Coin Packs
Any signed-in account may purchase a one-time coin pack. A pack bought by a member of a team is that member's own and is not added to the team's shared balance. What coins are and what they pay for is set out in our Terms of Service.
Coins you bought and have not spent can be refunded on request within 14 days of buying them: we refund the pack's price in proportion to its coins that are still unspent, and remove those coins from the account. Coins from a pack that have been spent, and a first-purchase bonus, are not refunded, except where the law requires it or the service was defective. Coins are used in the order set out in the Terms (soonest to expire first, coins you bought last), so a pack's coins are the last to be spent.
When a film, a haunting, another monster for a haunting, a room's name and mark, a spoken welcome or a monster brought to life that you paid for with coins cannot be made, the coins it took go back to your balance automatically. A monster brought to life counts as made when at least six of its lines come out on camera; any line that does not is said over its picture, as before. This is a return of coins, not of money. A larger haunted room is an allowance for that room: a single picture in it that cannot be drawn is not credited back.
Welcome coins, other free coins and earned coins have no cash value and are never refundable. Welcome and earned coins expire 90 days after you get them. Nothing in this section limits rights you have under the law where you live.
Trivana Pro (Monthly or Yearly Subscription)
Trivana Pro is $11 a month, or $99 a year (save 25%). New subscribers pay $5 for their first month, then $11 a month. It includes 1,500 coins every paid month; the yearly plan is billed once a year, in advance, and its coins arrive at the start of each month of the year. The rules below apply to every way of paying for it.
- •Initial Refund Window: You may request a full refund within 7 days of your first charge for Trivana Pro if the product is not a fit, whether that charge was a month, the $5 first month or a year. A refund takes back the coins that charge gave, every month of a yearly plan included.
- •Yearly Renewals: Each yearly renewal has the same window: you may request a full refund within 7 days of the renewal charge. A refund takes back the coins that year has given, and your account returns to pay as you go.
- •After The Initial Window: Refunds are generally not issued for partially used billing periods (a month, or a year on the yearly plan once its renewal's window has passed), but you can cancel before the next renewal.
- •Access After Cancellation: When you cancel, you keep your plan's access until the end of the current billing period, and on the yearly plan its monthly coins keep arriving until the paid year ends. If a refund is approved, your account returns to pay as you go.
- •The $29/mo plan (formerly Creator Pro + Smart Host): No longer sold since November 5, 2026. An existing subscription continues to renew monthly until you cancel it, and the rules above apply to it, including the same 7-day initial window on its first charge.
Trivana Moments — one-time purchase
A Trivana Moments show costs $49 USD, paid once. Any tax is shown at checkout before you pay. A Moments refund is always a full refund: it returns the full amount paid, including tax. To cancel or ask about a refund, reply to your order email or write to support@trivana.ai. Each order keeps the terms shown at its checkout; this page describes the terms we offer today.
The 24-hour promise. We take payment only once your brief and chosen memories are final, so the clock starts the moment your payment is confirmed. Your complete, playable show is ready in your private review within 24 hours of that payment. If it isn’t ready in your private review within 24 hours of your payment, we refund you in full. The time you take to review your finished show is your own and never counts against those 24 hours.
Before your preview link is sent. We start preparing your show as soon as your payment is confirmed. If you ask us to stop before we have emailed your private preview link, we refund you in full.
After your preview link is sent. Corrections come first. We correct our mistakes free, and one round of wording changes is included. Extra rounds are $20 USD each, plus applicable tax, only with your approval. Change-of-mind refunds are not routinely available once your show has been made. If we cannot deliver what you were promised, you get a full refund. Correcting our own mistake is always free and never uses up your included round of changes.
If your show cannot be made. Occasionally a brief cannot become a show, for example when an interest cannot be checked or the content breaks our rules. If we cannot fix it with you, we refund you in full.
What a refund changes. A refund ends the order: its private link and play link are switched off, and a released gift card will no longer open the show. Anything you have already downloaded or printed cannot be recalled. Refunds go back to the payment method you used and are reviewed and processed by support, not by any button in your show. If you dispute the payment with your bank, the links are paused while the dispute is open; they come back if it is decided in our favor, and the order ends if it is not. Nothing here limits your legal consumer rights.
