Refund Policy

Try it first. Buy when you’re ready.

Explore the whole Oruva app for 14 days, with 10 conversions included. Scene Generator is limited to three models per run during the trial; each assembled scene counts as one conversion. Use the trial to check your library, models, destination app, and renderer before purchasing. Buy when you are confident Oruva fits your workflow.

The 10 conversions are a total allowance for the trial, not a daily allowance. If you use them all, you can continue using the rest of the app until the 14-day trial ends. Further conversions require a paid license. An eligible account is required, and reinstalling or creating another account does not restart the trial.

Check the compatibility guide and test representative files before buying. Your destination application, renderer licenses, and third-party assets are separate from Oruva. If a technical failure prevents a fair evaluation, contact us so we can review it.

Oruva offers voluntary refund assistance for the qualifying problems described in this policy. This does not restrict refunds or other remedies available under Paddle's applicable buyer terms, refund policy, or mandatory consumer law. The trial is your opportunity to decide whether you like Oruva; buying does not start another unrestricted evaluation period.

When a refund is available

We review the following qualifying problems and, when verified, arrange a refund through Paddle. Paddle processes the refund, and this review does not limit Paddle's own refund decisions or your applicable rights.

A duplicate payment. You accidentally paid more than once for the same intended license or update renewal. We ask Paddle to refund the verified unintended duplicate and keep the intended purchase active.
Paid access we cannot deliver. Payment completed, but the access supplied by that purchase cannot be activated or delivered and we cannot resolve the problem.
A substantial technical defect or material mismatch. A problem prevents a feature or workflow advertised as supported from working on a supported setup, or the delivered product materially differs from what we advertised, and we cannot reasonably resolve it.

Technical and non-delivery requests are reviewed against the description and compatibility information that applied when you bought. Please follow the request period and review process below. Rights required by applicable consumer law apply separately and are not limited to these examples.

What normally does not qualify

Unless applicable law gives you a right to a refund, we do not normally refund a purchase because:

you changed your mind, no longer need Oruva, or prefer another product;
you did not try the app before purchasing, or have not used the license, seats, or update period;
you expected a feature or integration that was not advertised as included;
your setup or workflow falls outside compatibility limits disclosed before purchase, without a defect or misleading compatibility claim from us; or
a later promotion becomes available or you forgot to apply a discount code.

Buying access, completing conversions, and then no longer needing the app does not create a refund entitlement. This does not mean that ordinary use, installation, or activation automatically waives any legal right you hold.

When to contact us

For Oruva's voluntary review of technical problems or non-delivery, contact sales@oruva.app or Paddle within 14 calendar days of payment, using the payment date on your receipt. This is a reporting deadline, not a money-back guarantee; a timely report remains timely while we investigate. Report duplicate payments when discovered. This deadline does not limit rights under Paddle's applicable terms or mandatory consumer law. See the Refund Policy for qualifying cases and request details.

Your first request date controls the deadline; you do not lose a timely request while we investigate or while waiting for our reply. Tell us about the problem within the period even if you do not yet have all the information.

Report duplicate payments as soon as you discover them; we also review verified duplicates found after 14 days. Applicable statutory withdrawal periods, remedies for faults or misdescription, and other mandatory rights are not shortened by our voluntary request period.

Request a refund

Email sales@oruva.app with “Refund request” in the subject. You can also use the support link in your receipt or Paddle’s payment support.
Include the email used at checkout, your Oruva account email if different, and the receipt or transaction reference. If you cannot find the receipt, include the approximate purchase date and amount.
Explain the problem and which purchase you want reviewed. For a duplicate payment, identify the transaction you want to keep. For a technical problem, include the Oruva version, operating system, destination app and renderer versions if relevant, and the error you see.

We may need relevant information or reasonable troubleshooting to verify a technical problem. If the information requested is unavailable or you cannot safely perform a step, tell us so we can consider an alternative.

Do not send passwords, payment-card numbers, bank details, or confidential scene files with your request. Redact sensitive details from screenshots. We start with the information needed to identify the issue; purchasing support does not require handing over your private asset library.

You do not need to delete your account or uninstall Oruva to submit a request. Reply in the same email thread with any additional information.

How we review technical problems

We check the purchase, the advertised feature or supported combination, and the information you provide. We may suggest a configuration correction, an available fix, or another reasonable way to resolve the issue. If a qualifying substantial problem cannot reasonably be resolved, we arrange the appropriate refund or other remedy required by law.

We will explain the next step and expected review timeframe. We will not require indefinite troubleshooting or waiting for an unspecified future release. An investigation does not change the date you first reported the problem or limit mandatory remedies.

Support for a destination app does not imply support for every source scene, third-party plug-in, renderer, or application version. Missing source textures or a disclosed unsupported material are different from a defect in a feature advertised as supported. We assess the actual issue rather than treating every failed file as automatically eligible or ineligible.

