Refund Policy

Subscription purchases

Unless local law provides broader rights, a first subscription purchase may be refunded within seven days only if the workspace has not started a paid live session, generated a paid asset, or used a paid-only feature. Renewals and partially used periods are generally non-refundable. Cancel before renewal to stop future charges.

Failed generation and live delivery

When LiveCanvas records a provider failure before a usable asset is delivered, deducted generation credits are automatically restored once. Live Minutes are consumed only for verified live media operation. Unused reserved minutes are released after normal stop, failed start, or eligible operator stop.

If a confirmed LiveCanvas GPU or media-delivery incident materially prevents service, we may restore minutes or issue a service credit after reviewing session events. Problems caused by a destination platform, local capture software, customer network, unsupported media, or policy enforcement are not automatically refundable.

Upgrades, downgrades, and reversals

Plan changes follow the terms shown at checkout. Approved refunds and chargebacks can revoke unused entitlements associated with the order. Active minute reservations remain protected until the session stops, preventing a negative balance during live operation.

How to request a refund

Submit a support ticket with the workspace, order, session or task ID, and reason. We normally acknowledge requests within three business days. Approval and settlement timing depend on the payment provider. Nothing in this policy limits mandatory consumer rights.