Lovon

Lovon – Refund & Cancellation Policy

Effective Date: March 25, 2026

This Refund & Cancellation Policy explains how cancellations, auto-renewals, and refunds work for subscriptions and purchases made through Lovon, operated by BABAYAGA Inc., a Delaware corporation ("BABAYAGA", "Lovon", "we", "us", or "our").

This Policy forms part of, and should be read together with, our Terms of Use (in particular Section 8) and our Privacy Policy. If there is any conflict, the Terms of Use control. Capitalized terms used but not defined here have the meaning given to them in the Terms of Use.

1. Subscriptions and Auto-Renewal

The Service may offer free and paid features, including subscriptions and one-time purchases ("Paid Features"). Prices and billing terms are presented to you at the time of purchase.

Subscriptions automatically renew at the end of each billing period unless you cancel before the renewal date. You authorize us (or the applicable app store / payment processor) to charge your selected payment method for recurring fees, including applicable taxes, until you cancel.

2. Trials, Discounts, and Promotions

If you start a free trial or promotional offer, your subscription may automatically convert to a paid subscription at the end of the trial/offer period unless you cancel before it ends. Any trial or promotional terms will be disclosed at checkout.

3. How to Cancel

You can cancel at any time. Cancellation stops future renewals, and you will generally retain access until the end of the current paid period.

How you cancel depends on where you purchased:

  • Apple App Store: Manage/cancel via your Apple ID subscription settings.

  • Google Play: Manage/cancel via your Google Play subscription settings.

  • Website (Stripe): Cancel via your account/subscription management page (if available) or by contacting support@lovon.app.

Deleting the app does not cancel your subscription.

4. Refund Rules Depend on Purchase Channel

Refund eligibility and processing depend on the purchase channel.

(A) Purchases via Apple App Store

All billing, cancellations, and refunds for App Store purchases are processed by Apple under Apple's terms and policies. Lovon does not process App Store refunds and cannot guarantee Apple's refund decisions. We can help troubleshoot access issues and verify account status, but refund requests must be submitted through Apple.

(B) Purchases via Google Play

All billing, cancellations, and refunds for Google Play purchases are processed under Google Play's terms and policies. Lovon does not control Google Play refund decisions. We can help troubleshoot access issues and verify account status, but refund requests are handled through Google Play.

(C) Purchases via Our Website

Website purchases are generally final and non-refundable once access to the digital service is provided, except (i) where required by applicable law or (ii) as set forth in the 30-Day Satisfaction Guarantee described in Section 4(D) below.

For clarity, "access provided" includes, for example, when:

  • premium features are unlocked for your account; or

  • you can access Paid Features (including Daily Conversations / sessions) after purchase; or

  • you complete your first paid session/conversation.

We may also approve a refund for website purchases in the following limited cases:

  • Duplicate charge: you were charged twice for the same purchase;

  • Unauthorized transaction: we receive sufficient evidence that the transaction was not authorized by you;

  • Service defect / access failure: you cannot access the Paid Features due to a verified technical issue and we are unable to restore access within a reasonable time after you contact support and provide requested information (e.g., screenshots or a short screen recording).

(D) 30-Day Satisfaction Guarantee (First Website Purchase Only)

If you purchase a subscription through our website for the first time and are not satisfied with the Service, you may request a full refund within thirty (30) days of your initial purchase date, provided that you demonstrate Qualifying Usage (defined below) during your subscription period.

"Qualifying Usage" means completing at least one (1) session of ten (10) or more continuous minutes with the AI therapist for each full calendar week that has elapsed between the date your subscription began and the date you submit your refund request.

Examples:

  • If you submit a refund request 28 days after purchase (4 full weeks), you must have completed at least 4 qualifying sessions (one per week).

  • If you submit a refund request 10 days after purchase (1 full week), you must have completed at least 1 qualifying session.

Session duration is measured by our systems. We may ask you to provide the email address associated with your account so that we can verify your usage records.

If you have not met the Qualifying Usage threshold, we are not obligated to issue a refund under this Section, but may, at our sole discretion, offer account credit, an extended trial period, or other remedies.

This 30-Day Satisfaction Guarantee:

  • applies only to the first subscription purchase made through our website;

  • does not apply to subscription renewals, one-time purchases, or purchases made through the Apple App Store or Google Play;

  • does not apply if your account has been suspended or terminated for a violation of the Terms of Use.

To request a refund under this Section, contact support@lovon.app within the 30-day window and include the information listed in Section 7.

5. Situations That Are Not Eligible for Refunds (Website Purchases)

To the maximum extent permitted by law, and except as expressly provided in Section 4(C) (duplicate charge, unauthorized transaction, or service defect) and Section 4(D) (30-Day Satisfaction Guarantee), we do not provide refunds for:

  • partially used subscription periods or unused time;

  • forgetting to cancel before renewal;

  • change of mind after purchase;

  • personal reasons (e.g., "I don't like it", "it didn't meet expectations");

  • financial reasons (e.g., "I didn't expect the charge", "I didn't realize it renews automatically");

  • dissatisfaction with results or outcomes where the Qualifying Usage threshold under Section 4(D) has not been met;

  • failure to use the Service or failure to complete the Qualifying Usage threshold.

6. EU/EEA/UK Consumer Rights

Nothing in this Policy limits mandatory consumer rights under applicable law. If you reside in the EU/EEA/UK, you may have a statutory right of withdrawal in certain cases. However, for digital content/services, that right may be lost once performance begins if you gave prior express consent and acknowledged that you lose your right of withdrawal. Where required, we will obtain such consent during checkout for website purchases.

7. How to Request a Refund

If you believe you qualify for a refund under Section 4(C) or Section 4(D), contact support@lovon.app and include:

  • the email associated with your Lovon account,

  • purchase date and amount,

  • receipt/transaction ID,

  • and (for access issues) screenshots or a short screen recording showing the problem.

If a refund is approved for a website purchase, it will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

8. Chargebacks and Payment Disputes

If you have a billing question, please contact support@lovon.app before initiating a chargeback or bank dispute. We will try to resolve billing or access issues promptly. Excessive or bad-faith chargebacks may result in suspension or termination of your account, to the extent permitted by law.

9. Contact

Questions about billing, cancellations, or refunds can be sent to support@lovon.app. The billing descriptor shown on your statement is LOVON.