Refund Policy

1. Digital Goods Policy

Important Notice: Kivara AI sells exclusively digital goods and services that are delivered electronically and instantly upon purchase. This includes:

• AI conversation credits
• Premium membership subscriptions
• AI-generated images
• Access to premium features and content

Due to the nature of digital goods and instant delivery, all sales are generally final. Once a purchase is completed and the digital goods are delivered to your account, the transaction is considered complete and non-refundable.

2. Refund Eligibility

We may grant refunds in the following exceptional circumstances:

2.1 Technical Issues

If you experience technical problems that prevent you from accessing or using the purchased digital goods, and we are unable to resolve the issue within a reasonable timeframe, you may be eligible for a full or partial refund.

2.2 Duplicate Charges

If you were charged multiple times for the same purchase due to a processing error, we will refund the duplicate charges immediately upon verification.

2.3 Unauthorized Transactions

If you believe a purchase was made without your authorization, please contact us immediately. We will investigate and may issue a refund if the transaction is confirmed as unauthorized.

2.4 Service Failure

If our service fails to deliver the purchased digital goods due to a system error, you are eligible for a full refund or re-delivery of the goods.

3. Non-Refundable Situations

Refunds will NOT be granted in the following cases:

• Change of Mind: If you simply decide you no longer want the digital goods after purchase
• Used Credits: If you have already used the purchased credits or accessed the premium features
• Account Violations: If your account was suspended or terminated due to violation of our Terms of Service
• Buyer's Remorse: General dissatisfaction after the purchase has been completed and goods delivered
• Misunderstanding of Product: Failure to read product descriptions or understand what was being purchased
• Third-Party Issues: Problems with your internet connection, device, or other third-party services

4. Subscription Refunds

4.1 Subscription Cancellation

You may cancel your subscription at any time. Upon cancellation:

• You will retain access to premium features until the end of your current billing period
• No refund will be provided for the remaining time in the current billing period
• You will not be charged for subsequent billing periods

4.2 Partial Period Refunds

We do not provide pro-rated refunds for partial subscription periods. If you cancel your subscription, you will continue to have access until the end of the period you have paid for.

5. Refund Request Process

To request a refund, please follow these steps:

1. Contact our support team through the designated support channels
2. Provide your account email address and transaction details
3. Clearly explain the reason for your refund request
4. Include any relevant evidence (screenshots, error messages, etc.)

Time Limit: Refund requests must be submitted within 48 hours of the original purchase. Requests made after this period will generally not be considered.

6. Refund Processing

If your refund request is approved:

• We will process the refund within 5-10 business days
• Refunds will be issued to the original payment method
• Depending on your payment provider, it may take additional time for the refund to appear in your account
• Any credits or premium access associated with the refunded purchase will be removed from your account

7. Chargebacks

Important: If you initiate a chargeback with your payment provider without first contacting us:

• Your account will be immediately suspended pending investigation
• You may be permanently banned from using our service
• We reserve the right to dispute illegitimate chargebacks

We encourage you to contact us directly before initiating a chargeback so we can work together to resolve any issues.

8. Right of Withdrawal (EU/UK Customers)

For customers in the European Union and United Kingdom: By purchasing digital content and explicitly agreeing to immediate delivery, you acknowledge that you waive your right of withdrawal under the Consumer Contracts Regulations once the digital content has been delivered to your account.

9. Currency and Exchange Rates

All prices are listed in US Dollars (USD). If your payment is processed in a different currency, your financial institution will handle the conversion. We are not responsible for exchange rate fluctuations or conversion fees.

Refunds will be processed in the original transaction currency. You may receive a different amount than originally paid due to exchange rate changes.

10. Promotional Credits and Bonuses

Free credits, promotional bonuses, and trial periods are non-refundable and have no cash value. These promotional items cannot be exchanged for refunds or transferred to other accounts.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated revision date. Purchases made after policy changes will be subject to the new terms.

12. Contact Information

If you have any questions about our Refund Policy or wish to request a refund, please contact our support team through the designated support channels.

We aim to respond to all refund requests within 24-48 hours during business days.