Refund & Cancellation Policy
Last updated: June 8, 2026
This policy explains how refunds and cancellations work for purchases made on the Avsha website at avsha.metivity.com. The Service is operated by Metivity ("we", "our", or "us").
1. Which purchases this covers
Payments made on our website are sold and processed by our authorized reseller and Merchant of Record, Paddle.com ("Paddle"), who handle billing, receipts, and refunds for web purchases on our behalf.
Purchases made inside our iOS or Android apps are processed by the Apple App Store or Google Play and are governed by their refund policies — not this page. To request a refund for an in-app purchase, use Apple's or Google's refund process, or manage your subscription in your device's app store settings.
2. Tour credits (one-time purchases)
Tour credits are prepaid, consumable digital items used to generate tours.
- Unused credits: If you have not used any of the credits from a purchase, you may request a full refund within 14 days of purchase.
- Used credits: Once a credit has been used to generate a tour, that digital service has been delivered and the credit is non-refundable. If you've used only part of a pack, we may refund the unused portion at our discretion.
- Credits do not expire while your account is active, are non-transferable, and have no cash value.
3. Avsha Pro subscriptions
- Cancel anytime: You can cancel your Avsha Pro subscription at any time from your account settings or by emailing us. Cancellation stops future renewals — you keep Pro access until the end of the period you've already paid for.
- Refunds: If you were charged for a new billing period and have used little or none of that period's credits, contact us within 14 days of the charge and we'll refund it. Partially used periods are handled case by case.
- We don't refund periods that have already been substantially used, except where required by law.
4. Your statutory rights
Where consumer law gives you a right to withdraw from a purchase of digital content (for example, the 14-day right of withdrawal in the EU and UK), that right applies. Note that by purchasing and immediately using credits, or by starting your subscription, you ask us to begin supplying digital content right away and acknowledge that you lose the right of withdrawal for content already delivered or consumed. This does not affect any mandatory rights that cannot be waived.
5. How to request a refund or cancel
- Email support@metivity.com from the email address on your account, with your order number or the receipt Paddle sent you.
- You can also request a refund directly through Paddle, who process payments on our behalf.
- We aim to respond within 3 business days and to process approved refunds within 5–10 business days, back to your original payment method. When it appears on your statement depends on your bank.
6. Problems, errors, and goodwill
If something went wrong — you were charged twice, a tour failed to generate, or a purchase didn't deliver — contact us and we'll make it right, including refunds beyond the cases above where that's fair.
7. Contact
Email: support@metivity.com
Billing and receipts for web purchases are handled by Paddle.com as our Merchant of Record.