REFUND POLICY

2.1. The Cost of Generative GPU Compute:

When you type a prompt, upload an image, or request a custom AI avatar video, Kivoo AI immediately routes that request to massive, highly advanced graphics processing unit (GPU) server clusters. Synthesizing high-fidelity, user-generated content (UGC) video, syncing audio to lip movements, and rendering deep learning models requires immense, instantaneous computational power and incurs immediate, unrecoverable upstream API costs.

2.2. The Instantaneous Consumption of Value:

Because the computational cost to Kivoo AI is incurred the exact millisecond you click "Generate," the digital service is considered fully consumed and irreversibly delivered at that exact moment. Kivoo AI cannot "un-render" a video to get our server costs back. Therefore, the traditional retail concept of "returning" a product for a full refund is structurally, mathematically, and financially impossible within the context of our generative AI infrastructure.

3.1. Definition and Utility of Credits:

Credits are a mathematically defined measurement of generative capacity. They hold absolutely no real-world fiat value, cannot be traded on any secondary market, cannot be transferred to another User's Account, and cannot be withdrawn, cashed out, or converted back into fiat currency under any circumstances whatsoever. They exist solely to meter your usage of the Kivoo AI rendering engines.

3.2. Credit Consumption Rates:

The number of Credits consumed per action is highly variable and depends on the complexity of the task. Rendering a 60-second 4K UGC video with complex motion tracking, custom voice cloning, and environmental interactions will consume significantly more Credits than rendering a 5-second 720p static talking-head avatar. Kivoo AI reserves the absolute right to dynamically adjust the Credit cost of specific features at any time without prior notice based on fluctuating global cloud computing costs.

3.3. Expiration and Forfeiture of Credits:

Unless explicitly stated otherwise in a highly specific, customized Enterprise Agreement, all Credits allocated to your Account via a monthly or annual Subscription cycle expire absolutely and irreversibly at the end of that specific billing period. Unused Credits do not "roll over," accumulate, or bank into the next month. If you fail to use your allocated generative capacity before your billing cycle resets, that capacity is permanently lost.

3.4. Account Cancellation and Total Credit Wipe:

If you voluntarily cancel your Subscription, or if Kivoo AI terminates your Account for a violation of our Acceptable Use Policy, any and all remaining Credits in your balance are instantaneously, permanently, and irreversibly forfeited. You will receive no prorated financial compensation for forfeited Credits.

4.1. General Rule of Finality:

All purchases made on kivooai.com—including but not limited to monthly subscriptions, annual subscriptions, one-off credit top-ups, premium API access tokens, and custom avatar training fees—are strictly final, non-refundable, and non-reversible.

4.2. Exhaustive List of Non-Refundable Scenarios:

To prevent any ambiguity, Kivoo AI explicitly states that we will not, under any circumstances, issue a refund, partial refund, or prorated credit for any of the following scenarios:

• Aesthetic Dissatisfaction: You are unhappy with the artistic style, pacing, lighting, or general look of the generated video.
• AI Hallucinations and Errors: The AI generated a video containing misspelled text, unnatural human movements (e.g., distorted hands or faces), robotic-sounding audio, or hallucinatory visual artifacts. Generative AI is experimental, and errors are an inherent, accepted risk of the technology.
• Prompt Engineering Failure: You failed to write a sufficiently detailed or coherent prompt, resulting in a video that did not match your internal expectations or marketing vision.
• Lack of Usage: You purchased a Subscription but "forgot" to use the platform, lacked the time to generate videos, or abandoned your Account.
• Buyer's Remorse: You simply changed your mind, decided you no longer need AI video tools, or found a cheaper competitor after initiating a transaction.
• Platform Incompatibility: You are unable to use the generated MP4 files in your specific video editing software, or a third-party social media platform (e.g., TikTok, Meta, YouTube) rejected your AI-generated advertisement for violating their specific internal ad policies.
• Account Termination: Your Account was banned, suspended, or restricted by Kivoo AI for violating our Master Terms of Service, Acceptable Use Policy, or for attempting to generate prohibited content (e.g., deepfakes, CSAM, illegal marketing).

