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Delivery and Refund Terms - Emlivo Subscription Rules

Last updated: August 29, 2026

Emlivo is a subscription-based, AI-powered software service (SaaS) that delivers digital content. This page explains the delivery terms, how the service is delivered, and the conditions for subscription cancellation, our refund policy and the right of withdrawal.

Nature of the service

  • •Emlivo is a software service accessed through a web browser and hosted on our servers. No physical products are sold.
  • •The purchased subscription is automatically activated in the user's account at the moment the payment is approved.
  • •The usage rights included in the subscription remain valid throughout the subscription period.

Delivery

  • •The service is delivered digitally and instantly at the moment payment is approved; there is no separate shipping or physical delivery process.
  • •Delivery confirmation is provided through the notification e-mail sent to the user after purchase together with the subscription status shown in their account.
  • •To access the service the user only needs a valid Emlivo account and an internet connection.

Prices and taxes (VAT)

  • •All amounts shown on the Emlivo "Pricing" page and on the payment screen are VAT (value-added tax) inclusive — i.e. they are final amounts with taxes already included. No additional tax line is added at checkout; the amount you see is the total amount to be charged.
  • •Payments are processed via Dodo Payments as the Merchant of Record. Payments from Turkey are processed in TRY and payments from other countries in USD. The invoice for these sales is issued by the Merchant of Record, Dodo Payments, and is sent by e-mail after payment.
  • •Your card details are never stored by Emlivo; payment is completed on Dodo Payments' secure (3D Secure) checkout page.

Right of withdrawal and its exception

  • •Under Turkish Consumer Protection Law No. 6502 and the Regulation on Distance Contracts, consumers have the right to withdraw from distance contracts within 14 days without providing any reason.
  • •However, pursuant to Article 15 of the same regulation, the right of withdrawal cannot be exercised for "services performed instantly in electronic environment" and "intangible goods delivered to the consumer instantly".
  • •Every subscription starts with a 7 (seven) day trial. A $1 trial fee is charged at the start of the trial; the plan fee is not charged during the trial. If you cancel before the trial ends, the plan fee is not taken.
  • •At the end of the trial, unless cancelled, the price of your selected plan is automatically charged to your saved card and the subscription begins. Since the service is performed digitally and instantly, the right of withdrawal falls under the statutory exception once the first charge occurs; cancellation stops the next renewal (access continues until the end of the current period).
  • •By checking the consent box on the payment screen when starting the subscription, the user acknowledges that automatic billing will occur at the end of the 7-day trial and that, once they start using the service, the right of withdrawal is subject to the statutory exception above.
  • •Nevertheless, the following good-faith rules apply with a focus on customer satisfaction.

Subscription cancellation

  • •The user can cancel their subscription at any time with a single click from the "Settings" section of their account.
  • •After cancellation the service can continue to be used until the end of the current billing period; no automatic charge is made on the renewal date.
  • •You are not required to contact us separately to cancel; however, if you need support, you can reach us at the contact address below.

Unexpected charges and instant refunds

  • •Our goal is that no user ever faces an "I was charged unexpectedly / without my knowledge" issue. If you see a charge you did not expect, or you are not satisfied with a payment, please contact us first — before starting a chargeback with your bank.
  • •The first automatic charge at the end of the 7-day trial is reminded to you by email before the trial ends. If you still find the charge unexpected, we generally review your request the same business day and, where justified, refund the payment to your card instantly.
  • •This good-faith practice is independent of the statutory withdrawal exception for digital services; its purpose is a fair, transparent and frictionless customer experience.

Prorated, credit-based refund (package refund)

  • •Emlivo services run on a credit basis. When your subscription starts, the credits included in your plan are automatically loaded into your account; you may also purchase one-time additional credit packs.
  • •When you request a refund for a package, only the UNUSED portion of the credits loaded with that package is calculated proportionally and refunded. Formula: Refund amount = Amount paid × (Unused credits ÷ Total credits included in the package).
  • •Example: if you used 30 of a 120-credit monthly package, a refund is issued for the remaining 90 credits — i.e. three quarters of the amount you paid.
  • •The same logic applies to annual packages: the refund is calculated according to the ratio of unused credits (the remaining amount is refunded proportionally).
  • •Each AI generation (image, video, drone shot, voiceover, valuation report, etc.) deducts the credits stated next to that tool from your balance and counts as used. Credits for a generation that fails for technical reasons are automatically refunded and are not counted as used in the refund calculation.
  • •Unused credit balance remains usable indefinitely while your account is active; you may also choose to keep using it instead of requesting a refund.

Refund and reimbursement process

  • •To request a refund, you can cancel your subscription from "Settings → Billing" or reach us at the email address below. Including your account email and the reason for the refund speeds up the process.
  • •For unexpected/disputed charges and confirmed technical access issues, where justified the payment is refunded to the card used for payment generally within 1–3 business days; for other refund requests based on the unused-credit ratio, within 14 business days at the latest.
  • •Refunds are processed through our Merchant of Record, Dodo Payments, in the currency the payment was taken (TRY or USD) and to the same card.
  • •Where double-charging (a duplicate charge for the same transaction) is detected, the excess charge is refunded in full and on a priority basis, no questions asked.
  • •Although digital services performed instantly carry a statutory exception to the right of withdrawal, we offer the prorated and instant refund practices above of our own accord, as a matter of customer-satisfaction principle.

Generated content

  • •Visuals, videos, text and other content generated by the user with Emlivo tools belong to that user; even if the subscription is cancelled, the user can export this content from their own account.
  • •The procedure for deleting content and data following an account closure request is explained in our "Privacy Policy" and "KVKK Disclosure Statement".

Contact

  • •Service provider: Emlivo
  • •Address: Caferağa Mah. Şifa Sk. No: 19, Kadıköy / İstanbul, Türkiye
  • •You can also reach us at the e-mail address below for your requests and complaints.
Contact: destek@emlivo.com
Delivery and Refund Terms - Emlivo Service Terms