Timivra Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy explains the rules and procedures for subscription cancellation, automatic renewal, refund requests, duplicate or unauthorised payments, service problems, and referral rewards relating to Timivra.

The Policy applies to purchases of Timivra website subscriptions and other paid products where the checkout or applicable purchase terms refer to this Policy.

The Services are owned and operated by Fatiha One Limited, trading as Timivra (“Timivra”, “we”, “us”, or “our”).

Support: info@timivra.com

This Policy is intended to protect against fraud and misuse while treating customers fairly. It does not remove any mandatory consumer rights, statutory cooling-off or withdrawal rights, refund entitlements, chargeback rights, or remedies that apply under the law governing your purchase.

Where this Policy conflicts with mandatory law, the mandatory legal requirement prevails.

2. Payment channels

• Paystack for Nigerian checkout and supported Nigerian payment methods.
• Paddle for international website checkout and supported international payment methods.

The provider shown at checkout or on your receipt may process the payment, issue a receipt, manage subscription functions, or handle some refund requests under its own procedures.

For Paddle transactions, whether Paddle acts as the seller or merchant of record depends on the applicable checkout, receipt, and contract. Check your receipt and the terms displayed when you purchased.

Google Play Billing and Apple in-app purchases are not the primary payment channels for the current website subscription model. If you purchase through an app store in the future, that store’s applicable cancellation and refund procedures may apply.

3. Subscription plans and renewal

Timivra may offer Free, Basic, Pro, and other plans. Paid Basic and Pro website subscriptions currently include monthly and yearly billing options, subject to the options shown at checkout. Additional or shorter-duration plans are governed by the billing interval and terms displayed for that specific purchase.

Your purchase confirmation should identify the applicable plan, price, currency, billing period, renewal terms, and relevant cancellation instructions.

Monthly and yearly subscriptions may renew automatically. By purchasing an auto-renewing subscription, you authorise the applicable payment provider to charge your selected payment method according to the terms shown at checkout.

You are responsible for checking the selected plan and renewal period before confirming payment. Timivra will not rely on an outdated demo or screenshot to override the terms shown for your actual transaction.

4. Cancelling a subscription

4.1 Effect of cancellation

Cancelling an auto-renewing subscription ordinarily stops future renewal. Unless required by law or the applicable purchase terms, cancellation does not automatically refund the current billing period or remove access immediately.

Where your subscription remains active until the end of the paid period, you may generally continue using paid features until that period expires, subject to the plan terms and any lawful suspension.

4.2 Paystack subscriptions

For Nigerian subscriptions managed through Paystack, use the cancellation instructions available through the applicable Timivra account or payment flow.

Where a subscription is linked to a Paystack subscription code, Timivra’s account-deletion process attempts to cancel that subscription and mark the associated subscription record as cancelled.

If you cannot find the cancellation option, contact info@timivra.com with your account email and relevant transaction reference. Do not send your password or full payment-card details.

4.3 Paddle subscriptions

For international subscriptions paid through Paddle, follow the cancellation instructions in the relevant account, receipt, checkout confirmation, or Paddle communications, as applicable.

Timivra’s account-deletion process does not currently have a confirmed equivalent cancellation path for every Paddle subscription. Do not assume that deleting your Timivra account automatically cancels a Paddle subscription.

If you are uncertain whether your subscription has been cancelled, contact info@timivra.com and follow any applicable Paddle cancellation instructions. If a renewal continues after you have attempted to cancel, contact Timivra and the payment provider promptly so the issue can be investigated.

4.4 Keep confirmation

Keep any cancellation confirmation or reference supplied by Timivra or the payment provider. A request to delete your account, an email to support, or uninstalling an app is not necessarily proof that a recurring payment has been cancelled.

5. Account deletion and subscriptions

Timivra provides an in-product account-deletion process. The current process allows a user to request deletion, typically through password confirmation or a typed confirmation step. The system schedules an account purge after approximately 30 days and may restrict access while deletion is pending.

