1. Overview
Viviq offers in-app purchases (subscriptions and credit packs) exclusively through the Apple App Store and Google Play Store. Because all payments are processed by Apple or Google, refund eligibility is governed primarily by their respective policies — and by applicable consumer protection law in your country of residence.
2. EU / EEA Consumer Right of Withdrawal
If you are located in the European Union or European Economic Area, you have a 14-day right of withdrawal under EU Directive 2011/83/EU (Consumer Rights Directive).
When the right of withdrawal applies
The 14-day withdrawal period begins on the date of purchase. You may withdraw from the contract without giving any reason within this period.
When the right of withdrawal is waived
Under Article 16(m) of Directive 2011/83/EU, the right of withdrawal does not apply to digital content (including credits and subscriptions) once delivery has begun, provided that:
- You gave your prior express consent to immediate delivery, and
- You acknowledged that you thereby lose your right of withdrawal.
Both Apple and Google obtain this consent as part of their checkout flow for digital content purchases. If you did not receive or were not shown this consent screen, you may still be entitled to a full withdrawal.
How to exercise your right of withdrawal
EU/EEA withdrawal requests must be submitted through the platform where you purchased:
- App Store: reportaproblem.apple.com
- Google Play: Google Play refund request
If your platform request is unsuccessful and you believe you have a valid withdrawal right, contact us at support@viviq.co within 14 days of purchase and we will assess your case.
3. Subscription Refunds
3.1 Apple App Store
Subscriptions purchased through the App Store are subject to Apple's refund policy. To request a refund, visit reportaproblem.apple.com.
3.2 Google Play Store
Subscriptions purchased through Google Play are subject to Google's refund policy. Google typically grants a full refund if requested within 48 hours of purchase.
4. Credit Pack Refunds
One-time credit packs are digital content delivered immediately upon purchase. Once you have used any credits from a pack, the right of withdrawal is waived (subject to the consent conditions in Section 2 above).
Unused credit packs may be eligible for a refund through the platform within 14 days of purchase if the required EU consent was not obtained at checkout. Contact the relevant platform first; if unresolved, contact us at support@viviq.co.
If you experience a technical error that caused credits to be deducted incorrectly, contact us within 14 days regardless of your location and we will restore the affected credits.
5. Goodwill Refunds
In exceptional circumstances — such as a significant service outage or verified technical failure — we may offer credit restoration or a partial refund at our discretion. Contact us within 14 days of the incident at support@viviq.co.
6. How to Cancel a Subscription
- Android:Google Play → Profile → Payments & subscriptions → Subscriptions → Viviq → Cancel
Cancellation stops future billing but does not terminate access immediately — you retain access until the end of the current paid period. No partial refund is issued for the remaining days unless required by applicable law.
7. Contact
For refund-related questions: support@viviq.co. We typically respond within 2 business days.