Refund Policy

Refund and Withdrawal Policy

Version: 2.0
Effective date: 3 August 2026
Supersedes: version 1.1 of 2 August 2026
Provider: Pedro Cantueso García de Vinuesa — NIF 45748777Y — Avenida de la Arruzafa 50, 14012 Córdoba, Spain
Refunds and consumer care: [email protected] · +34 621 34 26 94 (Monday to Friday, 10:00-14:00 CET) · postal address above

This document develops sections 4, 15 and 16 of the Terms of Service — the commercial conditions, the guarantee of conformity and the right of withdrawal. Where the two ever diverge, the Terms prevail; this policy only explains how they are applied and adds commitments in the consumer's favour. It is published so that both sides can point at the same rules: it is our documentary basis when a payment is disputed, and it is your entitlement when the Service fails you.

1. Two different things, deliberately kept apart

Most refund disputes happen because two separate entitlements get mixed up. In this policy they never are:

	What it is	Where it comes from	Where it is dealt with
A. Right of withdrawal	Changing your mind about the contract within 14 days, no reason required	Arts. 102 to 108 of the Spanish Consumer Act (Real Decreto Legislativo 1/2007, "TRLGDCU"), transposing Directive 2011/83/EU	§3
B. Conformity / warranty	The Service not being what it is supposed to be	Arts. 115 bis, 115 ter, 117, 118, 119, 120.2 and 121.2 TRLGDCU, transposing Directive (EU) 2019/770	§6 and §7
C. Commercial goodwill	Cases we refund because it is the right thing to do, even when neither A nor B strictly obliges us	This policy	§8

A fourth actor sits above all three: Paddle.com Market Ltd is the Merchant of Record and the legal seller for every paid transaction on kreawave. Paddle may issue a refund at its own discretion under its Merchant Agreement, and Paddle's own buyer terms already grant a 14-day refund window. Nothing in this policy can be less generous than Paddle's terms; where Paddle is more generous, Paddle wins.

2. What you can try before paying anything

This matters legally, because it is the yardstick against which "is the Service conforming?" is measured (art. 115 ter.1.b TRLGDCU: goods and digital services must match the sample, model or trial version made available before the contract).

Public demo, no sign-up, no payment.
10 free minutes of audio credited once per email address when you register. They do not expire and they are not renewed.
Voice catalogue samples for every voice.
The €1 / 24-hour trial, which is a paid contract and therefore carries the full withdrawal right in §3.

Important disclosure about the catalogue samples. The audio samples in the voice catalogue are selected recordings: each one was produced by generating five takes and keeping the best, judged by an automatic quality scorer. Your own generations are produced differently: the Service generates a take, checks it against an automatic quality gate, and delivers the first take that passes, without generating further takes. If a take does not pass, that segment is generated again, up to a maximum of three attempts; if none of the three passes, the best of the three is delivered rather than the job failing, and the outcome is written to your job record. Your audio is therefore never a best-of-five selection. So a catalogue sample is a fair illustration of what a voice can sound like — a faithful reference for its timbre, register, language and character — but not a guarantee that every sentence you generate will match that specific take. Natural variation between takes — of timbre detail, emphasis, prosody and pacing — is an inherent property of AI speech synthesis and is disclosed in the AI Content Disclosure. We state this here, before you pay, precisely so it cannot later be presented as a hidden defect.

3. Right of withdrawal — 14 days

3.1 You have it, and using the Service does not by itself destroy it

kreawave is a service supplied under a contract for the supply of digital services (art. 2.2.a of Directive (EU) 2019/770; Court of Justice of the EU, judgment of 8 October 2020, PE Digital, C-641/19). It is not a one-off delivery of a digital file.

Consequently the applicable exception is art. 103.a TRLGDCU, which removes the right of withdrawal only once the service has been performed in full, and only where you had given prior express consent to begin and had acknowledged that full performance would extinguish the right.

You therefore keep your right of withdrawal after generating your first audio. Any statement to the contrary in earlier versions of our documents is corrected by this version and is not applied against you.

You may withdraw within 14 calendar days from the day the contract was concluded (art. 104.a TRLGDCU), without giving any reason and without penalty.

