Refund Policy

Overview

Trivana's master product and web service are operated by Rerato, Inc. (Delaware, USA). Web purchases are processed by Stripe. Purchases made through an app store are subject to that store's cancellation and refund process. We want you to be completely satisfied with your purchase; if you are not, we offer the refund policy described below.

Creator Pro Plans (Monthly Subscription)

Creator Pro is $11 per month. Creator Pro + Smart Host is $29 per month and includes a monthly Smart Host credit allowance for prepared correct-answer, wrong-answer, and timeout reactions on eligible games. Both are monthly subscriptions.

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  Initial Refund Window: You may request a full refund within 7 days of your first charge for either current Creator Pro plan if the product is not a fit.
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  After The Initial Window: Refunds are generally not issued for partially used billing periods, but you can cancel before the next renewal.
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  Access After Cancellation: When you cancel, you keep Creator Pro access until the end of the current billing period. If a refund is approved, your account returns to the free tier.
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  Smart Host Plan: The same 7-day initial window applies to the first Creator Pro + Smart Host charge. Exact-script lip-synced video is a separately scoped production service, not part of this subscription.

Smart Host Credit Top-Ups

Eligible paid plan owners may purchase one-time Smart Host credit top-ups. If no credits from a top-up have been used, you may request a refund within 14 days of purchase. Once any included credit is consumed, the top-up is generally non-refundable except where required by law or where the service was defective. An approved refund removes the corresponding unused credits from the account.

Legacy Purchases (Existing Customers Only)

Previously sold recurring plans, add-ons, standalone credit-pack access, and one-time access products are support-only and are not offered to new customers. The following rules preserve the refund treatment for customers who already purchased them.

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  Legacy Recurring Plans: You may request a full refund within 7 days of the first charge on that plan. You can cancel before the next renewal and keep access until the end of the current billing period. Partially used periods are generally not refundable.
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  Legacy Annual Plans: The same 7-day initial window applies; after it, the remainder of the annual term is non-refundable unless required by law.
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  Legacy One-Time Access: A historical one-time access purchase may be refunded in full within 14 days of purchase. After 14 days it is non-refundable, subject to the terms shown at purchase and applicable law. The value of consumed credits may be deducted from an approved refund.
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  Legacy Credit Packs: An unused pack may be refunded within 7 days of purchase. Once any credit in the pack has been used, the pack is non-refundable.

Workshop Reinforcement Pilot

The $399 Workshop Reinforcement Pilot involves custom work based on material you provide.

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  First-draft target: First candidate decision set targeted within two business days after Trivana accepts a complete brief and usable source material. Time waiting for source access, buyer answers, selection, revision feedback, or approval is outside that target.
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  Refund boundary: A full refund may be requested before Trivana delivers the first candidate decision set for buyer review. After that custom draft is delivered, the service is generally non-refundable while Trivana completes the agreed scope and included revision, except where required by law or if Trivana misses a separately confirmed delivery commitment.
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  Rescheduling: You may move the Day 0 launch once at no charge by giving at least two business days' notice. Material scope changes may require a revised quote or timeline.

These limits do not reduce any refund or cancellation right required by applicable law.

Cohort Rerun

The $249 Cohort Rerun delivers an already-approved Workshop Reinforcement program to one new private cohort with no content changes.

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  Refund boundary: A full refund may be requested any time before the new cohort's round links are released. After the links are released, the rerun is generally non-refundable except where required by law or if Trivana misses a separately confirmed delivery commitment.
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  Scope: A rerun includes zero content changes. Any wording, scenario, or facilitator change requires a new pilot purchase, not a rerun.

Personalized Facilitator Setup

The Personalized Facilitator Setup is not currently offered to new buyers. The terms below continue to apply in full to Personalized Facilitator Setups that have already been purchased.

The $1,999 Personalized Facilitator Setup involves custom media production from your consented photos and voice recording.

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  Refund boundary: A full refund may be requested any time before the build starts (the build starts when your signed authorization and usable intake are accepted). After your personalized facilitator is delivered and accepted, the setup is generally non-refundable except where required by law, and one consolidated revision round is included before acceptance.
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  Consent: A matching written authorization must be completed before any build starts: revocable likeness consent for the default self-based licensed-voice path; separate v2 likeness and voice-cloning consent plus recording provenance for the optional cloned-voice path; or fictional-character creation authorization with no real-person biometric uploads. Consent is never inferred from public recordings or workshop ownership.
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  Scope: The one-time setup covers the persona only. Each future workshop, cohort, or rerun is still produced and purchased separately; the setup never includes unlimited or self-serve content production.

When the setup is purchased as the founding pairing (persona plus included pilot), the included program follows the Workshop Reinforcement Pilot terms above once its brief is submitted.

These limits do not reduce any refund or cancellation right required by applicable law.

Trivana Studios

Trivana Studios work begins only under an accepted written scope. That scope states the deliverables, rights, production level, schedule, price, payment milestones, and any cancellation or refund terms for the custom activation. Mandatory rights under applicable law still apply.

How to Request a Refund

To request a refund, please contact us with the following information:

• •Your registered email address on Trivana
• •Date of purchase
• •Payment ID or transaction reference (if available)
• •Reason for refund (optional, helps us improve)

The fastest way is the in-app refund request on your billing page. You can also email [email protected].

Processing Time

Refund requests are processed within 5-7 business days. Once approved, the refund will be credited to your original payment method. Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

Exceptions

Refunds may be denied in the following circumstances:

• •Accounts that have been suspended or terminated for violating our Terms of Service
• •Fraudulent or abusive refund requests
• •Requests made after the applicable refund window has expired

Taxes

When a full refund is approved, refundable taxes collected by the payment provider are returned to the original payment method where required and supported. Tax treatment may vary by jurisdiction and payment provider.

Contact Us

If you have any questions about our refund policy, please contact us at:

Email: [email protected]

Operator: Rerato, Inc., Delaware, USA

Business mailing address: 815 Superior Ave East, Suite 1618, PMB 228, Cleveland, OH 44114, USA