To make sure CANVID meets your requirements ahead of purchase we offer a free trial. We offer refunds in the limited circumstances described below for charges made after the trial, subject to the policy below.
Eligibility
1. One-time purchases (perpetual license)
Eligible for a full refund if requested within 7 days of purchase if you have:
- not made use of the app after the purchase date, or
- if you have encountered non-documented critical technical issues that are directly preventing you from using features in the app not available to you during the free trial. In this latter case we require you to submit logs files and history.
2. Annual or Quarterly subscriptions
Eligible for refund if requested within 7 days of the initial invoice if you have:
- not made use of the app after the purchase date, or
- if you have encountered non-documented critical technical issues that are directly preventing you from using features in the app not available to you during the free trial. In this latter case we require you to submit logs files and history.
Even if annual or quarterly subscriptions are non-refundable for the current billing period, you can always cancel the subscription to prevent renewal.
3. Monthly subscriptions
Monthly subscriptions are non-refundable, but you can cancel to avoid future charges after the current month.
4. Refund Processing fee
Refunds cost us money in handling and payment processor fees, so all refunds are subject to a processing and handling fee of 10US$ +10% of the total fee paid (including taxes), unless specifically refunded subject to 1b or 2b
5. Account deletion
Deleting your CANVID account before requesting a refund may make it impossible for us to verify usage. Account deletions are generally treated as final and may forfeit eligibility for refunds.
6. Legal / regional rights
Where local consumer laws require a refund outside these windows, we will comply.
How to request a refund
- Email support@canvid.com or send us a message via chat (by clicking the chat icon at the bottom-right of the website www.canvid.com
- Include: order number, account email, date of purchase, reason for refund, and any supporting screenshots.
- If your purchase was from a third party reseller such as StackSocial, etc., please request a refund through their purchase support; we will assist if required.
Processing & timing
- Approved refunds are processed to the original payment method within 1–10 business days depending on the card issuer or payment provider. We will confirm by email once the refund is issued.
Fraud, abuse, and chargebacks
- We reserve the right to deny refunds in cases of fraud, repeated abuse of refunds, or breach of our Terms of Service.
- Initiating a chargeback with your bank without first contacting support may delay resolution and could lead to account restrictions.
Special cases
- Software Issues or missing features: If a software issue is found or a paid feature is not available as advertised, contact support and we will investigate. If we confirm an issue that cannot be remedied, we will provide a refund in line with the eligibility above.
- Enterprise / volume purchases: Enterprise and volume purchases may follow a custom refund agreement stated in the contract.