Refund Policy

Digital credits

Refund Policy Overview

Kiara X sells digital credits (one-time packs and monthly packs) used for AI generation, model access, chat/voice assistance, and related creation tools. Because credits unlock digital compute and provider costs, purchases are generally final once delivered, except where this policy or applicable law says otherwise.

We separate two different things: cash refunds for payments and credit refunds inside the Kiara X ledger. Most generation failures are handled with credit refunds, not cash refunds.

Refund questions and payment issues should be sent to info@kiarax.ai. Include your account email or login method, invoice/order id, payment method, approximate time, and the generation id if the issue involves a render.

Automatic Credit Refunds

Kiara X is designed to debit credits before a generation starts and refund credits when the service confirms an eligible technical failure.

• A provider or workflow fails before a clean task is created.
• The render fails, stalls past the configured timeout, or returns no usable output.
• The system cannot save the generation record or capture the output after debiting credits.
• A supported content filter blocks the render and the service records the failure as refundable.
• A duplicate internal submission is detected and the duplicate debit is confirmed.

What Is Not Normally Refundable

• You do not like the final output, style, face, pose, motion, lighting, detail, realism, or prompt interpretation.
• The prompt was vague, incorrect, missing information, too short, overpacked, or used the wrong model/settings.
• You uploaded the wrong reference image or video, selected the wrong ratio, duration, quality, or resolution, or deleted an output after it was delivered.
• A completed generation contains normal AI artifacts, variation, drift, or differences between attempts.
• The request violates the Terms, Acceptable Use Policy, provider rules, safety filters, or law.
• Blockchain network fees, wallet mistakes, wrong-chain transfers, exchange-rate movement, gas fees, miner fees, processor fees, or third-party wallet problems.
• Expired credits, unless applicable law requires otherwise.

Cash Refunds

Cash refunds are limited because purchases deliver digital credits immediately and because AI generation can consume provider costs quickly. We may approve a cash refund when required by law or when our review confirms a clear duplicate charge, payment-provider error, unauthorized payment, or account-credit delivery failure that cannot reasonably be fixed with credits.

• Contact us within 14 days of the payment issue.
• Do not spend the disputed credits while the refund is being reviewed.
• For card payments, refunds may be returned through the card processor and can take several business days after approval.
• For crypto payments, approved refunds may be issued as credits or as a USD-equivalent crypto refund at our discretion, minus unavoidable network or processor fees where allowed by law.
• We may refuse cash refunds for fraud, abuse, policy violations, chargeback abuse, or completed digital usage.

Right of Withdrawal (EU)

If you live in the EU, you normally have 14 days to withdraw from an online purchase. Credits are digital content that we deliver at once.

Before you pay, checkout asks you to tick: "I want my credits now and I understand I lose the 14-day withdrawal right once credits are delivered." Once the credits are on your account, the withdrawal right ends.

• If the credits are not delivered, you keep the right to withdraw and we refund the payment.
• Your other rights, such as for a faulty service or a duplicate charge, are not affected.

Crypto Payments

Crypto transactions are final on-chain. Kiara X cannot reverse a blockchain transaction, retrieve funds sent to the wrong address or chain, control wallet software, or reimburse network fees.

• Use only the payment address, chain, currency, and amount shown on the current invoice.
• Do not reuse expired invoice addresses unless the provider explicitly says it is safe.
• If a provider marks payment as underpaid, overpaid, expired, late, or mismatched, resolution depends on provider records and blockchain confirmation.
• Exchange-rate movement between invoice creation, payment, confirmation, and refund review is not guaranteed to be reimbursed.

Monthly Plans, Canceling, and Expiring Credits

A monthly plan paid by card renews every month at the price shown until you cancel. Cancel any time in one click in Account → Credits and billing, or from the link in any plan email. It takes effect at the end of the paid month; you keep the plan and its credits until then, and nothing more is charged.

We email you 3 days before each renewal. Forgot to cancel? Write to us within 7 days of a renewal and we refund that renewal if its credits are unused.

A plan paid with crypto lasts one month and does not renew. Like all credits, plan credits expire 30 days after they are added.

• Unused credits are not normally refundable after expiry.
• Canceling, or not renewing, does not refund credits already delivered.
• If a renewal is refunded or disputed, that renewal’s credits are taken back and the plan ends.
• If a credit grant fails after payment is confirmed, we will grant the missing credits or provide another remedy required by law.

Chargebacks and Payment Disputes

If you file a chargeback or payment dispute without contacting us first, we may suspend the account, freeze credits, remove generated content, preserve logs, and provide records to the payment provider.

Fraudulent payment activity, stolen payment methods, laundering attempts, processor abuse, or refund manipulation can lead to permanent account termination.

How to Request a Review

• Email info@kiarax.ai.
• Include your account email, Telegram username, or Google login email.
• Include invoice/order number, payment provider, amount, currency, and date.
• For generation issues, include the generation id, model, approximate time, and what failed.
• Do not include private wallet keys, seed phrases, full card numbers, passwords, or access tokens.

Mandatory Consumer Rights

Nothing in this policy limits refund, cancellation, or consumer rights that cannot be waived under applicable law. If mandatory law gives you a stronger right than this policy, that mandatory law controls.