Refund Policy
At Collov.ai (“Collov,” “we,” “our,” or “us”), we strive to provide reliable AI-powered virtual staging and virtual tour services. This Refund Policy outlines the eligibility requirements, limitations, and procedures for requesting a refund. By purchasing or using our services, you agree to the terms described below.
Refund eligibility depends on the type of transaction, including initial purchases, plan upgrades, and subscription renewals.
For first-time subscription purchases or one-time service purchases, a refund may be granted if the request is submitted within seven (7) calendar days of the original purchase date and the following usage limits are met.
Usage Limits
During the eligibility period, the account must not exceed:
• Photo Generation: Ten (10) images or fewer
• Video Generation: Two (2) videos or fewer
• Panorama Generation: Two (2) panoramas or fewer
If any of these limits are exceeded, the purchase becomes non-refundable.
For the purposes of this policy, “generation” includes any AI-produced output created by the system.
If a user upgrades their subscription plan, the upgrade price difference may be eligible for a refund if the request is submitted within three (3) calendar days from the upgrade date.
Refund eligibility applies only if the following usage limits have not been exceeded after the upgrade:
• Photo Generation: Ten (10) images or fewer
• Video Generation: Two (2) videos or fewer
• Panorama Generation: Two (2) panoramas or fewer
If usage exceeds these limits after the upgrade, the upgrade charge becomes non-refundable.
Refund policies for subscription renewals vary depending on the billing cycle.
Monthly Plans
For monthly subscriptions, users may request a refund for the unused portion of the renewed billing period, provided that the services associated with the renewal have not been used.
Annual Plans
For annual subscriptions, users may request a refund for the unused remaining months of the subscription. The refund amount will be calculated based on the pro-rated value of the remaining subscription period.
Refunds will not be issued under the following circumstances:
1. Refund requests submitted outside the applicable eligibility period.
2. Usage exceeding the generation limits defined in this policy.
3. Dissatisfaction based solely on subjective preferences, including style, layout, design choices, or aesthetic differences.
4. Claims that AI-generated outputs are not identical to reference images.
5. Incorrect account information that prevents verification of account ownership.
6. Partial or excessive usage of services beyond the permitted refund thresholds.
The process for requesting a refund depends on the type of transaction.
If your refund request relates to a first-time subscription purchase or one-time purchase, you may submit the request directly through the system:
1. Navigate to your Subscription Information page.
2. Click “Request Refund.”
3. Submit the request through the system interface.
Refund eligibility will be determined automatically based on system records, including:
• Transaction date
• Generation usage logs
• Plan type
• Billing history
You will receive an email notification confirming whether your request has been approved or declined.
If your refund request relates to a plan upgrade or subscription renewal, please contact our support team directly.
Send an email to cs@collov.com with the following information:
• The email address associated with your Collov account
• Your full name
• A brief description of your refund request
Our support team will review your request and verify eligibility based on system records and usage history.
Approved refunds will be issued to the original payment method used at checkout.
Refund processing typically takes 3–5 business days, depending on the payment provider. Collov.ai is not responsible for delays caused by banks or payment processors.
Any third-party transaction fees may not be refundable unless required by law.
Collov.ai reserves the right to modify or update this Refund Policy at any time.
Updated versions will be posted on our website. Continued use of our services after changes are published constitutes acceptance of the revised policy.
