Refund Policy

At KiVi AI, we strive to ensure our users are fully satisfied with our AI generation tools. This Refund Policy outlines the conditions under which refunds are provided for our subscriptions and credit packs. It forms part of our Terms of Service.

1. Subscriptions and Automatic Renewal

Our Service is offered on a subscription basis (monthly or annually) and via one-time credit packs. Subscriptions automatically renew at the end of each billing cycle. You may cancel auto-renewal at any time from your Member Center (Sign in → My Benefits → My Product → Cancel Subscription). Cancellation applies to the next billing cycle, and you will retain full access until the current cycle ends.

Annual plans: cancelling an annual plan mid-cycle takes effect at the end of the current billing cycle; prepaid annual fees are non-refundable for the remaining period, except as provided in Section 3 or where required by law.

2. 30-Day Money-Back Guarantee (First Purchase)

We offer a 30-Day Money-Back Guarantee for first-time subscription purchases. You may request a full refund within 30 days of your initial purchase if the refund is approved under the conditions below. Refunds may be granted if any of the following applies:

• Low usage: You have used less than 10% of the credits allocated to your plan at the time of your request. Usage is measured by the credit-consumption records in your account dashboard, which are the authoritative basis for assessment.
• Service failure: You experienced severe technical failures that prevented content generation, which our support team was unable to resolve within a reasonable timeframe, and you are unwilling to wait for a fix.
• Good-faith first impressions: Other exceptional circumstances, reviewed on a case-by-case basis at our reasonable discretion.

In all cases, you must not have violated our Terms of Service (e.g., generating prohibited or NSFW content).

3. Renewal Charges — Discretionary Refunds

Fees for automatic renewals are generally non-refundable, and forgetting to cancel before the renewal date is not by itself grounds for a refund.

That said, we review renewal-refund requests on a case-by-case basis and may, at our sole discretion, refund a renewal charge in full or in part where there is a genuinely compelling reason and the Service has not been materially used in the new billing period. Examples include a verified duplicate charge, a billing error, a documented technical failure, or other circumstances we deem fair.

To request a discretionary review, contact us within 14 days of the renewal charge with your account email, order number, and a brief explanation. Decisions are final within our discretion, but we always aim to be reasonable.

4. Non-Refundable Circumstances

Refunds will not be granted in the following circumstances:

• You have consumed 10% or more of your credits before requesting a refund under Section 2 (except for verified service failures under Section 2).
• You purchased the product without reviewing its description, features, capabilities, limitations, or system requirements, despite the free trial being available (see Section 7).
• Your account was suspended or banned due to violations of our Acceptable Use Policy or DMCA strikes.
• You simply "changed your mind" after extensively using the platform.
• The purchase was a one-time Credit Pack — credit packs are non-refundable once credits are added to your account, except where required by law.
• You forgot to cancel your subscription before the renewal date and there is no compelling reason as described in Section 3.
• The purchase was made through the Apple App Store or Google Play — such purchases are subject to the respective platform's refund policies, and we are unable to issue refunds directly.

5. Chargebacks and Payment Disputes

We encourage you to contact support@kivix.ai to resolve any billing issue before contacting your bank — most billing issues can be resolved faster through support.

If you initiate a chargeback or payment dispute, your account may be suspended pending investigation, and access to the Service may be restricted until the dispute is resolved. If the dispute is resolved in your favor or we determine the dispute was not made in bad faith, your account access will be restored. Where a chargeback is found to be fraudulent or made in bad faith, we reserve the right to terminate the account permanently in accordance with our Terms of Service.

6. How to Request a Refund

Contact our support team at support@kivix.ai with your account email, order number, and a brief explanation of your request. We respond within three business day. Approved refunds are issued to the original payment method and are typically processed within 5–10 business days, depending on your bank.

7. Try Before You Buy

KiVi AI offers free trial credits and free features so you can evaluate the platform before purchasing. We encourage all users to test the product, review its features, capabilities, limitations, and output quality, and ensure it meets their needs before subscribing or buying credits.

Refund requests submitted after the 30-day guarantee period (Section 2) will be reviewed only under Section 3 (renewals, discretionary) or applicable law.

8. Statutory Rights

Nothing in this Policy limits any mandatory consumer rights you may have under the law of your jurisdiction, including the statutory withdrawal rights of EU/UK consumers (where applicable) and refund rights arising from service failures. Where this Policy conflicts with mandatory local law, local law prevails.