Puw

Puw Refund and Cancellation Policy

Version 2026-11-01 · Last updated: 1 November 2026

This policy explains how to cancel your Puw subscription and when you get money back. The seller is Luvi Technologies, Inc. (651 N Broad St Suite 206, Middletown, DE 19709, USA · support@luvi.io). There are two tracks: one for business customers and one for consumers.

In short

  • The trial is free: 30 days, no card, nothing is ever charged.
  • The subscription is open-ended: it is billed yearly in advance until you cancel. You get a reminder e-mail 30 days before each charge.
  • Cancelling is easy: in the customer portal (at https://puw.ai/manage, in Puw under Settings → License → "Manage subscription", and from the link in every e-mail) or by e-mail to support@luvi.io. We confirm every cancellation by e-mail.
  • Business customers: cancellation takes effect at the end of the paid year. Fees paid are not refunded, except in the cases listed below.
  • Consumers: cancellation takes effect within 7 days. The unused days of the year are refunded within 15 days, without your having to ask.
  • Right of withdrawal (consumers only): 14 days as a general rule. By paying, you ask for immediate delivery of your license key and acknowledge losing this right, so it ends when the key is delivered. To try Puw first, use the free trial.
  • The price never changes during a paid year. A new price is announced at least 30 days in advance.
  • If a payment fails, your license keeps working for 14 more days, then stops. Your recordings stay on your PC.

1. Who this policy is for: two tracks

1.1. Which track applies depends on how you buy. Luvi relies on your choice on Stripe's payment page ("I'm purchasing as a business" and your tax ID) and on your declaration in Puw that you use Puw for your business:

1.2. Nothing in this policy limits the rights a consumer cannot waive under the law of the country where they live.

2. Free trial

Every PC can use one free 30-day trial with every feature. No card is asked for. The trial starts only when you tick "I agree" in Puw, and it ends by itself. Nothing is charged for it, so there is nothing to refund. We suggest you try Puw on your own PC and cameras before you buy.

3. How to cancel

3.1. You can cancel at any time, in either of two ways:

3.2. Cancelling is never harder than buying. You do not need to give a reason.

3.3. We confirm your cancellation by e-mail.

4. Business customers

4.1. When cancellation takes effect. Cancellation takes effect at the end of the paid year. Your license keeps working until then, and you are not charged for the next year.

4.2. No refunds. Fees paid are not refunded, including for the unused part of the year. One reason is that a full 30-day free trial is offered before you pay. The exceptions are:

4.3. Limited warranty. The Terms of Use and License also give business customers a 30-day limited warranty. Under it, if Puw does not materially match its description, Luvi fixes it or refunds the fee for the current year. The warranty's details are in the Terms of Use and License.

4.4. No right of withdrawal. Business customers have no right of withdrawal.

5. Consumers

5.1. When cancellation takes effect. You can end your subscription at any time, without giving a reason and without any penalty. Your cancellation takes effect within 7 days after Luvi receives it. Your license keeps working until then.

5.2. Refund of the unused part. The unused part of the year you paid for is refunded within 15 days after the cancellation takes effect. You do not need to ask for it separately. The refund is calculated like this:

Example: you paid USD 199 for a year. Your cancellation takes effect on day 100 of a 365-day period. For the 265 days left you get back 199 × 265 / 365 = USD 144.48. If the amount you paid included tax, the calculation uses the amount including tax.

5.3. Right of withdrawal. As a general rule, you can withdraw from the contract within 14 days from the day it was made (the day of your order), without giving a reason and without any penalty. For Puw, this right ends when your license key is delivered (5.4); the rest of this paragraph matters only where that exception does not apply. If you withdraw, everything you paid is refunded no later than 14 days after Luvi receives your notice. Tell us by e-mail to support@luvi.io or through the customer portal. You can also use the model withdrawal form at the end of the Pre-contract Information (or of the Ön Bilgilendirme Formu if you live in Türkiye).

5.4. When the right of withdrawal ends. By paying, you ask for your license key to be delivered immediately and acknowledge that you then lose the right of withdrawal. The right therefore ends at the moment the key is delivered to you, where the law allows this. The legal basis is art. 16(m) of Directive 2011/83/EU in the European Union (and the matching rule in the UK) and art. 15/1-ğ of the Mesafeli Sözleşmeler Yönetmeliği in Türkiye. Luvi records that request with the date and time of your payment and repeats it in your order confirmation e-mail.

5.5. If you do not want to lose the right of withdrawal, do not buy yet: use the free 30-day trial first (section 2).

5.6. Even after the right of withdrawal has ended, you can cancel at any time under 5.1 and 5.2 and get the unused days back.

5.7. Defects. If Puw does not work as described, your rights under the law of the country where you live, such as repair, replacement, a price reduction or ending the contract, are not affected.

6. Renewal reminders and price changes

6.1. Thirty days before each yearly charge, we send you a reminder e-mail with the price, the date and the cancel link.

6.2. Luvi never changes the price during a paid year. A new price is announced by e-mail at least 30 days before the yearly charge it applies to, and it applies only from that charge. If you do not accept the new price:

7. If a payment fails

If a yearly payment fails, Stripe tries again. Your license keeps working during a 14-day grace period; if the payment goes through in that time, nothing is interrupted. If it is not paid within the grace period, the license stops and Puw stops watching your cameras. Search and the events already recorded on your PC remain usable.

8. How refunds are paid

8.1. Refunds go back to the payment method you used, through Stripe. Luvi never sees your card details.

8.2. Refunds are made in US dollars, the currency you paid in. If your card is in another currency, the amount that reaches your account depends on your bank's exchange rate and practices on the day, so it may differ from what you were charged. Your bank's fees and exchange differences are outside Luvi's control.

8.3. How long a refund takes to appear on your account depends on your bank.

9. After cancellation or a refund

9.1. When your license ends, Puw stops watching your cameras. Search and the events recorded on your PC remain usable.

9.2. Your recordings, descriptions and reports are only on your PC; Luvi has no copy. Keeping or deleting them is up to you.

9.3. If you want to subscribe again later, use the buy button in Puw or on puw.ai.

10. Contact and complaints

10.1. For any question about cancellations, refunds or withdrawal: support@luvi.io · Luvi Technologies, Inc., 651 N Broad St Suite 206, Middletown, DE 19709, USA. No phone number is published; every request is received and answered by e-mail.

10.2. Consumers can also turn to the courts and consumer bodies of the country where they live. Consumers in Türkiye apply to the tüketici hakem heyeti (consumer arbitration committee) for disputes below the yearly limit set by the Ministry of Trade (TRY 186,000 for 2026), or otherwise to the tüketici mahkemesi (consumer court), after mediation where the law requires it. Consumers living in the United States are covered by the dispute-resolution rules in the Terms of Use and License. The dispute rules for business customers are also in the Terms of Use and License.