3.2 When the right is genuinely gone

Only where the contract has been performed in full before the 14 days elapse, and only if — at the moment of payment — you asked us expressly to start immediately and acknowledged the consequence. In practice this means one case only:

The €1 / 24-hour trial, once its 24 hours have elapsed. The trial does not auto-renew and cannot be bought twice on the same account, so there is nothing left to perform after it expires.

No other product loses the right. A monthly or annual subscription is never fully performed inside its first 14 days. Neither is an hour pack: its hours are consumed over time, it is not tied to any period, and the contract is not extinguished by your having spent them. Withdrawal from a subscription or from a pack is therefore always available for the full 14 days, subject only to the proportionate amount in §3.3 — and where you have consumed the whole of a pack, that proportionate amount simply equals the full price and nothing comes back, but the right itself is not extinguished, and it is not extinguished by use. This matches Terms of Service §16.3; if the two texts ever diverge, the one more favourable to you applies.

3.3 What you pay if you withdraw after asking us to start

Under art. 108.4 TRLGDCU you owe an amount proportionate to the part of the service already supplied at the moment you tell us you are withdrawing, measured against the whole object of the contract and calculated on the basis of the total price agreed. The Court of Justice of the European Union has ruled that this amount is calculated in principle pro rata temporis (judgment of 8 October 2020, PE Digital, C-641/19), and that for a subscription to a digital service the compensation is tied to the period of use and, where appropriate, to the economic value of what was actually consumed (judgment of 9 July 2026, Sky Österreich Fernsehen, C-234/25).

This is the same formula as §16.2 of the Terms of Service, and this policy states no separate rule, so that the two can never diverge:

amount payable = (total price paid × days elapsed ÷ days of the committed period) + (hours of audio generated in excess of the volume those days entitled you to × €0.80 per hour), and never more than the total price you paid.

The first term is the pro rata temporis element required by that case law. The second exists only to stop a whole period's volume being drawn down in a few days and then withdrawn from; €0.80 is the lowest per-hour price we sell to anybody (the 40-hour pack), and it applies solely to volume beyond what the days you actually held the plan entitled you to. If you stayed within that entitlement, the second term is zero. The committed periods and volumes are the ones published in Terms of Service §16.2.

Worked examples:

Case	Elapsed	Generated	Volume those days entitled you to	Amount payable	Refund
Pro monthly (€15), withdrawn on day 6, 3 h generated	6 / 30	3 h	4.8 h	€3.00	€12.00
Unlimited annual (€300), withdrawn on day 14, 60 h generated	14 / 365	60 h	78.9 h	€11.51	€288.49
Pro annual (€150), withdrawn on day 14, 24 h generated	14 / 365	24 h	11.0 h	€5.75 + €10.36 = €16.11	€133.89
Pro annual (€150), withdrawn on day 2, nothing generated	2 / 365	0 h	—	€0.00	€150.00
15 h pack (€14), withdrawn having used 4 h	n/a	4 h	n/a	€3.73	€10.27

A top-up pack has no committed period — its hours never expire — so for a pack the proportion is measured simply in hours of the pack.

The 10 free welcome minutes are never counted as consumption, because you did not pay for them. And where your account has generated no audio at all, we waive the proportionate amount entirely and refund 100% — see §8.1.

If we failed to inform you properly, or you never expressly asked us to begin before the 14 days were up, you owe nothing at all for the part already supplied (art. 108.5 TRLGDCU). The express request and the acknowledgement are collected at the moment of payment, recorded with a timestamp and the version of the Terms then in force, and confirmed to you in writing. If, for any purchase, they were not collected at that moment, you owe nothing for the part already supplied and the refund is 100% of the price paid.

3.4 How to withdraw

Write to [email protected] (or to the postal address above) with an unequivocal statement of your decision. You may use this form, but you are not obliged to:

Model withdrawal form
To: Pedro Cantueso García de Vinuesa, Avenida de la Arruzafa 50, 14012 Córdoba, Spain — [email protected]
I hereby give notice that I withdraw from my contract for the supply of the kreawave service.
Ordered on: ____ · Account email: ____ · Consumer name: ____ · Consumer address: ____
Signature (only if this form is notified on paper): ____ · Date: ____

Sending the notice within the 14 days is enough; it does not have to reach us within them (art. 106.4 TRLGDCU).

