Refund Policy

1. Overview

ChuangXiangIT operates VoiceCanvas, while Paddle acts as Merchant of Record and authorized reseller for paid subscriptions. We review product-related refund requests under this Policy. Paddle issues approved refunds to the original payment method and may apply its own buyer terms, fraud controls, and legal obligations.

2. Seven-day refund eligibility

We will approve a refund of your initial paid VoiceCanvas subscription purchase when:

1. you submit the request within seven calendar days after the initial charge;
2. the account has completed no more than three successful voice generations after that purchase; and
3. the request is made in good faith and is not connected to fraud, chargeback abuse, repeated refund requests, or an attempt to avoid usage limits.

A “successful voice generation” means a generation request recorded by VoiceCanvas with a successful status, regardless of whether you later play or download the streamed audio. Failed generation attempts do not count toward the three-generation limit.

The seven-day period begins when Paddle confirms the initial paid transaction, not when you first use a paid feature.

3. Other eligible cases

We will also review requests outside the standard rule when:

• you were charged more than once for the same intended purchase;
• the charge amount or purchased plan was incorrect because of a billing error;
• a technical failure attributable to VoiceCanvas prevented delivery of the paid Service for an unreasonable period and we could not provide a reasonable remedy; or
• applicable law or Paddle’s buyer obligations require a refund.

Contact us promptly with relevant transaction details. This section does not cover failure caused by an unsupported device, loss of internet access, violation of our Terms, or a third-party service outside our reasonable control unless the law requires otherwise.

4. Non-refundable charges

Except where Section 3 or applicable law applies, refunds are not provided for:

• subscription renewals after the initial purchase;
• unused time remaining after cancellation or account suspension;
• requests made after the seven-day initial-purchase window;
• initial purchases with more than three successful generations;
• mistaken purchases where the plan and recurring price were shown at checkout; or
• dissatisfaction caused by a prohibited or unsupported use of generated audio.

If a refund is not available, cancellation will still prevent future renewals and paid access will ordinarily continue through the end of the current billing period.

5. How to request a refund

Send the request to the contact address below and include:

• the email address used for your VoiceCanvas account and Paddle purchase;
• the Paddle transaction or order number shown on your receipt;
• the purchase date, plan, and amount charged; and
• a short explanation of the reason for the request.

Do not send complete card numbers, passwords, or other sensitive authentication information. We may request additional information reasonably needed to verify the account holder or transaction.

6. Review and processing

We verify the request date, transaction, subscription history, and successful generation count. We then notify you whether the request is approved, denied, or requires more information. Paddle retains authority to apply its fraud, sanctions, payment-network, and legal controls.

Approved refunds are submitted to Paddle for return to the original payment method. Bank, card-network, currency-conversion, and settlement times vary, so the credit may take additional business days to appear. Unless required otherwise, we cannot redirect a refund to a different person, account, or payment method.

7. Cancellation is different from a refund

Canceling stops automatic renewal but does not reverse an existing charge. You can cancel through the Paddle customer portal opened from your VoiceCanvas account or through the link in your transaction email. Cancellation normally takes effect at the end of the current paid period, and you retain paid access until then.

8. Chargebacks and payment disputes

Please contact us or Paddle before opening a chargeback so we can investigate an unrecognized, duplicate, or incorrect charge. Nothing in this Policy removes a right to dispute a charge that cannot legally be waived. Fraudulent or abusive disputes may result in suspension of the related account while the transaction is investigated.

9. Changes to this Policy

We may update this Policy prospectively as our plans, payment arrangements, or legal obligations change. The version that applied when the relevant charge occurred will ordinarily govern that request, unless a later version or applicable law gives you greater protection.

Contact us

Questions or requests about this policy may be sent to ChuangXiangIT, the operator of VoiceCanvas, at security@chuangxiangit.com.