Refund Policy

1. Cancelling your subscription

You can cancel at any time from "Manage subscription" in the app (Stripe billing portal). Cancellation stops future renewals: you keep your plan and its allowance until the end of the period you already paid for, then your account reverts to the free plan. No further charges are made.

2. EU right of withdrawal (14 days)

If you are a consumer in the European Union, you have the right to withdraw from a newly purchased subscription within 14 days of the first payment, without giving any reason (art. 52 ff. of the Italian Consumer Code, Directive 2011/83/EU).

• If you have not used the plan (no generations consumed with the paid allowance), you receive a full refund.
• If you have used the plan during those 14 days, we may deduct an amount proportional to the service already enjoyed, as allowed by law; the rest is refunded.
• To withdraw, email team@voxen.it from your account email within the 14 days, stating that you wish to withdraw. No specific form is required.

3. Renewals

Monthly renewals are charged automatically. Renewal charges are not refundable once the new period has started, except in the cases below — so if you no longer want the plan, cancel before the renewal date (visible in the billing portal). If a renewal caught you by surprise, contact us within 14 days: if the new period is unused, we will normally refund it as a courtesy.

4. Malfunctions and non-conformity

If the Service does not work as promised — for example, generations that fail systematically through our fault, or paid features that remain unavailable — you are covered by the legal guarantee of conformity for digital services (Directive (EU) 2019/770). Report the problem to team@voxen.it: we will first try to fix it; if we cannot fix it within a reasonable time, you are entitled to a proportional price reduction or a refund for the affected period.

5. What is not refundable

• Costs billed by your AI provider under the BYOK plan (API usage on your own key): those are governed by your agreement with the provider. Only the Voxen platform fee follows this policy.
• Periods already enjoyed of a working service, outside the 14-day withdrawal window.
• Charges for accounts terminated for breach of the Terms of Service, to the extent permitted by law.

6. How refunds are paid

Approved refunds are issued through Stripe to the original payment method. Stripe typically completes them within 5–10 business days, depending on your bank or card issuer. We will confirm by email when the refund has been issued.

7. Contact

All cancellation and refund requests: team@voxen.it, from the email associated with your account. Include the date of the charge you are writing about. We reply within a few business days.