We reimburse all payments received, using the same means of payment you used, within 14 calendar days of being informed of your decision (art. 107.1 TRLGDCU), less only the proportionate amount in §3.3. We do not charge any fee for the reimbursement itself.

3.5 Extended period if we informed you badly

If we did not give you the withdrawal information required by law, the period runs for 12 months from the end of the initial 14 days (art. 105.1 TRLGDCU). Art. 105.2 TRLGDCU adds that, where the correct information is supplied later, a fresh period of 14 calendar days runs from the day you receive it — receive it, not the day we publish it on the website.

Version 1.1 of our documents described the exception incorrectly. Accordingly, if you purchased under version 1.1: your period runs until 12 months after the end of the original 14 days, and it keeps running in your favour until you receive our individual notice of version 2.0, at which point you have a fresh 14 days. This is exactly what Terms of Service §16.6 says, and that section governs the point. Write to us and we will apply it rather than the superseded text.

3.6 What happens to your account when a refund is issued

This is automated and you should know it before you ask:

Subscription refunded or charged back → the subscription is cancelled at Paddle, the plan is withdrawn and the plan's remaining monthly volume is set to zero. Purchased hour packs in your wallet are not touched.
Hour pack refunded or charged back → the hours from that specific purchase are removed from your wallet (never below zero, so if you already spent them the balance simply goes to zero) and you receive an email telling you so.
Only a firm refund or a firm chargeback triggers this. Warnings and reversals do not.

4. Failed generations: the volume comes back automatically

If a generation does not complete because of a technical fault on our side, you are not charged for it. You do not have to ask. The mechanism is simpler than a refund: volume is charged only when a generation completes successfully, so a job that fails, or that you cancel, never reaches the point at which it would be charged.

Event	What happens
Generation ends in terminal failure	Never charged. Your balance is untouched
You cancel a queued or running job	Never charged. Your balance is untouched
A worker or GPU hangs	The job is detected as stalled after 15 minutes and retried once; if the retry also fails the job ends in failure and, again, is never charged
Generation exceeds its hard time budget	The job fails terminally and is never charged

What you will and will not see in your ledger. Your Usage history records every successful generation, every regeneration and every purchase or credit, with its date, its job and its number of characters. Because a failed job is never charged, you will see neither a charge nor a reversal for it there: the job appears in your generation history, marked as failed. We state this plainly rather than promise you a reversal entry that does not exist — if you believe you were charged for a generation you never received, write to us with the job identifier and we will check it against our own records, which is our burden and not yours (§6).

Note the distinction, because §5 depends on it: a failed generation was never charged at all. Regenerating after a failure costs you nothing more than the new generation itself would have cost had the first one worked.

When image and video generation are enabled, the same automatic-return rule applies to their units of measurement, which will be declared in the Terms at that time.

5. Regenerating a segment is a new, chargeable generation

Regeneration is charged. There are no free regenerations on request. This is stated here, in advance, so that it is part of what you agree to before you pay (art. 60 and art. 97.1 TRLGDCU, precontractual information).

Two rules, and the reason for each:

A regeneration is a full synthesis. Redoing a segment does not "edit" the previous audio; it synthesises that entire segment again from scratch on a GPU. The cost to us is the same as generating it the first time, so it is charged the same way.

A regeneration is charged on the text that is actually synthesised. If you supply a corrected text for the segment, that is the text we charge. Regenerating never gives you back the take it replaces: the take you are replacing was produced and delivered, and the volume charged for it stays charged, whether your new text is longer or shorter. What we do not do is charge you twice for the same characters. A segment is capped at 200 characters, so a correction can never be used to obtain a larger generation than the segment it replaces.

This applies whether you regenerate because of a typo of your own, because you want a different reading, or simply because you prefer another take. Your ledger records these movements under their own type, Regeneration, so you can always see what a redo cost.

Deliberately submitting defective text in order to obtain a re-run at reduced cost is prohibited by §8.3 of the Acceptable Use Policy and is dealt with there, as conduct — not by charging every customer for characters we do not synthesise.