5.1. The 72-Hour Temporal Window:

The User must submit a formal, highly detailed written refund request to help@kivooai.com within exactly seventy-two (72) hours (3 days) of the exact timestamp of the original transaction. Requests submitted at hour 73 or beyond will be automatically and immediately rejected by our filtering systems without human review.

5.2. The Substantial Non-Usage Threshold:

The User must have consumed less than five percent (5%) of the total Credits allocated to their Account by the disputed transaction. For example, if a Subscription grants 100 Credits, the User must have consumed 4 Credits or fewer. If the User has generated multiple videos, tested multiple voices, or trained a custom avatar, they have crossed the threshold of "substantial performance," the AI compute costs have been heavily incurred, and the refund is mathematically impossible to grant.

5.3. The "First Offense" Rule:

The User must be a first-time customer requesting their first-ever refund. Users who have previously requested and received a refund, or users who routinely subscribe, cancel, and demand their money back in a cyclical pattern of abuse, are absolutely ineligible for review.

5.4. Absence of Malice or TOS Violations:

The User's Account must be in perfect standing. If the backend logs indicate that the User attempted to bypass safety filters, requested prohibited content, or utilized automated scraping bots prior to requesting the refund, the request will be denied and the Account will be banned.

6.1. Ironclad Auto-Renewal Authorization:

By selecting a monthly or annual Subscription, you affirmatively and legally authorize Kivoo AI (via our highly secure, PCI-compliant third-party payment gateways) to automatically charge your stored credit card, debit card, or digital wallet on a recurring basis. This automatic charge will occur on the exact calendar day corresponding to the commencement of your paying Subscription.

6.2. The Burden of Cancellation:

It is your sole, absolute, and unshared responsibility to cancel your Subscription if you no longer wish to be billed. You must initiate the cancellation process through the dedicated billing portal inside your Kivoo AI dashboard.

6.3. Timing of Cancellation:

To prevent the next automated billing cycle from triggering, you must successfully complete the cancellation process at least twenty-four (24) hours before your next scheduled renewal date. If you cancel exactly on the renewal date, or after the gateway has already initiated the charge, that specific charge is final, non-refundable, and will grant you access for one final billing cycle.

6.4. Ineffective Methods of Cancellation:

Sending a vague email to Kivoo AI, deleting your Kivoo AI browser bookmark, uninstalling a related app, or simply logging out of your Account DOES NOT constitute a legally binding cancellation of your financial Subscription. The billing engine will continue to charge you until you use the precise, in-dashboard cancellation mechanism.

7.1. Immediate Account Termination:

The moment a refund is authorized and processed by our financial team, your Kivoo AI Account will be permanently, instantly, and irrevocably disabled. You will be logged out, and your login credentials will be invalidated.

7.2. Total Purge of Digital Assets:

Simultaneously with the account termination, our servers will execute a catastrophic deletion of all your stored Inputs, generated video Outputs, custom trained avatars, voice clones, and historical metadata. These assets cannot be recovered, restored, or retrieved under any circumstances.

7.3. Absolute Revocation of Commercial Licenses (The "Copyright Clawback"):

Because you have effectively "returned" the digital service and retrieved your fiat currency, you completely forfeit any and all legal rights to the Outputs generated during that time. The perpetual, commercial-use license granted in our Master Terms of Service is instantly, retroactively, and globally revoked.

7.4. Liability for Continued Use:

If you continue to use, display, broadcast, or monetize any Kivoo AI-generated videos on social media, television, websites, or ad networks after receiving a refund, you are doing so without a valid commercial license. Kivoo AI reserves the absolute right to issue formal Digital Millennium Copyright Act (DMCA) takedown notices, strike your ad accounts on platforms like Meta or Google, and pursue aggressive legal action for willful intellectual property infringement and commercial theft.

