Refund policy
What can and cannot be refunded on plans, credits, domains and done-for-you projects, and how to ask. A plain-language summary, last checked 2026-10-10.
For the complete documentation index, see llms.txt. This page is also available as Markdown.
#At a glance
| What you bought | Refund rule |
|---|---|
| Monthly plan | No refunds for partial months. You can cancel at any time and the plan will not renew. |
| Annual plan | A full refund if you ask within 14 days of the initial purchase. After 14 days, annual plans are non-refundable. |
| Annual Studio plan with the free first-year domain (up to $20) claimed | The refund is the plan price minus the domain's standard registration price, never more than $20. The domain stays registered in your name until it expires. |
| Credits and credit packs | Credits have no cash value and are non-refundable. |
| Domain registration, renewal or transfer | Non-refundable once complete, because UOVA pays the registry at that moment. One that fails is refunded in full, automatically, to your original payment method. A domain registered through UOVA is yours and can be transferred to another registrar at any time. |
| Done-for-you website project | 100% back before work starts. 50% after work starts but before delivery. None after delivery (Express and Starter) or after you approve launch (Custom and Flagship), except under the delivery promise. |
#Done-for-you projects in more detail
- Express and Starter carry a delivery promise: if the site is not delivered within 5 business days of UOVA receiving your payment and your completed brief, you get the full price back, and UOVA still finishes the site.
- If UOVA cannot take on your project, you get 100% back.
- The 12 months of Basic hosting that come with a project are part of its price, so they are not refunded separately.
- The Services Terms hold the full rules. See Done-for-you website projects.
#Failed generations
This is product behaviour, not a policy term: when an image, video or site generation fails, the credits are returned automatically. A video not finished in 30 minutes is marked failed and refunded once.
#How to ask
Step 1: Email billing@uova.com
Send it from the address on your account.
Step 2: Include your order or invoice number
You find invoices in Billing & credits. See Refunds, taxes and invoices.
Step 3: Check the payment method
Approved refunds go back to the original payment method. Your bank may take 5 to 10 business days to show it.
#If UOVA changes or ends a plan
If UOVA makes a material change that hurts a paid plan, or stops offering it, it gives at least 30 days' notice and, where applicable, refunds the unused part of what you paid. Nothing in the policy limits any non-waivable right you have under consumer-protection law.
For cancelling, see Subscribe, change plan or cancel.