Refund Policy

Last Updated: March 3, 2026

1. Overview

Velocity ("Platform") is an AI-powered architectural rendering platform operated by LivInnovate ("Company," "we," "our," or "us"). This Refund Policy outlines the terms and conditions under which refunds may or may not be issued for credit purchases made on the Platform.

By purchasing credits on Velocity, you acknowledge and agree to the terms of this Refund Policy.

2. Credit-Based System

Velocity operates on a credit-based system. Users purchase credits which are then consumed when generating AI-powered architectural renders and using other platform features. Each generation or action on the platform deducts a specific number of credits from your account balance.

3. No Refunds After Credit Usage

Important: Non-Refundable Once Generation Starts

Once a generation has been initiated and credits have been deducted from your account, the transaction is final. Refunds will not be processed regardless of whether the generation is still in progress or has been completed. As soon as the generation process begins, computational resources are allocated and consumed, making the transaction non-reversible.

This policy applies because:

  • Credits are deducted at the moment the generation is initiated, not after completion
  • Each AI generation consumes computational resources as soon as it starts, which cannot be recovered
  • The generation process, once started, cannot be reversed or cancelled
  • The generated output (architectural renders) is delivered instantly upon completion

4. Remaining Credits

Credits Are Non-Refundable But Reusable

Any unused credits remaining in your account can be used for future generations at any time. However, refunds will not be processed for remaining or unused credits under any circumstances. All credit purchases are final.

Credits do not expire and will remain available in your account for use on any generation or platform service. We encourage you to utilize your remaining credits rather than request a refund, as all credit purchases are considered non-refundable once the transaction is completed.

5. When Refunds May Be Considered

We may consider refund requests only in the following limited circumstances:

  • Duplicate Payment: If you were charged multiple times for the same transaction due to a technical error
  • Platform Error: If credits were deducted due to a platform malfunction without any generation being delivered
  • Unauthorized Transaction: If a purchase was made without your authorization

6. Refund Request Process

To request a refund under the eligible circumstances outlined above:

  1. Contact our support team with your registered email address
  2. Provide the transaction ID or order ID from your payment
  3. Describe the reason for the refund request
  4. Include any relevant screenshots or evidence if applicable

Refund requests will be reviewed within 5-7 business days. Approved refunds will be processed to the original payment method within 7-10 business days.

7. Failed Transactions

If a payment was debited from your account but credits were not added due to a transaction failure, the amount will be automatically refunded by our payment processor (Razorpay) within 5-7 business days. If the refund does not appear within this timeframe, please contact our support team.

8. Promo Codes & Redeemed Credits

Credits obtained through promotional codes, referral programs, or free redemption codes are non-refundable and hold no monetary value. These credits are provided as a courtesy and cannot be converted to cash or refunded under any circumstances.

9. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. Continued use of the Platform after changes constitutes acceptance of the revised policy.

10. Contact Us

If you have any questions about this Refund Policy or need to request a refund, please contact us at:

LivInnovate

Email: [email protected]