Refund Policy

Effective date: 30 September 2026

This policy explains when and how you can get money back from Harvanera Limited ("Harvanera"). It forms part of our Terms of Service.

1. The short version

• You can ask for a refund of your unused paid balance at any time.
• We send approved refunds within 10 business days of approval. We do not deduct our payment processing fees.
• Consumers in the EU, EEA and UK have a 14-day right of withdrawal for each top-up, subject to the rules in section 3.
• Money spent on API requests is generally not refundable under our voluntary refund policy. The welcome credit has no cash value and is not refundable. Your statutory rights remain unaffected.

2. Refund of unused balance

You can ask us to refund the part of your paid balance that you have not used, whenever you like, including when you close your account.

• How to ask: Email info@harvanera.com from the address on your account. Include the relevant transaction ID if you have it.
• What we refund: The unused paid balance at the time of your request. We will stop that balance from being used while the request is processed.
• Deductions: We do not deduct our payment processing fees from the refund. Any amount we are legally required to withhold or permitted to apply because of fraud, a chargeback or a serious breach is governed by the Terms of Service and applicable law.
• Timing: We send an approved refund within 10 business days of approval. Your payment provider may take additional time to show it.
• Method and currency: We refund to the original payment method where possible. For details about a particular refund, email info@harvanera.com.
• Invoiced top-ups: We normally refund by bank transfer to the account from which the payment came.

3. 14-day right of withdrawal (EU, EEA and UK consumers)

If you are a consumer living in the EU, EEA or UK, you may withdraw from a top-up within 14 days of the day you paid for it, without giving a reason. This right is separate from the voluntary refund of unused balance in section 2.

3.1 Starting immediately

Credit is normally available as soon as you pay. Where you choose to use the Service during the withdrawal period, any charge for Service already provided depends on the express request, information and acknowledgement required by applicable law. If those requirements are not met, we will not charge you for use during that period where the law prohibits it. Any loss of the right of withdrawal after full performance applies only where the legal conditions for that loss are met.

3.2 What you get back

If you withdraw in time, we refund the amount you paid for that top-up, less any amount that applicable law permits us to charge for Service provided before you withdrew. We will not automatically treat use of credit as a waiver of your entire withdrawal right.

We make the refund without undue delay and within 14 days of receiving your withdrawal notice. We use the same payment method you used unless you expressly agree otherwise, and we do not charge you a refund fee.

3.3 How to withdraw

Send a clear statement that you wish to withdraw by emailing info@harvanera.com or writing to Harvanera Limited, Unit 704C, 7/F, Block 3, Nan Fung Industrial City, 18 Tin Hau Road, Tuen Mun, N.T., Hong Kong.

You may use this wording, but you do not have to:

To Harvanera Limited, Unit 704C, 7/F, Block 3, Nan Fung Industrial City, 18 Tin Hau Road, Tuen Mun, N.T., Hong Kong, info@harvanera.com: I hereby give notice that I withdraw from my contract for the following top-up: [top-up date, amount, transaction ID]. Name: […] Account email: […] Date: […]

It is enough to send your notice before the 14-day period ends. We will confirm receipt by email without delay.

3.4 Confirmation of your purchase

After each top-up, we send an email confirming the payment and the amount credited. Where applicable, we also provide the legally required information about withdrawal and confirm any express request or acknowledgement concerning immediate performance.

4. What is not refundable under our voluntary refund policy

• Used balance. Charges for requests already provided, including requests that returned output you did not like. AI outputs vary, and each request is charged at the applicable listed price for the usage processed. Statutory withdrawal and other consumer rights remain unaffected.
• Welcome credit. The USD 1 promotional credit has no cash value and cannot be refunded. It does not expire while your account remains open, subject to the abuse rules in our Terms; unused welcome credit ends when your account closes.
• Other promotional or bonus credit we may give you, unless its terms say otherwise.
• Balance lawfully withheld because of fraud, a chargeback, a serious breach of our Terms of Service or a legal requirement, such as sanctions. We will refund any remaining unused paid balance as required by our Terms and applicable law.

5. Billing errors and failed requests

If you think you were charged incorrectly—for example, a request failed on our side but was billed, or a top-up was charged twice—email info@harvanera.com as soon as you can with the request ID or transaction ID, if available. If we confirm an error, we will correct the charge by crediting your balance or refunding the amount to your original payment method where possible. This does not affect your statutory rights.

6. Chargebacks

Please contact us before disputing a payment with your bank; many issues can be resolved directly. If you open a chargeback, we may suspend your account while it is investigated. If the chargeback is found to be unjustified, we may seek to recover the amount and reasonable related fees where permitted by law.

7. Your statutory rights

This policy does not limit any rights you have as a consumer under applicable law, including rights if the Service is not as described or is not provided with reasonable care.

8. Contact

Refunds and billing: info@harvanera.com
Harvanera Limited (registration number 81275806)
Unit 704C, 7/F, Block 3, Nan Fung Industrial City, 18 Tin Hau Road, Tuen Mun, N.T., Hong Kong