Withdrawal and Refund Policy

1. Statutory withdrawal information

If you are a consumer, you have the right to withdraw from an eligible distance contract within 14 days without giving any reason. The withdrawal period is 14 days from the date the contract is concluded.

To exercise the right, inform REexcellent GmbH, Ottweilerstraße 15, 81737 München, Germany, help@vivacreo.com of your decision by an unequivocal statement, for example by email or letter. You may use the model form below, but it is not obligatory. Sending the statement before the deadline is sufficient.

2. Effects of withdrawal

If you validly withdraw, we will reimburse payments due under the law without undue delay and no later than 14 days after receiving your withdrawal notice. Unless agreed otherwise, reimbursement uses the same payment method and carries no fee from us.

If you expressly requested a paid service to begin during the withdrawal period, you may owe a proportionate amount for the service supplied before withdrawal where statutory requirements are met. No value compensation is owed for withdrawal from non-tangible digital content under the conditions set by German law.

3. Immediate performance and expiry of the right

For a paid service, the right of withdrawal expires only once the service has been fully performed and only if, before performance began, you expressly consented to early performance and acknowledged that the right expires upon full performance.

For paid digital content not supplied on a tangible medium, the right may expire when performance begins only if you expressly consented to performance before the 14-day period ends, acknowledged that the right is thereby lost, and received the legally required contract confirmation on a durable medium.

A successfully delivered individual AI generation, edit, upscale or try-on is normally a fully performed electronic service. The addition of unused credits or the beginning of a subscription period does not necessarily mean that all future AI operations have already been fully performed.

I expressly request that VivaCreo begin performance before the 14-day withdrawal period has expired. For digital content, I expressly consent to immediate delivery and acknowledge that I lose my right of withdrawal when delivery begins. For services, I acknowledge that my right of withdrawal expires when the service has been fully performed.

4. Model withdrawal form

Complete and return this form only if you wish to withdraw:

To: REexcellent GmbH, Ottweilerstraße 15, 81737 München, Germany, help@vivacreo.com

I/We hereby withdraw from the contract concluded by me/us for the provision of the following service/digital product:
_______________________________________________

Ordered on: ___________________________________
Name of consumer(s): ___________________________
Address of consumer(s): _________________________
Date: __________________________________________
Signature (only if submitted on paper): ___________

5. Technical failures and billing corrections

Independently of withdrawal rights, reserved credits are released when the provider reports failure, the operation is cancelled, no deliverable output is received, an output cannot be opened or downloaded because of a confirmed service defect, or an internal failure occurs before delivery. The backend ledger and delivery status determine the correction; a browser redirect does not.

• Duplicate or unauthorized charge.
• Paid credits not delivered after confirmed payment.
• Confirmed technical failure before usable delivery.
• Incorrect credit calculation or ledger adjustment.
• Defective digital product or any remedy required by mandatory law.

6. Completed AI outputs

Outside statutory withdrawal, warranty and other mandatory rights, we do not offer a voluntary refund for credits consumed by a successfully completed and technically accessible AI operation. Such an output is not automatically defective solely because it is subjectively unsatisfactory, a prompt was ineffective, an input ignored published recommendations, or a probabilistic output differs from personal expectations.

This does not limit statutory remedies where the service or digital product objectively fails to conform to the contract, or corrections for duplicate charges, undelivered credits and confirmed technical failures.

7. Subscription cancellation

Cancellation stops future renewal and normally takes effect at the end of the current paid period. It is different from statutory withdrawal and does not by itself reverse an already due payment. You can cancel through the Stripe billing portal. Mandatory termination and refund rights remain unaffected.

8. How to request review

Use the Help page or email help@vivacreo.com with the account email, order date and a short description. Never send full card details, passwords or API keys. We may request proportionate information to verify the account and payment.