During this process, Timivra attempts to cancel Timivra-managed subscriptions where its systems can do so, including Paystack subscriptions where a linked subscription code exists. Paddle cancellation may require a separate action.

Deleting your account is therefore not a reliable substitute for checking the status of every recurring subscription.

The scheduled purge is not a promise that every copy of all information will be instantly erased from backups, logs, payment-provider systems, or records that must lawfully be retained. Further details are provided in the Privacy Policy.

6. Refund requests

6.1 How to request a refund

To request a refund from Timivra, email info@timivra.com with:

• The email address associated with your Timivra account.
• The plan and billing period concerned.
• The payment date and amount.
• The transaction or receipt reference, if available (Paystack reference or Paddle transaction id, often starting with txn_).
• A short explanation of the issue and the resolution you are requesting.

Do not email passwords, full payment-card numbers, security codes, or unnecessary identity documents.

If your receipt identifies Paddle or another payment provider as the relevant party for the transaction, you may also need to use that provider’s refund procedure. Contacting Timivra does not prevent you from exercising rights directly against a payment provider where applicable.

We encourage prompt reporting so we can investigate effectively. However, we do not impose a universal short reporting deadline that extinguishes statutory consumer rights. Mandatory legal time limits and remedies remain applicable.

Approved refunds are typically processed manually by Timivra through the original payment channel (Paystack or Paddle dashboard / provider tools) after we review your request. You may also use Paystack or Paddle customer refund tools where those tools allow it for the charge.

6.2 Ordinary subscription refunds

Except where required by law or provided under the specific purchase terms, subscription fees are generally not refunded solely because:

• You changed your mind after any applicable statutory withdrawal period has ended.
• You did not use the Services during a paid period.
• You forgot to cancel before an automatic renewal.
• You used fewer features than expected after the features and limitations were accurately disclosed.
• You no longer need the subscription.
• You deleted your Timivra account after a billing period began.

These examples do not override statutory cooling-off or withdrawal rights, remedies for a material service failure, a mistaken or unauthorised charge, a misleading sale, or another mandatory legal entitlement.

6.3 Duplicate charges

If you believe you were charged twice for the same purchase, contact us with the relevant transaction references. Where a duplicate charge is confirmed and there is no lawful basis to retain it, we will arrange an appropriate refund or correction through the relevant payment channel, subject to the provider’s process.

6.4 Unauthorised transactions

If you believe a payment was made without your authorisation, contact your bank or payment provider promptly and notify info@timivra.com. We will not ask you to disclose your password or full payment-card security details.

6.5 Incorrect plan, price, or billing interval

If you believe you were charged an incorrect amount, billed for the wrong plan, or charged for a different billing interval than the one selected, contact us with the transaction reference and plan details shown at purchase. We will compare the transaction with the checkout terms and payment records and correct confirmed errors as required by law and the applicable purchase terms.

6.6 Technical problems and material service failures

If a paid feature is unavailable, materially defective, or does not conform to its description or applicable legal requirements, contact info@timivra.com and explain the problem, the feature affected, and when it occurred.

Where reasonable and lawful, we may investigate and offer a fix, restoration, or other appropriate remedy. If the problem cannot be remedied within a reasonable time, is repeated, is material, or the law requires another remedy, you may be entitled to a price reduction, partial or full refund, cancellation, or another statutory remedy.

We will not rely on this Policy to deny a mandatory remedy merely because a technical issue was reported after a preferred internal reporting period.

6.7 Free trials, promotions, and discounted plans

Any free trial, introductory price, discount, or promotional plan is subject to the terms clearly presented before purchase. If disclosures were missing or misleading, this Policy does not remove any rights arising from that failure.

6.8 Tax, currency, and exchange-rate differences

The total amount charged may include applicable taxes, currency conversion, or fees imposed by a bank or payment provider. Third-party bank or conversion fees are not automatically refundable by Timivra, but this does not affect any right to correction or refund required by law.

