Refund and Cancellation Policy
Last updated and effective
1. Summary
Kalvia AI sells credits, which you spend on image, video, voice and other generations. Purchases are one-time payments in US dollars. Nothing renews by itself.
| Situation | What happens |
|---|---|
| Credits you bought and have not spent | Refunded in full to your payment method if you ask within 14 days of the payment. |
| A purchase you have partly spent | The unspent part is refunded in proportion if you ask within 14 days of the payment. |
| Credits you have spent | Not refundable, unless the generation failed or was defective. |
| A generation that fails | Its credits return to your balance automatically. You do not need to ask. |
| A charge made in error | Corrected or refunded in full. |
| Free and promotional credits | No cash value and not refundable. |
2. What you are buying
A credit pack is a one-time purchase of a stated number of credits at a stated price, paid through Stripe. The current packs and prices are shown on the pricing page and at checkout. Credits are added to your account when the payment is confirmed, as the Delivery Policy describes, and they do not expire.
Credits are a prepaid way to use Kalvia. They are not money, cannot be transferred to another account, and cannot be exchanged for cash except through a refund under this policy.
Kalvia AI sells no physical goods, so nothing is shipped and there is nothing to return. This policy takes the place of a returns policy.
3. Unused and partly used credits
You can ask for a refund of a credit purchase within 14 days of the payment.
- None of the credits spent: we refund the full amount you paid.
- Some of the credits spent: we refund the unspent part in proportion. For example, if you bought 1,200 credits and 300 have been spent, three quarters of the price is refunded.
- All of the credits spent: there is nothing to refund.
Free credits are spent before purchased credits, so they do not reduce a refund. When a refund is issued, the refunded credits are removed from your balance.
After 14 days a purchase is not refundable, except where the sections below or the law give you a right to one.
4. Spent credits and results you are not happy with
The credit price of a generation is shown before you start it. Once a generation completes and its result is delivered to your account, the credits it used are spent and are not refunded.
AI output varies from one run to the next, and a result may not match what you pictured. That is the nature of generative models, so we do not refund credits because a completed result was not to your taste. Using a lower-cost model or a preview where one is offered is the inexpensive way to test a prompt.
A defective result is different. If a completed generation is unusable for a technical reason, such as a file that will not open, a blank or corrupted output, or a result that was charged but never appeared, write to support@kalvia.ai within 14 days with a link to the generation. Where we confirm the fault we return the credits to your balance.
5. Failed, blocked and cancelled generations
When you start a generation, the credits it may cost are held from your balance. When it finishes, the hold is settled: you are charged the price of the completed work, never more than the amount held, and any remainder is released.
- Failed generations. If a generation fails, for example because the model provider returned an error, refused the request or timed out, the credits held for it are returned to your balance automatically. You are not charged for a generation that fails.
- Requests refused by a safety check. A request that breaks the Content and Acceptable Use Policy is refused before any credits are held, so it costs nothing.
- Cancelled generations. You can cancel a generation that is still waiting to start, and its held credits are returned. Once a model has begun work, cancelling may no longer be possible, and where it is not, the generation runs to completion and is charged.
- Generations under review. Occasionally we cannot tell at once whether a generation completed. Its credits stay held, not spent, while we check, and they are returned if it did not complete.
Returned credits go back to your Kalvia balance. They are not a refund to your payment method; if you would rather have unspent credits refunded as money, the section above on unused credits applies.
6. Billing errors and unauthorised charges
Tell us at support@kalvia.ai as soon as you notice any of the following, and in any case within 60 days:
- You were charged more than once for the same purchase.
- You were charged, and the credits were not added to your account.
- You were charged an amount different from the price shown at checkout.
- A payment was made on your card without your permission.
We investigate and either deliver what you paid for or refund the charge in full.
7. Cancellation
Credit packs. A credit pack is a single payment. There is no subscription attached to it, nothing renews, and there is nothing to cancel. You can stop using Kalvia at any time and your remaining credits stay on your account.
Membership plans. The membership plans shown on the pricing page are not on sale yet, and no recurring charge is taken from anyone. When they go on sale, a plan will renew automatically at the interval you choose until you cancel; you will be able to cancel at any time from your account; a cancellation will stop all future renewals and leave your plan active until the end of the period you have already paid for. This policy will be updated with the full terms before the first plan is sold.
Closing your account. You can ask us to close your account at any time by writing to support@kalvia.ai from the email address on the account. Closing an account does not by itself refund unspent credits: ask for a refund first if you are within the 14-day period.
8. Production services by Kalvia Studios
Film, commercial and other production work by Kalvia Studios is quoted for each project and carried out under a written agreement with the client. That agreement states the price, the payment schedule and what happens if the project is changed or cancelled, and it governs those payments in place of this policy.
9. What is not refunded
- Credits that have been spent on completed generations.
- Purchases made more than 14 days ago.
- Free, promotional and bonus credits, which have no cash value. See the Promotion Terms.
- Accounts suspended or closed for breaking the Terms of Service or the Content and Acceptable Use Policy.
- Fees charged by your bank or card issuer, such as currency conversion or foreign transaction fees.
10. How to ask for a refund
Write to support@kalvia.ai from the email address on your Kalvia account and include:
- The date and amount of the payment, or the payment reference from your payment history.
- What you are asking for and why, with a link to the generation if the request is about a result.
Never send your full card number, security code or password. We do not need them and will not ask for them.
11. Timeline
- Reply: we answer refund and billing requests within 2 business days.
- Decision: most requests are decided in that first reply. If we need more information we say what, and decide once we have it.
- Payment: an approved refund is sent to the payment method you paid with. It usually appears on your statement within 5 to 10 business days, depending on your bank.
- Currency: refunds are made in US dollars, for the amount you paid.
12. Chargebacks and payment disputes
If something is wrong with a charge, please contact us first: we can usually settle it faster than a bank dispute can. If you open a dispute with your bank or card issuer, purchases and generations on the account may be paused while it is resolved, and credits from the disputed payment may be removed. Disputing a legitimate charge to obtain free use breaks the Terms of Service.
13. Your legal rights
Nothing in this policy limits a right you have under the consumer law of the country you live in. If that law gives you a longer period or a right to a refund that this policy does not, the law applies.
If you live in the European Union or the United Kingdom, you have 14 days from a purchase to withdraw from it. Credits are digital content supplied immediately: by spending credits within that period you ask us to begin supplying the service, and you accept that the right to withdraw no longer applies to the credits you have spent.
14. Changes and contact
We may update this policy. The date at the top shows when it last changed, and a purchase is governed by the policy in force on the day you made it. Questions go to support@kalvia.ai. Related policies: