Refund & Cancellation Policy

There is nothing to cancel

Coldcache has no subscription. You buy credit when you want it and stop when you do not. There is no recurring charge to cancel, no notice period and no termination fee.

Who you bought from

Marvio (https://marvio.tech) is the merchant of record for purchases of credit — the seller named on your invoice and the party that took the payment. Refunds are processed back to the original payment method through them.

In practice you should raise a refund with us and we will arrange it. We mention this because it decides who is legally answerable, and you are entitled to know that.

Unused credit

Unused credit is refundable within 14 days of purchase, in full, no reason required. It is money you have not spent and we do not think we should keep it.

After 14 days, unused credit stays on your balance. It does not expire, so it is not lost — but we will not ordinarily refund it in cash. If your circumstances are unusual, ask; we would rather be talked to than disputed.

Credit you have already spent

Credit consumed by completed runs is not refundable. The run happened, the model provider charged us for it, and the answer was delivered.

Two things are never charged in the first place: a run you cancel before it finishes, and a run we refuse — because you are out of credit, over a cap, or suspended. A refused run also does not count against a monthly run limit.

If a run failed on our side, or billed you for something that plainly did not work, tell us and we will credit it back. This does not require an argument.

If you are a consumer in the EU

EU consumers have a statutory right to withdraw from a distance contract within 14 days, without giving a reason, under the Consumer Rights Directive.

Credit is digital content. Where you have asked us to supply it immediately and acknowledged that you thereby lose the right of withdrawal, that right ends as soon as supply begins. In plain terms: the portion of credit you have already spent on runs cannot be withdrawn from.

We apply this narrowly and in your favour. The right of withdrawal continues to apply to the part of your credit you have not spent, for the full 14 days. You do not lose the whole purchase because you tried one query.

To withdraw, write to us at the contact address below. You do not need a form or a particular wording.

If you are a business

The statutory right of withdrawal applies to consumers, not to businesses, and most Coldcache customers are businesses. The 14-day refund on unused credit described above is our own policy and we apply it to business customers as well.

Chargebacks

Please talk to us before raising a chargeback. A chargeback costs us a fee and takes weeks; an email usually takes a day. We have never refused a reasonable refund and do not intend to start.

How to ask

Email TO BE COMPLETED — general contact email with your workspace name and what you want refunded. We will confirm in writing and process it to the original payment method. Refunds normally clear within 14 days of approval.