7. Cooling-off and statutory withdrawal rights

Depending on your location, the type of purchase, the way the contract was concluded, and whether performance has begun, you may have a statutory right to cancel a distance purchase during a cooling-off or withdrawal period.

Timivra will honour applicable statutory withdrawal and cancellation rights. We will not assume that all digital purchases are automatically exempt from withdrawal rights.

Where law requires a particular notice, checkbox, acknowledgement, or consent before a withdrawal right is limited or lost, the checkout process must implement that requirement. A general clause in this Policy is not a substitute for the required checkout disclosure or consent.

If you believe a statutory withdrawal right applies, contact info@timivra.com and identify your purchase date, country of residence, and transaction reference. We will assess the request under applicable law.

8. Refund processing

If a refund is approved, it will ordinarily be returned through the original payment method or the payment provider’s permitted process, unless another method is legally required or agreed.

We aim to acknowledge and handle refund requests fairly within a few business days. The time for a refund to appear depends on the payment provider, issuing bank, payment method, and applicable rules. Timivra cannot guarantee an exact posting date controlled by a third party.

A refund may not instantly update your Timivra account or subscription status. If your account still shows an incorrect status after confirmation, contact support.

9. Referral rewards and cash incentives

Referral rewards are separate from subscription refunds. Eligibility, reward value, holding period, verification, payout timing, and disqualification conditions are governed by the rules presented for the relevant referral programme.

A reward is not guaranteed merely because a person registers through a referral link. Where a reward is pending because a payment may be refunded, disputed, reversed, or charged back, Timivra may reasonably delay payout until the transaction is verified. If a reward has validly been earned, it will not be withheld arbitrarily.

If you disagree with a referral decision, contact info@timivra.com and provide the relevant referral code, account email, and available evidence. Do not submit unnecessary personal information about the referred person.

10. Chargebacks and payment disputes

If you believe a charge is wrong, contact Timivra and/or the relevant payment provider. You retain any chargeback, dispute, or statutory rights provided by your bank, card network, payment provider, or applicable law.

Please contact info@timivra.com before opening a chargeback where practicable, so we can try to fix the issue or process a refund directly. Fraudulent or abusive chargebacks may lead to suspension of the related Timivra account, without removing a consumer’s legal rights.

Timivra may provide relevant transaction, subscription, access, or account records to a payment provider to respond to a legitimate dispute, subject to applicable law and the provider’s process.

11. Refund decisions and complaints

We aim to assess refund requests fairly and consistently, considering the purchase terms, available evidence, nature of the issue, and applicable law.

Where a request is declined, we will, where reasonably practicable and legally permitted, explain the main reason and identify any available next step. If you believe a decision was based on incorrect information, reply to the decision email or contact info@timivra.com to request a review.

You may also use any payment-provider complaint process, bank dispute mechanism, consumer-protection body, regulator, or court procedure available to you. Nothing in this Policy requires you to give up a statutory right to complain or bring a claim.

12. Changes to prices and subscription terms

Prices, plan features, and subscription terms may change for future purchases or renewal periods, subject to applicable law and any notice or consent requirements. We will not use a price change to retrospectively alter a completed transaction.

Where a price increase or material change gives you a legal right to cancel, reject the change, or obtain a remedy, that right remains available.

13. Relationship with other policies

This Policy should be read with the Timivra Terms and Conditions and Privacy Policy.

Account deletion does not necessarily cancel every recurring subscription. Subscription cancellation does not automatically delete your account. Users should take the appropriate separate steps for each action.

If a payment is made through a mobile app store in the future, that store’s applicable refund and cancellation rules may govern the transaction.

14. Contact

Fatiha One Limited trading as Timivra
Email: info@timivra.com

Include your account email, transaction reference, and a clear explanation of the issue. Do not include your password or full payment-card details.

Related: Terms and Conditions | Privacy Policy | Cookie Policy