Cancellation Policy

Effective Date: 4 June 2026

We understand that plans change. Our cancellation policy is designed to be fair to both users and creators on Eiva, operated by Protonyx Innovations LLP.

1. User Cancellations

If you cancel a call before it connects, you will not be charged. Once the call has been initiated and connected, the fee is non-refundable.

2. Creator Cancellations

Creators are expected to honor scheduled or incoming calls. If a creator cancels a confirmed call, the user will not be charged.

3. Technical Issues

If a technical issue prevents a call from being completed, a full refund may be provided to the user after verification.

4. Wallet & Virtual Purchases

Wallet top-ups, virtual coins, and gifts are generally non-refundable once credited. See exceptional cases below.

5. Refund Process

Approved refunds will be processed within 5–7 business days to the original payment method. Contact eiva.apps@gmail.com with your transaction ID.

6. Exceptional Cases

Refunds may be considered for duplicate transactions or verified billing errors within 7 days of purchase.