Refund & Cancellation Policy
Version: 1.0 | Effective date: 13 October 2026
Thank you for subscribing to Civo Pro in Civo Color. This document explains how to cancel auto-renewal, cancel a free trial and request a refund through Apple App Store or Google Play. Subscription prices, renewal and trial rules are set out in Section 6 of the Terms of Service (https://static.xiaoheigohome.com/civo/legal/tos/index.html).
1. General Principles
- All payments are processed by Apple / Google. Refunds for App Store purchases can only be approved by Apple; we cannot issue them or change billing records on your behalf. Refunds for Google Play purchases can be requested through Google Play or from us, as described in Section 3.
- Refund eligibility depends on the policies of the respective store and applicable law (for example, the statutory right of withdrawal of EU consumers). This Policy does not affect your statutory rights.
- Once a refund is granted, the corresponding subscription ends immediately and Civo Pro benefits stop: pictures that require Pro are locked again and ads are shown again.
2. Cancel Auto-Renewal (No Charges Going Forward)
Cancelling auto-renewal only prevents future billing. It does not trigger a refund, and your benefits remain active until the end of the current paid period. Please cancel at least 24 hours before the current period ends. Uninstalling the App does not cancel your subscription.
iOS (App Store)
- Open Settings on your device.
- Tap your Apple ID (top of the screen) → Subscriptions.
- Select Civo Color.
- Tap Cancel Subscription and confirm.
Android / Google Play
- Open Google Play Store → tap your profile icon.
- Go to Payments & subscriptions › Subscriptions.
- Choose Civo Color.
- Tap Cancel subscription and follow the prompts.
Cancel a Free Trial
During the 3-day free trial of the Yearly plan, cancel using the steps above and you will not be charged. Please cancel at least 24 hours before the trial ends; otherwise the Yearly price is charged automatically when the trial ends.
3. Request a Refund
Apple App Store
- Visit reportaproblem.apple.com.
- Sign in with the Apple ID used for the purchase.
- Locate the Civo Color subscription.
- Choose “Request a refund”, select a reason and submit. Apple will review it and email you the decision.
Google Play
- Within 48 hours of purchase: visit play.google.com/store/account or use the Google Play app, find the transaction in your Order history, tap Request a refund or Report a problem, select a reason and submit.
- After 48 hours: email support@xiaoheigohome.com with your Google Play order number (starting with “GPA.”, shown in your order confirmation email or order history) and the reason for your request. We will review it under this Policy and applicable law. For duplicate charges, technical problems that prevent you from receiving or using Pro benefits and that we cannot fix, or cases where the law entitles you to a refund, we will refund you through Google Play to your original payment method. Subscription periods already used are generally not refunded.
If a platform rejects your refund but you believe consumer protection laws entitle you to one, please forward the rejection email to support@xiaoheigohome.com. We will assist with the necessary documentation and pursue the matter as required by law.
4. Additional Notes
- Your coloring progress and artwork are stored only on your device, so cancelling or refunding does not delete them. Uninstalling the App deletes local coloring progress, which cannot be recovered.
- Free trials, promo codes and other offers cannot be exchanged for cash or transferred.
- If you subscribed through a channel not listed above (if one becomes available in the future), please contact that channel directly; different rules may apply.
5. Contact
If you need help, email support@xiaoheigohome.com with your store receipt or order number, device model and operating system version.