Refund & Cancellation Policy

Last updated: 2026-07-05

This policy explains how refunds and cancellations work on the Rovvi AI Ambassador marketplace and Protected Payments (milestone escrow). It is written to be fair and even-handed to both sides — the Customer who funds the work and the AI Advisor (or other resource) who performs it. The binding legal terms are in the Marketplace & Protected Payments Agreement (Sections 11–12); this page is the plain-language companion to it.

The two principles everything rests on

• Completed work is always paid. Any phase that has been delivered and approved is final and is paid to the resource. Completed work is never refundable and never clawed back.
• You only pay for what's delivered. Money for a phase is held in escrow and is only released when both sides sign off. Phases that were funded but not completed can be returned to the Customer when a project is properly closed.

Our goal is full transparency: every dollar of completed work is paid to the person who did it, and every dollar for work that was never done is accounted for and returned or re-applied.

When a refund is possible

A refund is only available when both the Customer and the AI Advisor agree that the project (or its remaining, unfinished phases) should be canceled. A refund is not a way for one side to walk away from work already delivered, and it is not a substitute for the dispute process below.

Projects can legitimately reach a mutual decision to close early — this is normal and expected. Common, good-faith reasons include:

• Information that turns out to have been incomplete or misguided when the work was scoped;
• A realization during the discovery / design-gathering or assessment phase that the fit or the approach isn't right;
• A change order would be required that materially changes the project (see below);
• The resource determines they cannot meet the requirements, and that the project as scoped would not meet the Customer's needs.

In these cases the parties agree to close the project, unfinished phases are refunded (subject to the cost-recovery below), and any completed phases stay paid.

Project credits — the fee-free option

There is zero cost to keep your escrowed dollars and use them on a future project. Instead of refunding money back out, funds from a closed project can be kept as project credits and applied to a new engagement — same resource or a different one — with no fee and no deduction, as long as they are used within one year. The cost-recovery amounts below apply only when money is actually refunded back out; rolling into credits is always free.

You can also buy credits over time — up to $5,000 per month — to save up for future projects at your own pace.

Bonus credit toward your AI work. Because they cost Rovvi less to process, credit purchases earn extra credit added on top of what you pay — not a cash discount, but additional dollar value to spend on any Rovvi project: +5% when you pay by bank transfer (ACH) and +2% when you pay by credit or debit card. So $1,000 gives you $1,050 in credits via ACH, or $1,020 via card — the extra is yours to put toward AI work. The bonus applies to purchased credits only; it does not apply to escrow funds rolled over from a closed project, and — like all credits — the full balance is non-refundable and expires one year after purchase.

Two things to know before choosing credits over a refund:

• Credits are never refunded. Converting escrow to credits, or purchasing credits, is a one-way choice — credits can only be spent on Rovvi projects, not cashed back out. (Choose the refund path below if you need the money returned; that path carries a flat 5% cost recovery.)
• Credits expire one year after purchase — and escrow rolled into credits expires one year from the date it becomes credits. Unused credits are forfeited at expiry, so only bank what you expect to use.

Cost recovery on a refund

Moving real money in and back out has unavoidable costs — payment processing, platform, and coordination — that generally cannot be recovered once incurred. So when funds are refunded rather than re-applied, Rovvi retains a flat 5% of the refunded amount to cover those costs. This is the same 5% whether the cancellation is straightforward or required Rovvi to help reconcile it.

Or pay nothing: convert the same funds to project credits instead of refunding, and the 5% is waived entirely — see above. Either way, any completed phases are paid to the resource before a partial refund is calculated.

When the parties don't agree: mediation

If the Customer and the AI Advisor cannot agree on whether to cancel, or on how much should be refunded, mediation is required before any refund is issued. Instead of a card chargeback or walking away, both parties bring it to Rovvi:

1. Both parties work directly with Rovvi and submit their findings — the agreed scope, what was delivered, the on-platform record, and their position.
2. Rovvi reviews everything neutrally — as a facilitator, not as a representative of either side — and determines the best direction: continue the work, full release, partial release for work genuinely delivered, partial refund of unfinished phases, or a full refund of what wasn't done.
3. If a full or partial refund is the right outcome, the flat 5% cost recovery applies, and any completed phases are paid before the refund is issued. (Converting to credits instead is always free.)

A Rovvi mediation determination on the held funds for a disputed phase is final and binding on both parties with respect to those funds, as set out in the Agreement.

Change orders

Sometimes a change becomes necessary that genuinely could not have been known before the work started. A needed change order is not, by itself, a reason to cancel the project or to void payment for work already completed. Work the AI Advisor has already delivered remains owed and payable. Change orders are handled as new or adjusted phases, agreed by both sides — the Customer decides whether to proceed with the change, and the completed work to date stands regardless.

Good faith & program governance

Both sides agree to act in good faith. To keep the marketplace fair:

• Customers cannot use "we'd need a change order" or a late change of mind to reclaim payment for work already delivered and approved.
• AI Advisors who are found to systematically underbid a project to win it and then rely on change orders to inflate the price are subject to review and potential removal from the program. Change orders are for genuinely unforeseeable changes, not a sales tactic.
• Initiating a card chargeback instead of using the dispute/mediation process may be treated as a breach; Rovvi may contest the chargeback and suspend accounts pending resolution.

How to request a cancellation or refund

Raise it inside the engagement with the other party, or contact Rovvi through the contact page. We'll confirm what's completed, what's unfinished, and the resulting refund or roll-forward, in writing, before anything moves.

Subscriptions, course & membership fees

The refund and roll-to-credit options above apply only to project (marketplace) payments held in escrow. They do not apply to subscriptions.

Subscription and membership fees are non-refundable. Course subscriptions and AI Ambassador memberships (Advisor and Project Manager) are billed separately, renew automatically, and are governed by the Terms of Service. You can cancel a subscription at any time to stop future renewals, and your access continues through the end of the paid period — but fees already paid, including the current and any prior billing period, are not refunded, and partial or unused periods are not prorated or returned, except where a refund is required by law. This applies whether the plan is monthly or annual.

Project credits are also non-refundable — purchased or rolled-over credits can only be spent on Rovvi projects, are never returned as cash, and expire one year after they are created.

Changes to this policy

We may update this policy; material changes are posted here with a new "last updated" date. The Marketplace & Protected Payments Agreement controls for any marketplace transaction. This policy is not legal advice.