KinoViz is a digital service based on subscriptions, feature access, storage, collaboration, exports, and AI credits. AI generation and media-processing tasks may incur third-party model, compute, storage, and payment-processing costs as soon as a task is submitted.
This Refund Policy explains when a refund may be available, when credits may be returned automatically, and what is generally non-refundable. By completing a purchase, you agree to this policy.
AI features are currently paused, and AI credits and one-time credit packs are not currently sold. Any credits purchased before the pause remain on your account and are handled under the terms below.
Paid subscriptions may unlock product features and grant AI credits for the billing period. Optional one-time credit packs may add additional spendable credits without changing your plan features.
Credits are a prepaid digital balance used for eligible AI generation or processing tasks. Credits are not cash, are not transferable, and may expire according to the plan, offer, or purchase type.
Free, promotional, welcome, referral, or bonus credits have no cash value and are not refundable.
After your first subscription payment succeeds, if you have not used any paid generation, export, storage, collaboration, or other paid service during the first 3 days after payment, you may contact support to request a refund.
If you have consumed credits, submitted a generation task, used paid features, or a task has begun processing, a full refund is generally not available. We may, at our discretion, refund the unused portion based on actual usage, unrecoverable fees, and costs already incurred.
Subscriptions renew automatically unless cancelled before renewal. You may cancel from your account where available or by contacting support.
If a subscription has renewed and you have not used paid services in the new billing period, you may contact support within 48 hours of renewal to request a refund.
If you used paid services after renewal, a full refund is generally not available. We may, at our discretion, refund the unused portion after deducting used services, third-party costs, and unrecoverable payment fees.
One-time credit packs are not currently sold. Packs purchased before the pause were delivered immediately and did not auto-renew; the terms below still apply to those historical purchases.
If, within 3 days of purchase, the credits from that pack are entirely unused, you may contact support with your account email and order ID to request a refund. Approved refunds may deduct unrecoverable payment-platform, bank, cross-border, and currency-conversion fees.
Once credits from a pack have been partly or fully consumed, including tasks already submitted that incurred model or compute costs, the consumed portion is non-refundable. We may, at our discretion, refund the unused portion.
Expired credits are forfeited and are not refundable.
The following may qualify for refund review:
The following are generally non-refundable:
If a generation or processing task fails because of a KinoViz system error, provider outage, or internal timeout, the credits for that task may be automatically returned to your balance where the product supports automatic credit accounting.
If a provider safety filter blocks a task before billable processing begins, no credits may be consumed for that attempt. If you believe credits were not returned for a failed task, contact support with the task details.
Refunds are calculated based on the amount paid, actual usage, credits consumed, features delivered, model or compute costs already incurred, storage or export usage, and unrecoverable third-party payment fees.
Unless mandatory law requires otherwise, KinoViz does not bear payment-processing fees, bank charges, cross-border payment costs, currency-conversion differences, exchange-rate losses, dispute fees, or other third-party costs that cannot be recovered.
If the calculated refundable amount is too low after fees and used services, KinoViz may choose to provide platform credits or another equivalent remedy where appropriate.
Refunds are intended to correct genuine mistakes, not to obtain free usage. Repeated buy-use-refund cycles, misleading refund claims, stolen-card activity, abnormal usage, or payment disputes may result in denial of refunds, suspension, credit recovery, plan cancellation, or account termination.
If you initiate a dispute, chargeback, or payment reversal with a bank, card issuer, or payment platform, that order enters the payment institution's dispute process. To avoid duplicate handling, KinoViz will generally pause separate refund processing for that order.
To request a refund, contact support@kinoviz.com with your account email, order ID, payment provider if known, and a short description of the issue.
Approved refunds are returned to the original payment method where possible. Processing time depends on the payment provider, issuing bank, and region.
We may update this Refund Policy from time to time. Material changes will be reflected by updating the date at the top of this page.
