Cancellation and Refund Policy

In short

• You see what an export will cost before you confirm it.
• When an export starts its credits are held. They are used when the video is delivered and put back if it fails, so a failed export is never charged.
• A pass is paid for once and never renews, so there is nothing to cancel and nothing is debited later.
• Money taken twice, or taken and not credited to you, is returned in full.
• A pass or credits you simply did not use are not refunded, unless the law says otherwise or we agree to (see below).

Exports that fail

Credits are held when you press Export and used only when the finished video reaches you. If the export fails, is cancelled by us, or cannot be delivered, the held credits go back to your balance without you asking, and the export sheet tells you so.

If an export is delivered but the file is faulty through our fault (it will not play, or the sound is missing), write to us within 7 days. We will make it again at no charge or put the credits back.

A mistake in the words, figures or graphics is not a fault of the file: you can correct it in the editor for free, but exporting again uses credits again. The editor marks the words and figures it is least sure of so you can check them before you export.

Payments that go wrong

Payments are taken by Razorpay. If money leaves your account and the pass does not appear, first wait a few minutes and reopen the app: a payment is credited when Razorpay confirms it. If it still has not appeared, write to us with the payment number from your bank or Razorpay message. We will either activate it or refund it in full.

If you were charged twice for the same pass, we refund the extra payment in full.

A refund goes back to the payment method you used, by Razorpay. We start it within 3 working days of agreeing to it, and your bank then usually takes 5 to 7 working days to show it.

Cancelling

A pass lasts 30 days from the payment and ends by itself. No card or UPI auto-debit is set up, so there is nothing to cancel and nothing is charged again unless you buy another pass yourself.

You can stop using SNIVO at any time. A pass you have already paid for runs to the end of its 30 days. To close your account, write to us (see the Terms of Service).

Unused passes and credits

Passes and credits are not refunded for the part you did not use, and credits have no cash value. This does not limit any right you have under consumer law, and we will refund what the law says we must.

We may also refund at our own discretion. If you bought a pass by mistake and have not exported anything with it, or something we did stopped you using it, write to us and we will look at your case on its merits. We do not promise a refund in those cases.

If we close your account for breaking the terms, what is left on it is lost. If we stop offering SNIVO altogether, we will refund the unused value of what you paid for.

Delivery

Everything here is digital and nothing is shipped. Credits and passes are added to your account as soon as Razorpay confirms your payment, usually within a minute. A finished export is delivered as a file you download from the export sheet or from your library. It stays available to download for 30 days after it is made, and is then deleted, so download what you want to keep. Each download link works for an hour; you can open a new one during those 30 days.

How to ask

Write to support@grewbie.com from the email address you sign in with, and say what happened, and give the payment number if it is about a payment. We answer within 2 working days. If we are slow or you disagree with us, use the grievance route on the Contact page; the response times are there too.