The only carve-out — and it is not a favour, it is the law. Where the delivered output is genuinely non-conforming for a reason attributable to us, art. 118 TRLGDCU gives you the right to have it brought into conformity free of charge, and art. 10 TRLGDCU makes any waiver of that right void. We do not pretend otherwise. What "non-conforming" means, and what it does not, is set out in §6, and we assess it against our own generation records, not against a subjective preference.

6. Conformity: what counts as a defect and what does not

Is a lack of conformity (we fix it at our cost, or reduce the price — arts. 118 and 119 TRLGDCU):

Audio that does not correspond to the text submitted: missing, truncated, repeated or interpolated content.
Output in a language or a voice other than the one selected.
Corrupted, silent or undownloadable files, or files that cannot be played in the formats we offer.
The Service being unavailable or unable to generate for extended periods (see §8.4).
Any feature described in the Terms not working as described.

Is not a lack of conformity (no refund, no free rework):

Not liking the timbre, the accent, the emotional register or the pacing of a voice you chose. Every voice can be heard in the catalogue, in the demo and with your 10 free minutes before you spend a cent, and §2 explains exactly what those samples are and are not.
Variation between takes of the same text, including occasional mispronunciation of proper nouns, acronyms, foreign words or unusual spellings. This is an inherent limitation of AI speech synthesis, disclosed in the AI Content Disclosure before purchase.
The result of text you submitted with errors, unsupported characters or wrong language selection.
The generated content not being useful for your particular project, or your client not liking it.
The presence of the inaudible AudioSeal watermark that every audio carries. It is a mandatory transparency measure, it is disclosed before purchase, and it is not a defect.

Our liability for lack of conformity runs for the entire period during which the Service is supplied to you (art. 120.2 TRLGDCU), and during that period the burden of proving conformity is on us, not on you (art. 121.2 TRLGDCU). We do not ask you to prove that our system failed; we look it up.

7. The principle, stated plainly

During your first 14 days, everything below is subject to your right of withdrawal in §3: you may change your mind about any purchase, for any reason or none, and get your money back less the proportionate amount in §3.3. What follows is the position once that period has passed.

You paid and did not use the Service → refunded, whenever you ask, with no time limit. We treat it as a mistake or a change of mind and we do not ask why. (§8.1)
You paid, used the Service, and it worked → the volume you consumed is not returned, because the service corresponding to it was supplied. Inside the 14 days, §3 still applies to the rest.
You paid and the Service failed you → always put right, at our cost, whatever you had used before or after. (§4, §6, §8.4)
You paid, the Service worked, and you simply prefer a different voice → outside the 14 days, not refundable (§6); inside them, §3 applies and you get your money back less the proportionate amount.

8. Refunds we grant outside the withdrawal right

8.1 Paid, never used

If the account has generated no audio at all, the full amount is refunded on request, with no questions asked and no deduction, for as long as that remains true — we do not enforce the 14-day limit for a genuinely unused purchase. We verify zero usage against our own generation records before issuing it.

Request it: email [email protected] with the account email and the date of payment.

8.2 Duplicate charge

If the same period or the same pack was charged twice, the duplicate is refunded in full to the original payment method. We aim to complete it within 5 business days of your notification, and in any event within the 15-day statutory limit in §9.

Report it: email with the subject "Duplicate charge — [date]" and the statement line.

8.3 Paid but the account could not be activated

If you paid and could not obtain access because of a technical fault on our side, and support cannot restore access within 72 hours of your report, the full amount is refunded. Report it as soon as you can; we impose no deadline of our own on a claim of this kind.

8.4 Extended unavailability

Where the Service is unable to generate for you, or generates materially below the quality of the published sample of the voice you chose, that is a lack of conformity and you are entitled to a proportionate reduction of the price for the affected part of the period (art. 119 TRLGDCU). There is no minimum duration: an interruption of two hours is assessed on the same basis as one of two days, in proportion to what it cost you.

The reduction is calculated as (hours of outage ÷ hours in the paid period) × price paid, and it is credited to your next period or refunded in cash, at your choice. Purchases of hour packs are unaffected by an outage, because their hours do not expire.