If we cannot verify a technical claim because essential information is missing, we will explain what is needed. If we decline a request, we will give the reason and you can ask for a review. This process does not replace any statutory withdrawal or other right that does not require you to prove a defect.

Duplicate payments and order mistakes

A verified accidental duplicate payment is refunded without revoking the purchase you intended to keep. Separate licenses, extra seats, or renewals purchased intentionally are not duplicate payments.

If you used the wrong email or chose the wrong plan, contact us before buying again. We can check ownership and review a correction or plan change. A wrong email or plan selection does not by itself guarantee a refund.

A pending card entry is not always a completed charge. Check for the receipt and ask Paddle about payment status before repeating checkout. Report suspected unauthorized charges promptly to Paddle and your payment provider; nothing here restricts your lawful right to dispute a payment.

Studio purchases and update renewals

The same eligibility conditions apply to Individual licenses, Studio packages, and optional update renewals. Unused seats, a team member leaving, or deciding not to use a renewal do not automatically qualify. We do not offer automatic prorated refunds for unused seats or remaining update time.

For an eligible Studio request, the purchaser or an authorized organization representative should contact us. We review the purchase and affected access. A full package refund revokes all seats supplied by that package; any partial remedy must identify the seats or access it affects.

An update renewal’s voluntary request period runs from payment for that renewal, subject to the same qualifying cases. If a renewal is refunded, only its additional update entitlement is removed. Your earlier unrefunded license and its eligible versions remain yours. A version covered only by the refunded renewal is no longer licensed by that renewal; contact us if you need help identifying the eligible version to return to.

Optional renewals never charge automatically. Choosing not to buy another update year leaves the existing valid license in place.

Discounts and later price changes

We do not offer automatic price protection or retrospective discounts. A later sale, a newly received coupon, or a forgotten discount code does not normally qualify for a refund or a refund-and-repurchase arrangement.

Check the final plan, seat count, currency, discount, and total before paying. If the amount actually charged differs from the amount you agreed to at checkout, contact Paddle and us with the receipt so the billing error can be investigated and corrected. This is different from a price changing after your purchase.

Timing and refund status

We aim to reply within two business days. That is an initial response target, not a promise of approval or of when funds will appear. If you have not heard back, check spam and follow up in the same thread.

Once approved, a refund is handled by Paddle using the original payment method where possible. Paddle’s policy provides for eligible refunds to be processed within 14 days of approval; applicable statutory withdrawals may have a deadline running from the request instead. Bank and payment-provider processing times vary. See Paddle’s Refund Policy. Bank and payment-provider posting times can vary. Contact Paddle with your transaction reference for the status of a refund.

If a confirmed refund has not arrived, contact Paddle with the transaction reference. For an expired or replaced card, ask Paddle and your bank about the return route; do not send us replacement card or bank details.

A full refund returns the amount charged for the refunded transaction, including applicable tax, through Paddle. Bank fees or exchange-rate changes may affect the amount shown in your local currency. Oruva does not charge a refund fee.

Your access and files after a refund

A full license refund removes the paid access granted by that transaction. An update-renewal refund removes only the refunded renewal’s additional update entitlement. A duplicate-payment refund leaves the intended purchase valid. If a partial refund is agreed, we will explain what access changes, if any.

A refund does not delete your local library, source models, converted output, or project files. Keeping those files does not mean that paid Oruva features remain available. Keep your own backups and respect the rights of the original asset owners.

Any separate valid purchase or unexpired trial remains subject to its own terms. A refund does not restart the 14-day trial or replenish its 10-conversion allowance.

A refund is separate from deleting an account. See the Privacy Policy for deletion requests and records that may need to be retained for legal reasons.

Your legal rights

Offering a trial does not remove mandatory consumer rights. Nothing in this policy excludes a statutory withdrawal right, a remedy for a faulty, undelivered, or misdescribed product, or a lawful right to dispute a charge. The applicable protections prevail where they give you rights beyond this policy.

If you are an EU or UK consumer, you may have a statutory right to withdraw within 14 days after the contract is concluded. For digital content supplied during that period, that right is lost only where the applicable legal requirements are met, including your prior express consent to immediate supply, your acknowledgment that you will lose the withdrawal right when supply begins, and the required contract confirmation. Installing, activating, or using Oruva alone is not a waiver. If those requirements are not met, any applicable withdrawal right remains. This is separate from Oruva's voluntary 14-calendar-day problem-report period and does not remove rights concerning faulty, undelivered, or misdescribed products. You can exercise an applicable withdrawal right through Paddle's buyer support; contacting Oruva first is not required.

See Paddle’s Buyer Terms and Refund Policy for transaction rights and request routes. Contacting us first can help resolve a problem, but does not restrict a statutory route available to you.

We may decline assistance under Oruva's voluntary policy where there is evidence of fraud, payment misuse, or refund abuse. This does not prevent Paddle from considering a request or restrict rights under Paddle's applicable terms or mandatory law.