The guarantee
Ask within 30 days of your first Torva subscription payment and we refund that payment in full. No questions, no sales call, no explanation required. It applies to Core, Growth and Command on identical terms.
The 30 days start on the day of that first payment. Building a preview, exploring the demos and reading the site do not start the clock, because none of them cost anything — you can see your entire store before you pay for it.
The same promise, written for a reader rather than a policy, is on the guarantee page. If the two ever disagree, this page governs.
How to ask
Email support@torvaos.com from the address on your account, or ask from inside the Desk, within the 30 days. Say “refund” and that is enough.
We process it to the original payment method through the billing provider. We aim to start it within one business day; how long it takes to appear is your bank’s and the provider’s, usually 5–10 business days.
When the refund is issued we also end the subscription, which takes the storefront offline. Your workspace, your draft and your data stay in your account — see what happens when it ends.
What is not covered
- Money you paid somebody else. Your domain registrar, your payment processor’s fees, postage and carrier charges. Those are not Torva payments, so they are not ours to return.
- Later payments. The guarantee covers the first subscription payment. Month two is not automatically refundable.
- Day 31 onward. After 30 days you can cancel to stop future payments, which is a different thing from a refund.
- A second subscription. One guarantee per customer. Cancelling and resubscribing does not start a new 30 days.
- An account terminated for cause. A serious breach of the Acceptable Use Policy is not refunded. You still get your data export.
Renewals, upgrades and cancellations
- Cancelling stops future charges and keeps your store live to the end of the period you have already paid for. We do not pro-rate a partial period.
- When you upgrade mid-period, the unused part of what you already paid is refunded automatically, so you never pay twice for the same days.
- A failed payment puts the subscription past due and we retry. Your store stays live and your plan keeps working while we do. Nothing is charged twice.
- Outside the 30-day window we will still look at a genuine billing mistake — a duplicate charge, a charge after a cancellation, a charge for something you did not buy. Email us; we fix those.
Chargebacks
If something looks wrong, email us before disputing it with your bank. A refund is faster than a chargeback and we have never refused a first-month request. A chargeback filed without contacting us may lead us to suspend the account while the dispute runs.
Contact
- Terms — The agreement between Torva and a merchant: plans, responsibilities, suspension and what happens when it ends.
- Privacy — What torvaos.com collects, what Torva holds, what it processes for a merchant’s customers, and how to make a request.
- Acceptable use — What may and may not be sold or done on Torva: research use only, no health claims, no controlled substances, a mandatory 21+ gate.
- Subprocessors — Every company Torva relies on to run the platform, what it does and what it can see.
- Notice & takedown — How to report copyright or trademark infringement on a store hosted by Torva.
- Security — Tenant isolation, credentials, accounts, error handling, and what Torva does not claim yet.
- Accessibility — What Torva aims for on accessibility, what is not independently checked yet, and how to report a barrier.
Written to be read, not to impress. This is not legal advice, and it does not tell you what the law requires of your business.