Introduction
At Narraify ("we," "our," or "us"), we want you to be satisfied with our AI audiobook generation service. This Refund Policy outlines the circumstances under which refunds may be issued for subscriptions, one-time purchases, and add-on services. By making a purchase on Narraify, you agree to this Refund Policy.Subscription Refunds
Our subscription plans (Starter, Pro, and Annual) are billed in advance on a recurring basis.
- Monthly Plans (Starter & Pro): You may cancel your subscription at any time. Cancellation takes effect at the end of your current billing cycle, and you will retain access until that date. Monthly subscription payments are non-refundable. We do not offer prorated refunds for partial months.
- Annual Plan: If you cancel within 14 days of your initial Annual plan purchase or renewal, you are eligible for a full refund, provided you have not exceeded 1 hour of audio generation during that period. After 14 days, annual subscriptions are non-refundable.
- Downgrades: You may downgrade your plan at any time. The new rate will apply at the start of your next billing cycle. No refunds are issued for the price difference during the current cycle.
Book Pass Refunds
The Book Pass is a one-time purchase for a single book project (up to 25 hours of audio generation). Our refund policy for Book Pass purchases is as follows:
- Before Generation: If you have not yet started generating any audio for your book, you may request a full refund within 14 days of purchase.
- After Generation Begins: Once you have generated audio for any chapter of your book, the Book Pass is non-refundable. This is because AI audio generation consumes significant computational resources that we pay for on your behalf.
- Quality Guarantee: If you are unsatisfied with the audio quality of a generated chapter, we encourage you to try a different voice or regenerate the chapter. Our support team is available to help you achieve the best results. If technical issues with our service prevent successful generation, you remain eligible for a refund.
Add-on Hours Refunds
Add-on hour packs are purchased to supplement your existing subscription plan.
- Unused add-on hours are eligible for a full refund if requested within 7 days of purchase.
- Once any portion of an add-on pack has been used for audio generation, the entire pack becomes non-refundable.
- Add-on hours are valid for 180 days from the date of purchase. Unused hours expire after this period and are not eligible for refund.
Free Trial
New users receive 10 minutes of free voice generation upon registration. No payment method is required to start your free trial. The free trial is provided to help you evaluate our service before committing to a paid plan. Free trials are not eligible for refunds as no payment is collected.How to Request a Refund
To request a refund, please contact us with the following information:
- Your account email address
- The purchase you would like refunded (subscription, Book Pass, or add-on hours)
- The date of purchase
- A brief explanation of your reason for the refund request
Send your refund request to jason@vast-nexus.com. We review all refund requests within 2 business days.
Refund Processing Time
Once your refund is approved:
- Processing: Refunds are typically processed within 2–5 business days after approval.
- Credit Timeline: Depending on your payment method and financial institution, it may take an additional 5–10 business days for the refund to appear on your statement.
- Method: All refunds are issued to the original payment method used for the purchase. We cannot issue refunds to a different payment method or account.
Exceptions and Special Circumstances
We understand that exceptional situations may arise. We reserve the right to issue refunds outside the above policies in the following circumstances:
- Service Outages: If our service experiences significant downtime (more than 24 consecutive hours) that prevents you from using the features you paid for.
- Technical Failures: If a technical issue on our end prevents successful audiobook generation despite reasonable attempts.
- Duplicate Charges: If you were charged multiple times for the same purchase due to a billing error.
- Legal Requirements: As required by applicable consumer protection laws in your jurisdiction. Residents of the European Union may have additional refund rights under EU consumer law.
Each exception is evaluated on a case-by-case basis at our sole discretion.
Chargebacks and Disputes
We encourage you to contact us at jason@vast-nexus.com before filing a chargeback or payment dispute with your bank or credit card provider. Most issues can be resolved quickly and amicably through direct communication.
Please note that filing a chargeback without first contacting us may result in immediate account suspension while the dispute is being investigated. If a chargeback is filed and resolved in our favor, the associated fees may not be refundable.
Changes to This Refund Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email or through the Service. Purchases made before a policy change remain subject to the refund policy that was in effect at the time of purchase.Contact Us
If you have any questions about this Refund Policy or wish to request a refund, please contact us:
- Email: jason@vast-nexus.com
- Company: Vast Nexus LLC, 30 N Gould St Ste N, Sheridan, WY 82801, United States