Refund Policy
How refunds work for Lovender credit purchases. Short version: unused credit packs can be refunded within 14 days, failed generations are credited back, and your legal rights for faulty services always apply.
Last updated: 24 September 2026
1. Overview
Paid features on Lovender use credits, which you buy in packs. This policy explains when you can get your money back. It does not affect your statutory rights under UK consumer law.
2. Your 14-day right to cancel
Under the UK Consumer Contracts Regulations you normally have 14 days to cancel an online purchase. Because credits are digital content supplied immediately, at checkout we ask you to agree to immediate supply and to confirm that you lose this right once you start using the credits.
- Unused pack: if you haven't used any credits from a pack, you can request a full refund within 14 days of purchase.
- Partly used pack: once you have started using credits from a pack, it is non-refundable, except as set out below.
3. When we will refund or re-credit
- Technical failure: if a generation fails or an error on our side means you didn't get what you paid for, we return the credits to your balance automatically or on request.
- Duplicate or unauthorised charges: if you were charged twice by mistake, or someone used your payment method without permission, contact us and we will investigate and refund where appropriate.
- Faulty service: if the Service is not as described or not provided with reasonable care and skill, you have rights under the Consumer Rights Act 2015, including a repair, re-credit or refund.
- Service closure: if we permanently close Lovender, we refund unused paid credits.
4. When refunds are not available
- Credits already used, including for AI outputs you didn't like. AI results vary, and that is not a fault.
- Accounts closed by us for breaking our Terms or Community Guidelines.
- Free credits, bonus credits and promotional credits.
5. How to request a refund
- Email [email protected] from your account email address with the subject "Refund request".
- Include your username, purchase date, amount and the reason.
- We reply within 5 business days. Approved refunds go back to your original payment method, usually within 5 to 10 business days depending on your bank.
6. Chargebacks
Please contact us before disputing a charge with your bank. We can usually fix problems faster. If you file a chargeback, we may suspend the account while it is investigated. This does not affect your right to dispute an unauthorised payment.
Lovender is operated by LOVEA TECH LIMITED, a company registered in England and Wales (company no. 17473866). Registered office: 128 City Road, London, EC1V 2NX, United Kingdom. Contact: [email protected].