Refund Policy
This Policy explains how cancellations and refunds work for a Vivaha Premium subscription. It supplements Section 7 of our Terms of Service; where this Policy and those Terms cover the same ground, they say the same thing. What Premium costs is on our Premium Pricing page.
1. Who you bought from is who refunds you
Vivaha Premium can be bought in three places, and the payment is taken by a different company in each. That determines who can cancel it and who can refund it.
- Bought on the web (app.vivaha.net) — billed by Eleven-Eleven Works LLC through Stripe. We are the merchant of record, so cancellations and any refund are handled by us
- Bought in the Android app — billed by Google through Google Play. Refunds are governed by Google Play's refund policy and are decided by Google, not by us
- Bought in the iPhone or iPad app — billed by Apple through the App Store. Refunds are governed by Apple's policy and are requested from Apple, not from us
We cannot refund a payment we did not take. If you bought through Apple or Google, we have no ability to issue a refund or to cancel the subscription on your behalf, and asking us will only delay you — go to the store directly.
2. Cancelling, and when it takes effect
You can cancel at any time. Cancellation takes effect at the end of the billing period you have already paid for. Your Premium features stay available until that date, and you are not charged again.
- Web: open Premium in Vivaha and choose to manage your subscription, which opens the Stripe billing portal, where you can cancel
- Android: Google Play Store → Menu → Subscriptions
- iPhone / iPad: Settings → your name → Subscriptions
Cancelling stops the next renewal. It is not a refund of the period you are currently in.
3. Refunds
Except where the law requires otherwise, payments for Vivaha Premium are non-refundable, and we do not refund a partial period. Cancelling part-way through a month or a year does not produce a pro-rata refund for the days you did not use — you keep Premium for the rest of the period instead.
This is our general policy, not a statement about your legal rights. Section 5 below applies regardless.
If we suspend or terminate your account because you breached our Terms or Acceptable Use Policy, we may end your subscription without a refund, except where the law requires otherwise.
4. Failed payments
If a renewal payment fails, Premium features stop being available while the payment is retried. If the payment is then collected, Premium resumes automatically. If it is never collected, the subscription ends and your account continues with the free features — you are not billed for the period that was never paid for, and no debt is carried forward.
While a payment is being retried you remain subscribed, so a different store cannot sell you Premium during that time. Updating your card in the Stripe billing portal is usually the fastest way to resolve it.
5. Your statutory rights
Nothing in this Policy limits or removes any right you have under the consumer law of your own country that cannot be waived by agreement. Depending on where you live, that may include a statutory right to withdraw from or cancel a purchase within a set period after buying it, and a right to a remedy if the service is not as described. Where such a right applies to you, it applies regardless of anything said in Section 3.
If you believe you have a statutory right to a refund of a web subscription, write to us at support@11-11works.com and tell us which country you are in — we will apply the law that applies to you.
6. Deleting your account
Deleting your Vivaha account is permanent and does not produce a refund.
- Web subscription: deleting your account also cancels the subscription, so no further payment is taken. Because your account and its Premium features are gone at that moment, the remainder of the period you paid for is forfeited
- Apple or Google subscription: deleting your Vivaha account does not cancel it and does not stop future charges. The store bills you and only you can cancel there. Cancel in the store first, then delete your account. Otherwise you will keep being charged for a service you can no longer use
Our Delete Your Account page explains the whole deletion process, including what is erased and what is retained.
7. Problems with a charge
If a charge looks wrong — you were billed twice, billed after cancelling, or billed an amount you did not expect — email support@11-11works.com before disputing it with your bank. We would rather investigate and put it right directly, and a bank dispute usually takes longer than we do.
You can reach us any of the ways listed on our Contact & Support page.