VALAVARefund Policy
Last updated: 2026-10-19
Top-ups and purchased digital creation services are generally non-refundable, including unused top-up balance. Exceptions apply to duplicate or incorrect charges, services not supplied as agreed and refunds or remedies required by applicable law. Contact [email protected] for review. Nothing here limits mandatory rights or rights already acquired under law or the terms of an existing transaction.
Generally non-refundable
To the extent permitted by applicable law, top-ups and purchased digital services are generally non-refundable. Unused balance is not available for routine withdrawal or change-of-mind refunds. No longer using the service, changing plans, aesthetic preferences or subjective dissatisfaction alone do not qualify for a routine refund. Check the service, price and your needs before paying.
For exceptions such as statutory refunds, duplicate or incorrect charges or services not supplied as agreed, support reconciles the original payment, actual consumption, previous refunds and pending tasks to avoid duplicate returns. Team allowances, manual adjustments, discounts and bonus credits do not automatically represent refundable payments. This change does not retroactively remove rights already acquired under law or the terms of an existing transaction.
Consumed services and incorrect charges
Digital services already consumed and provided are generally not refundable solely because of aesthetic preference, prompt selection or subjective dissatisfaction. This does not exclude remedies for non-conforming services, statutory withdrawal rights or other refunds required by law.
Duplicate charges, incorrect amounts or services not supplied as agreed can be investigated. Verified amounts due for refund will be returned, or the appropriate remedy provided under applicable law. You will not be required to pay twice for the same charge.
Failed tasks and balance restoration
For failed or delayed tasks or unusual billing status, provide the task identifier and relevant time so support can check the result, settled charge and reservation. Releasing an unsettled reservation is not a cash refund, and restoring balance is not the same as refunding the original payment method.
An unresolved task does not imply an immediate duplicate refund or regeneration. Support will reconcile the records and explain the handling to avoid returning or charging the same amount twice.
Review of exceptions and billing disputes
For an exception above or a billing dispute, email [email protected] with your account email, order identifier or payment evidence, payment date, amount and currency, requested refund amount and reason. Include the task identifier or screenshots if relevant. Do not send account passwords, payment passwords, full card numbers or security codes.
We will verify the payer, original payment channel and records and may ask for reasonable supporting evidence. Support will communicate the review outcome, progress and expected processing arrangements. Payment-channel capabilities, bank processing and statutory deadlines may affect receipt; submitting a request does not mean funds have arrived.
Refund method and non-cash credits
Approved refunds are preferably returned to the original payer through the original payment method. If partial refunds are unavailable, a channel deadline has passed or the original account is unavailable, a lawful feasible arrangement will be discussed with you. Refunds are not to be redirected to unrelated third parties.
Coupons and bonus or promotional credits have no cash redemption value. Unused bonuses directly associated with a refunded payment may be adjusted where lawful, but historical consumption must not be rewritten or charged again. Any applicable fee or exchange-rate difference must be explained before processing and comply with law; amounts must not be deducted without disclosure.
Domestic and international consumer rights
Mandatory refund, withdrawal and digital-service remedies in China and other applicable jurisdictions take priority. Where limiting a withdrawal right requires an express request, information, consent or acknowledgement, browsing the website, registering or starting a service does not automatically establish a loss of that right.
If you dispute the outcome, contact support with the order and reasons for further review. Your lawful ability to seek help from regulators, payment providers or other dispute-resolution bodies is not restricted by this policy.
Contact us
Operator and service name: Valava. For account, privacy, order, billing or refund enquiries, contact: [email protected]