Refund and Dispute Policy

1. Purchases and refund decisions

Vivarium purchases are currently processed by Apple through the App Store. Apple controls the payment and decides cash refund eligibility and timing under its rules.

Request a refund through Apple’s Report a Problem service or Apple Support. Nothing in this policy limits any mandatory consumer rights that apply to you.

Request an App Store refund through Apple ↗

2. Failed generation delivery

When a generation job fails, credits reserved for that job are returned automatically. If an automatic return does not appear, contact support for review.

A returned credit is service correction, not a cash refund. If you believe a paid entitlement was not delivered, include the account email, job identifier, purchase date, amount, and a short description so we can investigate.

3. How to get help

For service evidence or help identifying a transaction, email support@vivariumnature.com. Include the account email, transaction reference, purchase date, amount and currency, reason, and relevant screenshots. We aim to respond within 2 business days.

For a cash refund, submit the request at reportaproblem.apple.com. Apple determines the review and processing timeline, and your bank may take additional time to display approved funds.

4. Billing support

Apple processes and controls billing for purchases made through the Apple App Store. Request an Apple purchase refund through Apple’s official support or purchase-history process. Vivarium cannot issue a cash refund for a transaction processed by Apple.

You may still contact Vivarium support for service evidence or help identifying a transaction, but Apple decides App Store refund eligibility and timing under its rules.

5. Disputes and chargebacks

If you do not recognize an App Store charge, review your Apple purchase history and contact Apple Support. You may also contact us if you need service records or help identifying the related Vivarium account.