Concierge Gameshow — one-time purchase
Request cancellation by replying to your order email or contacting support@trivana.ai. Before we accept your brief and start production, you may request a full refund. After production starts, the included consolidated revision is the first route for changes; change-of-mind refunds are not routinely available after work begins. If we cannot deliver the agreed scope, contact us for a correction or appropriate refund. Nothing here limits mandatory consumer rights. Refunds are reviewed and processed by support, not by the order approval button.
The first-preview target starts after acceptance of a complete, usable brief. Final delivery follows buyer approval. Refunded or disputed orders have order access paused and their hosted game link disabled; a downloaded asset cannot be recalled. Contact support if a payment dispute is resolved and access needs review.
Office party packs — one-time purchase
This covers the Async Trivia Pack, the Three-Pack Campaign, the Whole-Company Live Show and the Extra Show. Until your show is delivered, you may request a full refund at support@trivana.ai; the refund stops the build, and nothing more is sent. After delivery, the included revision on your order page is the first route for changes. If we cannot deliver what you bought, contact us for a correction or an appropriate refund. Refunds are reviewed and processed by support. Nothing here limits mandatory consumer rights.
Host packs — one-time purchase
Before you open it. A Host Pack or the Whole Cast you have not opened yet is refunded in full if you ask within 14 days of buying. A pack is opened the first time its pack page shows you how to activate it (the line for Muse, or the instructions for ChatGPT, Claude and Gemini) and its pictures; you land on that page when you pay, so tell us if you never saw it.
After you open it. At checkout you ask us to deliver the pack at once and agree that your 14-day right to cancel ends when it opens, so a change of mind is not refunded. If the pack does not work on a platform we list and we cannot get it working, we refund it in full: write within 30 days of buying. For the Whole Cast this holds while you have opened no more than one host. A host you bought twice by mistake is refunded too. Muse, ChatGPT, Claude and Gemini are run by other companies, with their own terms and availability (Muse, for example, is open only in the US, Canada, Japan and Singapore and to people 18 and older); a platform that is not open to you is not a pack that does not work.
A custom host. It is made by hand after you send its form. Until we start making it, you may cancel for a full refund. After that, the included round of changes is the first route; if we cannot make the host you asked for, we refund you in full.
Help setting up. If you get stuck activating a host, write to support@trivana.ai from the email you paid with and a person helps you by email, free.
Set-up by email. Sold with a custom host (and kept for anyone who bought it with another pack before November 4, 2026), it is prepared by hand after you tell us your platform. Until we start on it, you may cancel it for a full refund, and your pack stays yours. After that, a change of mind is not refunded; if we cannot make your host work on a platform we list, we refund the set-up in full: write within 30 days of buying it. A refunded pack takes its set-up with it. It is done by email only, never a call.
What a refund changes. A refund revokes the pack, and for the Whole Cast every host opened under it: the verify page says so, and its pack page and set-up link stop working. A host you already set up in your agent, and pictures or text you saved, stay where they are, but the licence to use them ends. Write to support@trivana.ai from the email you paid with. Refunds go back to the card or account you paid with and are reviewed and processed by support. Nothing here limits your rights under the law.
Overview
Trivana is operated by Rerato, Inc. (United States). The payment provider and seller are shown at checkout and on your receipt. Web purchases are processed by Stripe on behalf of Rerato, Inc.. Purchases made through Dodo Payments before October 30, 2026 were processed with Dodo Payments as merchant of record and keep the terms shown at their checkout. Purchases made through an app store are subject to that store's cancellation and refund process. We want you to be completely satisfied with your purchase; if you are not, we offer the refund policy described on this page.
Legacy Purchases (Existing Customers Only)
Previously sold recurring plans, add-ons, retired coin packs, and one-time access products are support-only and are not offered to new customers. The following rules preserve the refund treatment for customers who already purchased them.
- •Legacy Recurring Plans: You may request a full refund within 7 days of the first charge on that plan. You can cancel before the next renewal and keep access until the end of the current billing period. Partially used periods are generally not refundable.
- •Legacy Annual Plans: The same 7-day initial window applies; after it, the remainder of the annual term is non-refundable unless required by law.
