Refund Policy

Adward

Last updated: 8 May 2026

1. Overview

Adward (operated by Conversion Design d.o.o.) provides access to a software-as-a-service platform for AI-powered ad creative generation. Subscription fees grant access to the platform and a recurring allocation of generation credits. Top-up credits are sold separately as one-time purchases.

This Refund Policy describes the limited circumstances in which fees paid to Adward may be refunded. Except as expressly set out below, or as required by mandatory law, all fees are non-refundable.

By subscribing to Adward, you acknowledge that you have read and accepted this Refund Policy.

2. 50% Money-Back Guarantee

2.1 Eligibility

You may request a refund equal to fifty percent (50%) of the price paid for a subscription plan, subject to all of the following conditions:

(a) the request is submitted within thirty (30) days of the date the relevant subscription fee was charged, whether for an initial subscription or a renewal;

(b) the request is submitted through the process described in Section 6;

(c) the account is in good standing, with no breach of the Terms of Service, the Acceptable Use Policy, or this Refund Policy;

(d) the request is the first refund request for the subscription period in question (you cannot request multiple refunds for the same billing period).

2.2 What the Refund Covers

The same fifty percent (50%) ratio applies to every subscription tier and cycle, calculated on the price actually paid (after any applicable discount or promotional code).

2.3 What Happens to Your Account

When a refund is approved:

• the subscription is cancelled at the time of refund, with no further access to the platform after that point;
• any unused subscription credits in your monthly allocation are forfeited;
• any credits in your top-up pool, including credits that previously rolled over from your subscription allocation, are preserved and remain available for use through any future Adward subscription on the same account;
• recurring billing is stopped and no further charges will be made unless you start a new subscription.

2.4 Anti-Abuse Safeguards

The money-back guarantee is provided in good faith. We reserve the right, at our sole discretion, to decline a refund request, require additional information, or refer the request to manual review where:

(a) usage during the refund window exceeds fifty percent (50%) of the credits allocated for that cycle;

(b) the account shows patterns inconsistent with genuine evaluation, such as repeated subscribe-refund cycles, multiple accounts associated with the same payment method or person, or unusual generation volume immediately preceding a refund request;

(c) the request relates to a subscription that has already been the subject of a refund or chargeback;

(d) the request is made in connection with a violation of the Terms of Service or the Acceptable Use Policy;

(e) we have reasonable grounds to suspect fraud, misrepresentation, or other improper conduct.

In such cases, we may approve a partial refund, decline the refund, offer goodwill credits in lieu of cash, or take other appropriate action.

3. Statutory Right of Withdrawal (EU Consumers)

If you are a consumer in the European Union and have purchased Adward as a private individual outside the scope of any business activity, you may have a statutory right of withdrawal under EU consumer protection law within fourteen (14) days of your initial purchase. Where this right applies, it operates in addition to, and on more favorable terms than, the contractual money-back guarantee in Section 2.

By starting to use the service before the end of the fourteen (14) day withdrawal period, you expressly request immediate performance and acknowledge that, in accordance with applicable law, you lose your statutory right of withdrawal once the service has been fully performed. Use of the service is deemed to begin from your first generation, login, or other interaction with the platform after subscription.

This Section 3 does not apply to business customers or to customers based outside the EU.

4. Non-Refundable Items

The following are non-refundable under any circumstances, except where required by mandatory law:

• Top-up credit packs. Top-ups are a one-time purchase of permanent credit balance. They do not expire while the account is active and remain available for use, which is why they are not refundable.
• Subscription fees outside the 30-day window. After thirty (30) days from a charge, the related subscription period is non-refundable in full or in part, even where you stop using the service.
• Fees paid by an account that has been suspended or terminated for breach of the Terms of Service or Acceptable Use Policy.
• Taxes, payment processing fees, currency conversion costs, and similar third-party charges.

5. Top-Up Credits and Credit Rollover

5.1 Top-Ups Do Not Expire While Account Is Active

Top-up credits remain on your account indefinitely while the account is active. Where an account becomes inactive (no login or generation activity) for a continuous period of twelve (12) months, we may, after giving reasonable notice, expire unused top-up credits to the extent permitted by applicable law. We do not unilaterally void top-up credits while the account is in active use.

5.2 Subscription Credits Roll Over

At the end of each monthly drip cycle, any unused subscription credits automatically transfer to your top-up pool, where they remain available without expiry while your account is active.

5.3 No Cash Value

Credits, whether subscription, rolled-over, top-up, or bonus, have no cash value, are not transferable between accounts, and cannot be exchanged for refunds. Refunds are calculated only against subscription fees actually paid, in accordance with Section 2.

6. How to Request a Refund

6.1 Process

To request a refund under Section 2, send an email to billing@adward.io within the eligibility window, including:

(a) the email address associated with your account;

(b) your order number or invoice reference;

(c) the date of the charge to which the refund relates;

(d) a brief reason for the request (optional).

Refund requests submitted through any other channel, including support chat or social media, may not be processed within the eligibility window. The cut-off is determined by the time the email is received at billing@adward.io.

6.2 Review

We review eligibility against this Refund Policy and respond within five (5) business days. If we require additional information, the response time is calculated from the date we receive a complete request. Where the request is referred to manual review under Section 2.4, the review may take up to fifteen (15) business days.

6.3 Approved Refunds

Approved refunds are processed within ten (10) business days of approval, to the original payment method. Bank or card processor settlement times are outside our control and may add additional days to the appearance of funds in your account.

6.4 Declined Refunds

If we decline a refund request, we will provide a brief explanation referencing the relevant section of this Refund Policy. Declined requests are not subject to internal appeal. Where you believe the decision is incorrect, you remain free to pursue any rights available to you under applicable law.

7. Chargebacks and Disputes

Before initiating a chargeback or payment dispute with your card issuer or bank, you agree to first contact us at billing@adward.io and allow us a reasonable opportunity to address your concern. Chargebacks initiated without prior contact, or in circumstances where this Refund Policy does not provide for a refund, may result in:

(a) immediate suspension or termination of your account;

(b) loss of access to all generated content stored on the platform;

(c) recovery of associated costs, including chargeback fees imposed by the payment processor;

(d) referral to debt collection where amounts remain owing.

We reserve the right to dispute any chargeback that is not consistent with this Refund Policy.

8. Cancellations

You may cancel your subscription at any time from your account settings or via the Stripe customer portal. Cancellation takes effect at the end of the current paid period. You retain access to the platform and continue to receive credit drips through that period. Cancellation does not, by itself, entitle you to a refund. Refunds are governed exclusively by this Refund Policy.

For yearly subscriptions, the twelve (12) month commitment locks the cycle for the period paid (see Terms of Service, Section 4). Cancellation of a yearly subscription stops auto-renewal but does not shorten the current paid period or generate a pro-rata refund of the remaining months.

9. Service Issues and Goodwill Credits

We are not obliged to issue refunds for transient service interruptions, third-party model provider outages, generation quality variations inherent to AI systems, or platform changes that are within the scope of our Terms of Service. Where we believe a goodwill gesture is appropriate, we may, at our sole discretion, offer service credits, additional generations, or extended access in lieu of a cash refund. Goodwill gestures are not an admission of liability and do not create any precedent or entitlement.

10. Changes to This Policy

We may update this Refund Policy from time to time. The version in effect at the time of your subscription charge applies to that subscription period. Material changes will be notified by email or through the platform at least fourteen (14) days before they take effect. Changes do not retroactively affect refund rights for charges made before the change took effect.

11. Contact

For refund requests: billing@adward.io

For general inquiries: support@adward.io

Conversion Design d.o.o. Ljubljana, Slovenia