Refund policy

This Refund Policy explains how Dspark AI LLC, the operator of Nallo, handles refund requests for Nallo subscriptions and one-time Credit purchases. Please review this policy before completing a purchase.

Digital delivery

Nallo provides digital services and does not ship physical goods. After a payment is confirmed, the associated subscription entitlement or Credits are delivered to the purchasing account. Payment confirmation, fraud review, or an operational incident may delay delivery. If a completed payment is not reflected in your account, contact support@nallo.video before attempting the purchase again.

Full-refund policy

Nallo supports full refunds only. Partial refunds, prorated subscription refunds, and conversion of unused Credits into cash are not supported unless required by applicable law.

A full refund may be considered when:

• a duplicate or incorrect charge is confirmed;
• a payment completed but the purchased Credits or subscription entitlement was not delivered;
• a purchase was unauthorized and the payment provider’s verification process supports the claim; or
• applicable consumer law requires a refund.

Use of granted Credits, completed generations, abusive activity, chargeback fraud, or a change of mind after material service use may make a purchase ineligible, subject to applicable law. Dspark AI reviews refund requests individually and may ask for information needed to verify the payment and account activity.

Subscriptions and cancellation

Cancelling a subscription prevents future renewal. You can use the subscription controls made available on the Pricing page or email support@nallo.video for assistance. Access and remaining subscription benefits may continue until the end of the paid period. Cancellation does not automatically refund the current period, and unused subscription time is not prorated unless required by law.

One-time Credit purchases

Approved refunds for one-time Credit packs are issued only as a full reversal. Credits granted by the refunded purchase may be removed. If those Credits have already been used or reserved for generation, the purchase may be ineligible unless the charge or delivery was defective or applicable law requires otherwise.

Failed or interrupted generations

A failed generation is handled through Nallo’s Credit reservation and settlement rules and does not by itself create a cash refund. If a provider failure causes an incorrect Credit charge, the service may restore Credits after review.

Requesting a refund

Email support@nallo.video with the purchase identifier, account email, payment date, amount, provider receipt, and a short explanation. Submit a request as soon as reasonably possible after identifying the issue. Never send a complete payment-card number, security code, password, or authentication credential.

Processing time

We will review the request and notify you of the outcome using the account or contact email. Approved refunds are returned through the original payment method. The payment provider or financial institution controls when the returned funds appear. Any provider-specific deadline or statutory cancellation right shown at Checkout also applies.

Changes to this policy

This policy may be updated when payment providers, plans, or legal requirements change. The terms presented at the time of purchase and any mandatory consumer rights will control if they provide greater protection.

Contact

Questions about a charge, cancellation, or refund can be sent to support@nallo.video.