Refunds and cancellation

Who runs Plyvel

Plyvel is run by Murtadha Damook, Baghdad, Iraq. Questions: hello@plyvel.com.

How credits are charged

• A render's price in credits is shown before you start it, together with your balance after.
• When a render starts, its credits are reserved, not spent.
• They are charged only when the render is delivered as an accepted outcome.
• Credits are spent in this order: free credits first, then plan credits, then credits bought as top-ups.

When credits come back automatically

Reserved credits are released in full, with nothing to ask for, when:

• the render fails for any reason, a technical one (a provider timeout, an internal error, any failure on Plyvel's side) or a request Plyvel cannot carry out;
• you cancel the render while it waits or runs. During the beta, a cancel releases all of its reserved credits. A render in its last step, finishing, can no longer be cancelled;
• a Verified or Portfolio render cannot pass Vel's checks within its included correction. It is marked VERIFICATION FAILED, and its credits are restored in full;
• Vel cannot decide (VERIFICATION UNCERTAIN). The result is delivered and not charged unless you choose to accept it.

A Verified or Portfolio render includes one correction at no extra cost, made when Vel finds a problem with the result. If Vel still finds a problem after it, the render ends as VERIFICATION FAILED and its credits are restored in full.

If you accept a VERIFICATION UNCERTAIN result, its price is charged from your balance then; this needs enough credits, and a member's spending limit applies.

A new instruction after delivery is a new render and is charged as one.

Paid plans (once payments open)

• Prepaid periods: a plan bought for one period does not renew by itself. Its credits are available for that period, plus the rollover below.
• Automatic renewals (once offered): cancel at any time on Plan and billing. Cancelling stops the next renewal; the period already paid stays active to its end.
• An unpaid period: if a period is not paid when it starts, the plan stays for 7 days of grace; after that, new renders pause; 30 days after the period should have been paid, the plan ends. Your projects stay.
• Rollover: a plan's credits come each month, a yearly plan's too (the monthly allowance each month of the year). Unused plan credits carry over for one month, on monthly and yearly plans alike, so you hold at most this month's allowance and last month's leftover, twice the monthly allowance.
• When a plan ends (you stop it, it goes unpaid, or it is refunded or charged back), its unused plan credits end with it, carried-over ones included. Credits bought as top-ups stay until their own expiry, also on the Free plan.
• Top-ups: for paid plans. They expire 12 months after purchase, which is shown before you buy.

Money refunds

• Duplicate or mistaken charges are refunded to the original card. When Plyvel can see the problem itself (the same thing paid twice, more than the quoted amount, or a payment for a plan that had already ended), the refund is made automatically. For anything else, such as a charge for something not delivered, write to hello@plyvel.com with the payment reference.
• Changing your mind: within 14 days of your first payment for a plan, if you have used no more than 10% of the credits that payment gave you, write to hello@plyvel.com and the payment is refunded in full, in money. The refund ends the plan at once, and what is left of its credits is taken back. After 14 days, or once more credits are used, a paid period is not refunded, but you can stop it renewing at any time.
• Any money refund takes back a share of the credits that payment bought, in proportion to the money refunded, and never more than are left; credits already spent stay spent.
• If Plyvel ends the service, the unused part of a prepaid paid period is refunded in money (Terms, section 12).
• A bank chargeback on a payment for a plan ends that plan and removes the credits left from it. A chargeback on a top-up removes what is left of that top-up's credits; the plan stays. Please write first, as mistaken charges are refunded. After a chargeback, unless Plyvel wins it, later free-credit offers for that account and the accounts linked to it are held for a person to review.
• Credits are not cash and cannot be withdrawn. Promotional credits have no cash value.
• Refunds go back through the payment provider to the card that paid, within the payment provider's usual time after approval; the bank may take longer.

Accounts and data

• Deleting a workspace, or closing an account, ends its plan at once. The rest of the period already paid is not refunded, and its paid credits are written off with the rest: credits are not cash. To use the time you paid for, stop the plan renewing on Plan and billing first, and delete the workspace once the plan has ended.
• Your projects are not deleted because a payment fails or a plan ends. They stay readable as described in the Terms.
• You can export your projects at any time (Export project).

Contact

hello@plyvel.com. Please include the render or payment reference; it is on the render page and in your receipt.