This is granted on request: write to us and we will verify it against our own service records, which is our burden and not yours (art. 121.2 TRLGDCU). We do not operate an automatic outage-credit mechanism and we do not claim we do. No product is excluded from this section, including the €1 trial, and you may claim for as long as our liability for lack of conformity lasts (art. 120.2 TRLGDCU) — we impose no shorter deadline of our own.

8.5 A charge you do not recognise

Charges from kreawave appear on your statement under Paddle's descriptor, which is a common cause of honest confusion.

Contact us first: [email protected], subject "Unrecognised charge — [last 4 digits] — [date]". We will identify the payment and either explain it or refund it. See §10 before going to your bank — not as a threat, but because it is faster and because of what an involuntary reversal does to your account.

9. How to request anything in this policy, and how long we take

Channels — art. 21.3 TRLGDCU requires the medium through which the contractual relationship began, plus postal, telephone and electronic means:

Email: [email protected] — the same electronic medium through which you signed up and purchased.
Telephone: +34 621 34 26 94 (Monday to Friday, 10:00-14:00 CET)
Post: Avenida de la Arruzafa 50, 14012 Córdoba, Spain

Include: account email · date and amount of the charge · what you are asking for · which section of this policy you rely on, if you know it.

Our commitments:

Step	Time
Acknowledgement of receipt, with a reference number	48 business hours
Full answer resolving the request	Within 15 days maximum from the date the request is submitted, per art. 21.3 TRLGDCU. We aim for 5 business days
Reimbursement of a withdrawal under §3	Within 14 calendar days from the day we receive your withdrawal notice (art. 107.1 TRLGDCU), whenever the internal decision is taken
Reimbursement of any other refund granted under §8	Within 14 calendar days of our decision
Appearance on your bank statement	A further 5–10 business days, controlled by your card issuer, not by us

Method: always to the original payment method. We do not substitute an account credit for a refund you are entitled to in money, though you may ask for a credit instead if you prefer one.

Cancelling instead of refunding. You can cancel a subscription yourself from your account at any time; cancellation takes effect at the end of the period you have already paid for and you keep access until then. Cancelling is not a refund and does not by itself return money; hours already in your wallet survive cancellation and do not expire.

10. Chargebacks

If you ask your bank or card issuer to reverse a payment without contacting us first, three things follow, and none of them are discretionary on our side:

Paddle, as the legal seller, handles the dispute and incurs the scheme's dispute costs.
When the reversal becomes firm, the service that payment bought is withdrawn automatically, exactly as described in §3.6: the plan and its remaining volume are removed, or the refunded pack's hours are removed from your wallet. Otherwise a monthly payment could be reversed indefinitely while the service continued.
We will still answer you. A chargeback does not close the door: if the charge was in fact wrong, we will say so.

We do not restrict, suspend or degrade your account merely because a dispute is open. We ask you to come to us first because it is faster than the card networks and because it avoids an automatic withdrawal of service you may not have intended to trigger.

11. When no refund is due

Outside the 14-day withdrawal period of §3, and without prejudice to it, no refund is due in the following cases:

Subjective dissatisfaction with a voice, accent, style or delivery that is not a lack of conformity under §6.
Regeneration of a segment, under §5.
Unused volume on cancellation. Plan volume for the current period is not converted into cash when you cancel; you may use it until the period you paid for ends. Purchased pack hours are different: they do not expire and remain in your wallet.
The 10 welcome minutes and any other credit granted free of charge. They were never paid for, so there is nothing to refund.
Termination for serious breach — the volume you already consumed. Where an account is terminated for a serious breach of the Acceptable Use Policy — in particular content involving minors, impersonation of a real person's voice or likeness without authorisation, fraudulent use, or attacks on the Service — the volume already consumed is not refunded, because the service corresponding to it was supplied. The unexpired part of the paid period, and any purchased top-up hours you have not used, ARE refunded to you within 14 days: we do not keep money for a service we are not going to provide, and we apply no forfeiture of amounts paid. Where your breach has caused us loss we will set it out to you in writing, with the amounts and their basis, and claim it from you separately; we do not deduct it unilaterally from your balance. This is the rule in Terms of Service §13, which governs.

