Refunds and re-credits

Olive is pay-as-you-go. You buy credits in advance and each action uses a set number of them, as listed in our Terms of Service. This page explains what happens to your credits when things don't go to plan.

When credits come back automatically

If something goes wrong on our side and a pack or other output isn't delivered, the credits for it are returned to your balance automatically. You'll see the re-credit in your credit history.

If you cancel a pack before copy generation starts, its credits are returned in full. Once copy generation has started, the pack runs to completion and the credits are used.

When to contact us

If an output was delivered but wasn't provided materially in line with our Terms, email support@runolive.ai with the account and pack involved. Where appropriate, we'll re-credit your balance so you can use those credits again.

Refunds

Fees paid for credits are non-refundable, except where the law requires otherwise. Re-credited credits are added back to your balance for re-use; they aren't converted to cash.

Stopping or pausing

There's no subscription to cancel and no minimum commitment. You can stop using Olive at any time. If an account stays inactive with a zero or negligible credit balance for six months or more, we may restrict access until a further purchase of ten or more credits, as set out in our Terms.

Billing questions

Email support@runolive.ai. If you have a concern about a charge, please contact us first; we'll respond and resolve it with you directly.