Refund Policy

Last updated: January 1, 2026

1. Overview

At Sky Viona, we are committed to ensuring your complete satisfaction with our digital signage platform. This Refund Policy ("Policy") outlines the terms and conditions under which refunds may be requested and processed. By subscribing to our Service, you acknowledge that you have read and agree to this Policy.

This Policy applies to all paid subscriptions purchased directly through skyviona.com or our authorized payment processors. For purchases made through third-party platforms or resellers, please refer to their respective refund policies.

2. 14-Day Money-Back Guarantee

2.1 Eligibility

We offer a 14-day money-back guarantee for all new subscriptions. This guarantee applies to:

  • First-time subscribers who are new to Sky Viona paid plans
  • Subscriptions purchased directly through our website or authorized channels
  • Both monthly and annual subscription plans

2.2 Guarantee Period

The 14-day guarantee period begins on the date of your first paid subscription charge. If you upgrade from a free plan to a paid plan, the guarantee period starts from the date of your first payment.

2.3 What's Covered

If you are not satisfied with our Service within the 14-day guarantee period, you are entitled to a full refund of your subscription fee. This includes the base subscription cost and any applicable taxes charged at the time of purchase.

3. How to Request a Refund

3.1 Refund Request Process

To request a refund within the 14-day guarantee period, please follow these steps:

  • Step 1: Contact our billing support team at info@skyviona.com
  • Step 2: Include your account email address and the reason for your refund request
  • Step 3: Our team will review your request and respond within 2 business days
  • Step 4: If approved, your refund will be processed within 5 business days

3.2 Required Information

When submitting a refund request, please include the following information:

  • The email address associated with your Sky Viona account
  • Your subscription plan type (monthly or annual)
  • The date of purchase or charge
  • A brief explanation of why you are requesting a refund (this helps us improve our Service)

3.3 Response Time

Our billing team typically responds to refund requests within 2 business days. During peak periods, response times may be slightly longer. You will receive an email confirmation once your refund has been approved and processed.

4. Refund Processing

4.1 Payment Methods

Approved refunds will be processed to your original payment method. All payments are processed securely through Stripe, our payment processor:

  • Credit/Debit Cards: Refunds are credited back to the card used for purchase via Stripe

4.2 Processing Time

Once approved, refunds are typically processed within 5-10 business days. The actual time for the refund to appear in your account depends on your financial institution:

  • Credit/Debit Cards: 5-10 business days

4.3 Partial Refunds

In certain circumstances, we may offer partial refunds at our discretion. Partial refunds may be considered for:

  • Extended service outages that significantly impacted your ability to use the platform
  • Billing errors where you were charged more than the agreed amount
  • Special circumstances reviewed on a case-by-case basis

5. Subscription Cancellations

5.1 Monthly Subscriptions

You may cancel your monthly subscription at any time. When you cancel:

  • Your subscription will remain active until the end of your current billing period
  • You will not be charged for the next billing cycle
  • No partial refunds are provided for unused days in the current billing period
  • You retain access to all features until your subscription expires

5.2 Annual Subscriptions

For annual subscriptions:

  • The 14-day money-back guarantee applies from the date of your first annual payment
  • After the 14-day period, annual subscriptions are non-refundable for the remainder of the term
  • You may cancel to prevent automatic renewal, but your service continues until the end of the annual term
  • No pro-rata refunds are provided for early cancellation of annual plans

5.3 How to Cancel

You can cancel your subscription through:

  • Your account dashboard under Billing Settings
  • Contacting our support team at info@skyviona.com

Cancellation requests are processed within 24 hours. You will receive an email confirmation once your cancellation has been processed.

6. Free Plan

Sky Viona offers a Free plan that includes 1 device forever at no cost:

  • No payment information required to use the Free plan
  • 1 device included with basic features at no charge
  • No time limit - use the Free plan for as long as you want
  • Upgrade anytime to access more devices and premium features

Since no payment is collected for the Free plan, refunds do not apply to the Free plan.

7. Exceptions and Non-Refundable Items

7.1 Policy Violations

Refunds will NOT be issued if your account has been terminated or suspended due to:

  • Violation of our Terms of Service
  • Displaying prohibited, illegal, or harmful content
  • Engaging in fraudulent activity or abuse of our platform
  • Unauthorized use or sharing of account credentials

7.2 Abuse Prevention

To prevent abuse of our refund policy, refunds may be denied if we detect patterns of abuse, including:

  • Repeated refund requests across multiple accounts or subscription periods
  • Requesting refunds after substantial use of the Service
  • Creating multiple accounts to exploit the money-back guarantee

7.3 Time Limitations

Refund requests made after the 14-day guarantee period are generally not eligible for refunds. Exceptions may be made at Sky Viona's sole discretion for extraordinary circumstances.

8. Service Credits

In cases of service outages or technical issues that affect your ability to use the platform, we may offer service credits as compensation:

  • Service credits are applied to your next billing cycle
  • Credits are calculated based on the duration and severity of the service disruption
  • Service credits are not redeemable for cash and cannot be transferred
  • Credits expire if not used within 12 months of issuance

Service credits are issued at Sky Viona's discretion and do not constitute an admission of liability for service issues.

9. Enterprise and Custom Plans

If you have an Enterprise subscription or a custom contract with Sky Viona:

  • Please refer to your specific agreement for refund and cancellation terms
  • Custom contracts may have different refund policies than standard subscriptions
  • Contact your dedicated account manager for assistance with billing or refund inquiries

Enterprise customers may contact us at info@skyviona.com for billing-related matters.

10. Dispute Resolution

If you disagree with a refund decision, you may request a review:

  • Step 1: Reply to your refund decision email with additional information supporting your request
  • Step 2: Our billing team will escalate your case for a secondary review
  • Step 3: A final decision will be provided within 5 business days

All refund disputes must be submitted within 30 days of the original refund decision. Sky Viona's decision on refund disputes is final and binding.

11. Policy Changes

Sky Viona reserves the right to modify this Refund Policy at any time. Changes will be effective when posted on our website. We will provide notice of material changes by:

  • Updating the "Last Updated" date at the top of this Policy
  • Sending an email notification to active subscribers for significant changes

Your continued use of the Service after any changes constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.

12. Contact Information

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

13. Related Policies

Please review our other policies that govern your use of our Service: