Refund Policy

Effective date: September 1, 2026

This Refund Policy applies to purchases made directly through kavello.app. It forms part of our Terms and Conditions.

This policy applies to both image and video generation. Prompt templates may be browsed or copied free of charge; model generation uses credits. The required credits vary with the model and settings, including image resolution, and are shown before submission.

Last updated: September 15, 2026

1. Subscription refunds

You may request a refund for your first subscription purchase within 3 calendar days after purchase if none of the subscription credits have been used.

Subscription renewals and subscription purchases outside this rule are normally non-refundable. Cancelling a subscription stops the next renewal at the end of the current billing period. You retain access for the remainder of that period, and we do not provide prorated refunds for unused time.

2. One-time credit packs

You may request a refund for a one-time credit pack within 3 calendar days after purchase if the pack remains completely unused. Once any credits from the pack have been used, the purchase is normally non-refundable.

3. Exceptions we review

We review the following individually even when the normal unused-credit condition is not met:

• a duplicate charge;
• an unauthorized transaction; or
• a confirmed major technical fault that materially prevented delivery of the purchased Service.

We may request account, order, payment, or technical information reasonably necessary to investigate. Approval depends on the evidence, processor status, and applicable law.

4. Failed AI generations

If a task produces no usable output because of a confirmed Kavello, AI-provider, queue, timeout, or post-processing failure, the charged or reserved Service credits are normally returned automatically. A safety rejection that produces no result is not charged, or reserved credits are returned. Provider-cancelled and empty-result tasks are treated similarly.

A successfully generated and accessible output is not eligible for a refund or credit return solely because you dislike the result. Contact support if you believe a major technical fault occurred.

Returned generation credits are not a cash refund. They expire on the later of their original expiry and 3 days after return.

5. How to request a refund

Email support@kavello.app from the address associated with your Kavello account. Include your order number, purchase date, payment method, reason, and relevant evidence. Do not send a complete card number or password.

If approved, the refund is sent to the original payment method. It normally appears within 5–10 business days after approval, but your bank or payment processor may take longer.

6. Chargebacks and payment disputes

Please contact us before starting a chargeback so we can investigate and try to resolve the issue. We may provide the payment processor or financial institution with relevant transaction, account, delivery, consent, and support records when responding to a dispute. Nothing in this section restricts a lawful right to dispute an unauthorized or incorrect charge.

7. Mandatory consumer rights

This Policy states Kavello's default voluntary refund rules. Cooling-off periods, cancellation rights, remedies for defective digital services, or other non-waivable rights may apply where you live and may override this Policy. We will review such requests under applicable law. Nothing here asks you to waive a right that cannot lawfully be waived.

8. Contact and language

Operator: Hong Li
Location: China
Email: support@kavello.app

If the English Policy conflicts with a translation, the English version controls to the extent permitted by law. Mandatory rights under applicable law remain unaffected.