Refund Policy

At CVOS, we want you to be completely satisfied with your purchase. This Refund Policy outlines when and how you can request a refund for credit packs and subscription plans purchased through our platform.

All payments are processed securely through Paddle, our authorised payment provider and Merchant of Record. This means Paddle handles the transaction on our behalf, including tax collection, invoicing, and refund processing.

Refunds are issued to the original payment method used at checkout. By completing a purchase, you agree to both this Refund Policy and Paddle's Consumer Terms and Conditions.

Paddle acts as the Merchant of Record for all CVOS transactions. This means:

• Your payment is made to Paddle, not directly to CVOS
• Paddle handles tax, VAT, and sales tax compliance on your behalf
• Invoices and receipts are issued by Paddle in electronic format
• Refunds are processed through Paddle to your original payment method

While Paddle processes the payment, CVOS remains the provider of the digital product and services you receive.

If you are a consumer, you have the right to cancel your purchase within 14 days of the transaction date without giving any reason, subject to the exception below.

If you cancel within the 14-day period and have not yet used any of the digital content, you will receive a full refund to your original payment method without undue delay, and no later than 14 days after we are informed of your cancellation.

If you experience a technical issue that prevents you from using credits you've paid for — for example, a generation fails due to a server error or a document cannot be downloaded due to a bug — we will:

• Restore the credit(s) consumed during the failed operation, or
• Issue a full refund if the issue cannot be resolved

This does not affect your rights as a consumer in relation to products which are not as described, faulty, or not fit for purpose. Please contact us with details of the issue (including any error messages and the date/time) so we can investigate and resolve it promptly.

We strive to deliver high-quality AI-generated content. However, AI output is inherently variable and may not always meet your expectations. If you are unhappy with the quality of a generated CV, cover letter, or review:

• You can regenerate the content using another credit
• You can edit the output manually at no extra cost
• If you believe the output was significantly deficient (e.g., irrelevant, incoherent, or unusable), please contact us and we will review your case. We may restore the credit or offer a refund at our discretion.

Outside of the statutory 14-day consumer cancellation right, refunds are provided at the sole discretion of Paddle on a case-by-case basis and may be refused.

Paddle will refuse a refund request if there is evidence of fraud, refund abuse, or other manipulative behaviour. This does not affect your rights as a consumer in relation to products which are not as described, faulty, or not fit for purpose.

To request a refund or exercise your right to cancel, please contact us using one of the following methods:

• Email: support@cvos.app
• Legal contact form: cvos.app/legal/contact

Please include the following in your request:

• Your account email address
• Date of purchase
• Your Paddle order number (found on your invoice or receipt email)
• Reason for the refund request
• Any relevant details (error messages, screenshots, etc.)

We aim to respond to all refund requests within 3 business days. Approved refunds are processed by Paddle and typically appear on your original payment method within 5–10 business days.

If you have been charged sales tax (including VAT, GST, or similar) on your purchase and you are registered for sales tax in the country of purchase, you may be entitled to a refund of the sales tax amount, subject to applicable local laws.

You must contact Paddle within 60 days of completing the purchase to be eligible for a sales tax refund. A valid sales tax registration number for your country is required. All sales tax refund requests received after 60 days from the date of the transaction will not be processed.

This refund policy does not affect your statutory rights under applicable consumer law, including (for UK residents) the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Under these regulations, you have the right to cancel a contract for digital content within 14 days of purchase, provided the digital content has not been supplied with your prior consent and acknowledgement that you would lose your cancellation rights.

If you are a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in this policy affects your rights as a consumer to rely on such mandatory provisions of local law.

For consumers resident in the United States: this policy and all transactions are governed by the laws of the State of New York.

For all other consumers: except to the extent amended by any mandatory provisions of the law of the country in which you are resident, this policy and all transactions are governed by the laws of England.

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically.

If you have any questions about this Refund Policy, please contact us:

Email: support@cvos.app
Website: cvos.app
Submit a legal inquiry →

For payment-specific queries, you can also contact Paddle directly at paddle.net.