12. Complaints and out-of-court dispute resolution

If you are not satisfied with our answer, you may:

Escalate to the Municipal Consumer Information Office (OMIC) of your municipality, or to the consumer authority of your Autonomous Community. In Andalusia: Consumo Responde, Junta de Andalucía.
Submit the dispute to the Spanish consumer arbitration system (Sistema Arbitral de Consumo, Real Decreto 231/2008). As art. 97.1.t TRLGDCU requires us to state this either way: kreawave is not adhered to that system, nor to any accredited alternative dispute resolution entity under Law 7/2017 of 2 November. We may nevertheless accept arbitration case by case where a consumer proposes it, and we will say so in writing when we do. See Legal Notice §10.
Request the official complaint and claim form of the Junta de Andalucía (hoja de quejas y reclamaciones), which we make available free of charge on request in the form laid down by Decreto 82/2022 of 17 May (BOJA no. 95, 20 May 2022) and the Order of 24 April 2026 governing the Hoj@ electronic complaints system (BOJA no. 82, 30 April 2026). Where a complaint is submitted on that official form, we answer it within the 10 working days that regulation requires. Write to [email protected] with the subject "hoja de reclamaciones"; you may return it by email or by post to the address in §9, and you may also submit it directly through the Junta de Andalucía's electronic complaints system. See Legal Notice §2.3.
If you live in another EU or EEA country, contact the European Consumer Centre network (ECC-Net) in your country.
Go to court. As a consumer you may sue in the courts of your own domicile; no clause of ours removes that (art. 90.2 TRLGDCU).

The EU Online Dispute Resolution (ODR) platform no longer exists. Regulation (EU) 2024/3228 repealed Regulation (EU) 524/2013; the platform stopped accepting new complaints on 20 March 2025 and ceased all service on 20 July 2025. Earlier versions of our documents pointed to it. They should not have, and this version does not.

13. Audio, image and video

kreawave currently offers audio generation. This policy is written to cover image and video generation as well, so that the rules do not change under you when those modules are enabled: the same withdrawal mechanics (§3), the same automatic return of units on technical failure (§4), the same charging rule for regenerations (§5), and the same conformity boundary (§6). The unit of measurement for each module and its price will be published in the Terms of Service before it is offered for sale.

14. Language, law and precedence

This policy is published in English, which is the language of the Service. The contract is governed by Spanish law and by the consumer protection rules of your country of residence where those are more protective. The precontractual information required by art. 97.1 TRLGDCU is provided in Spanish, as required by arts. 60.4 and 98.1 TRLGDCU: it is published at https://kreawave.com/legal/pre-contract-es and we send it to you on request at [email protected].

Order of precedence: Terms of Service → this Refund and Withdrawal Policy → Acceptable Use Policy → other legal documents.

In every case, and notwithstanding that order, where two of our documents differ and one of them is more favourable to you as a consumer, the more favourable text applies (art. 80.2 TRLGDCU). No rule of precedence in our documents may remove or reduce a right that Spanish or European consumer law gives you and that cannot be waived by contract (art. 10 TRLGDCU).

15. Versions and changes

This policy is always available at https://kreawave.com/legal/refunds.

Every substantive change raises the version number and the effective date shown at the top of this document, and the superseded version is identified there. Changes unfavourable to users are notified 30 days in advance and do not apply retroactively to purchases already made; changes favourable to users take effect immediately. The version in force when you made a purchase is the version that governs it.

Change log

Version	Date	What changed
2.0	3 August 2026	Withdrawal right rewritten on the correct legal basis (art. 103.a, not art. 103.m); proportionate amount added on the basis of art. 108.4 TRLGDCU and calculated pro rata temporis per CJEU C-641/19 and C-234/25, identical to Terms §16.2; hour packs confirmed as retaining the withdrawal right; regeneration charging rules published for the first time; conformity boundary and catalogue-sample disclosure added; automatic-return timings corrected to what the system actually does; outage credit corrected from "automatic" to "on request"; dead ODR platform removed; telephone and postal channels and the 15-day statutory answer added; extended to image and video
1.1	2 August 2026	Previous version