- •Legacy One-Time Access: A historical one-time access purchase may be refunded in full within 14 days of purchase. After 14 days it is non-refundable, subject to the terms shown at purchase and applicable law. The value of consumed coins may be deducted from an approved refund.
- •Legacy Coin Packs: An unused pack may be refunded within 7 days of purchase. Once any coin in the pack has been used, the pack is non-refundable.
Workshop Reinforcement Pilot
The $399 Workshop Reinforcement Pilot involves custom work based on material you provide.
- •First-draft target: First candidate decision set targeted within two business days after Trivana accepts a complete brief and usable source material. Time waiting for source access, buyer answers, selection, revision feedback, or approval is outside that target.
- •Refund boundary: A full refund may be requested before Trivana delivers the first candidate decision set for buyer review. After that custom draft is delivered, the service is generally non-refundable while Trivana completes the agreed scope and included revision, except where required by law or if Trivana misses a separately confirmed delivery commitment.
- •Rescheduling: You may move the Day 0 launch once at no charge by giving at least two business days' notice. Material scope changes may require a revised quote or timeline.
These limits do not reduce any refund or cancellation right required by applicable law.
Cohort Rerun
The $249 Cohort Rerun delivers an already-approved Workshop Reinforcement program to one new private cohort with no content changes.
- •Refund boundary: A full refund may be requested any time before the new cohort's round links are released. After the links are released, the rerun is generally non-refundable except where required by law or if Trivana misses a separately confirmed delivery commitment.
- •Scope: A rerun includes zero content changes. Any wording, scenario, or facilitator change requires a new pilot purchase, not a rerun.
Personalized Facilitator Setup
The Personalized Facilitator Setup is not currently offered to new buyers. The terms below continue to apply in full to Personalized Facilitator Setups that have already been purchased.
The $1,999 Personalized Facilitator Setup involves custom media production from your consented photos and voice recording.
- •Refund boundary: A full refund may be requested any time before the build starts (the build starts when your signed authorization and usable intake are accepted). After your personalized facilitator is delivered and accepted, the setup is generally non-refundable except where required by law, and one consolidated revision round is included before acceptance.
- •Consent: A matching written authorization must be completed before any build starts: revocable likeness consent for the default self-based licensed-voice path; separate v2 likeness and voice-cloning consent plus recording provenance for the optional cloned-voice path; or fictional-character creation authorization with no real-person biometric uploads. Consent is never inferred from public recordings or workshop ownership.
- •Scope: The one-time setup covers the persona only. Each future workshop, cohort, or rerun is still produced and purchased separately; the setup never includes unlimited or self-serve content production.
When the setup is purchased as the founding pairing (persona plus included pilot), the included program follows the Workshop Reinforcement Pilot terms above once its brief is submitted.
These limits do not reduce any refund or cancellation right required by applicable law.
Trivana Studios
Trivana Studios work begins only under an accepted written scope. That scope states the deliverables, rights, production level, schedule, price, payment milestones, and any cancellation or refund terms for the custom activation. Mandatory rights under applicable law still apply.
How to Request a Refund
To request a refund, please contact us with the following information:
- •Your registered email address on Trivana
- •Date of purchase
- •Payment ID or transaction reference (if available)
- •Reason for refund (optional, helps us improve)
The fastest way is the in-app refund request on your billing page. You can also email support@trivana.ai.
Processing Time
Refund requests are processed within 5-7 business days. Once approved, the refund will be credited to your original payment method. Depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account.
Exceptions
Refunds may be denied in the following circumstances:
- •Accounts that have been suspended or terminated for violating our Terms of Service
- •Fraudulent or abusive refund requests
- •Requests made after the applicable refund window has expired
Taxes
When a full refund is approved, refundable taxes collected by the payment provider are returned to the original payment method where required and supported. Tax treatment may vary by jurisdiction and payment provider.
Contact Us
If you have any questions about our refund policy, please contact us at:
Support and complaints: support@trivana.ai
Operator: Rerato, Inc., United States
Principal office: 815 Superior Ave Ste 1618, PMB 228, Cleveland, OH 44114, United States