Billing, refunds & cancellations.

How do I cancel?

Sign in, go to Account, then click Cancel next to your plan. That hands you to Stripe's customer portal, run by Stripe directly, so the cancellation stops the next charge at the source. Our app updates as soon as Stripe confirms.

You don't have to email anyone. You don't have to give a reason. One click, done.

I canceled and I'm STILL being charged. What do I do?

Reply to this email: mann@tivi.film. That's me directly, not a ticket queue. Include your account email and the dates of the charges. I'll refund every charge, next business day at the latest. No "verify your account" runaround.

The new TIVI platform has a daily reconciliation job specifically designed to catch this kind of bug within 24 hours. But if you're seeing it anyway, that's on me, and the refund comes back to you immediately.

How do I get a refund for an accidental charge?

Email mann@tivi.film with your account email and the charge date. We process refunds with one click on our side, usually within minutes. Stripe takes 5-10 business days to post the credit back to your card depending on your bank.

Why was I charged on iOS / Android when I thought I was on the web plan?

Apple and Google require subscriptions started in their apps to be billed through their stores (App Store / Play Store). If you signed up on iPhone, your subscription is managed in your Apple ID settings. On Android, it's in Google Play → Subscriptions.

To switch billing to web (cheaper for us, same content for you), you cancel through Apple/Google, then re-subscribe at tivi.film/signup. We'll honor any remaining time on your Apple/Google sub so you don't pay twice.

I got an email about a charge I don't recognize.

Every TIVI billing event triggers an email from no-reply@tivi.film. The email always includes:

• The exact amount and date
• The last 4 digits of the card
• The next renewal date
• A link to manage billing

If you ever get a charge that doesn't match an email, email mann@tivi.film. It's either an old Gizmott-era charge we'll refund, or a fraudulent sign-up under your card, in which case we'll close that account and refund.

Can I see my billing history?

Yes. Every charge, refund and plan change lives in your Stripe billing portal: sign in, go to Account, then Change Plan or Cancel to open it. That is the same record Stripe shows your bank if you ever dispute a charge. You can also download your own copy from Account, under Privacy & your data.

What's your refund policy?

Two simple commitments:

• If you canceled and we still charged you: refund the next business day. No questions.
• If you forgot you signed up: refund the most recent charge if it's within 30 days, no questions.

Beyond that we look case-by-case. We're a small network. The thing we won't do is hide behind policy when something we did caused the problem.