8.1. Definition of a Chargeback:

A chargeback occurs when you contact your bank, credit card issuer, or digital wallet provider (e.g., PayPal) to dispute a charge made by Kivoo AI, forcing the financial institution to pull the funds back from our merchant accounts.

8.2. Immediate Zero-Tolerance Ban:

The exact millisecond Kivoo AI receives a chargeback notification from our payment gateway, your Account will be permanently, automatically, and irreversibly banned. Your IP address, MAC address, and hardware identifiers will be added to a global cryptographic blacklist, preventing you from ever creating another Kivoo AI account.

8.3. Aggressive Dispute Rebuttal:

Kivoo AI will not simply accept a chargeback. We employ dedicated financial risk analysts who will aggressively fight the dispute. We will submit a comprehensive evidence packet to your bank, which will include: your IP address at the time of purchase, cryptographic logs of your login sessions, detailed timestamps of every single AI prompt you executed, copies of the videos you downloaded, and a copy of this exact Financial Policy that you legally agreed to.

8.4. Referral to Debt Collection and Legal Authorities:

If a chargeback is successful despite our rebuttal, and we determine that the dispute was fraudulent or malicious (i.e., you clearly used the AI generation tools and then claimed the charge was "unauthorized"), Kivoo AI reserves the absolute right to refer your account to third-party international debt collection agencies. Furthermore, Kivoo AI may report the incident of cyber-fraud to local, national, or international law enforcement authorities, and initiate civil litigation to recover the stolen funds, exorbitant legal fees, and administrative costs.

9.1. No Fiat Compensation for Downtime:

If the Kivoo AI platform, rendering engines, or website experiences an outage, slowdown, or critical failure, Kivoo AI will not, under any circumstances, issue fiat currency refunds or prorate your monthly subscription charge.

9.2. Issuance of "Goodwill Credits":

If the platform experiences a catastrophic, documented global outage lasting longer than forty-eight (48) continuous hours, Kivoo AI may, at its sole, absolute, and unreviewable discretion, issue a "Goodwill Credit" drop to affected, active, paid Subscribers. These Goodwill Credits will be added to your digital balance to compensate for the lost time, but they remain subject to all the restrictions outlined in Section 3 and can never be converted into cash.

10.1. The European Union and UK "Cooling-Off" Period Waiver:

If you reside within the European Economic Area (EEA) or the United Kingdom, you are generally protected by the Consumer Rights Directive, which grants a 14-day "cooling-off" period to cancel online purchases. HOWEVER, the law contains a specific, ironclad exemption for the supply of digital content that is not supplied on a tangible medium.

By clicking "Subscribe," "Purchase," or "Generate," and immediately accessing the Kivoo AI dashboard, rendering tools, or API, you expressly, actively, and affirmatively consent to Kivoo AI initiating the performance of the contract immediately. By giving this consent, you unconditionally acknowledge that you completely waive, forfeit, and abandon your statutory 14-day right of withdrawal. You cannot render an AI video and then claim a European cooling-off period.

10.2. US State-Specific Disclaimers:

Certain states within the United States (e.g., California) have specific consumer laws. To the maximum extent permitted by those laws, Kivoo AI disclaims all implied warranties of refundability. All transactions are governed primarily by the binding arbitration and choice of law provisions established in our Master Terms of Service.

11.1. Accurate Billing Information:

You are legally obligated to provide completely accurate, current, and verifiable billing information. Providing stolen credit cards, fake names, or utilizing sophisticated VPNs to spoof your location for the purpose of evading local Value Added Tax (VAT) or exploiting regional pricing disparities constitutes severe financial fraud and will result in an immediate, unappealable ban.

11.2. Foreign Exchange and Conversion Fees:

Kivoo AI prices its services dynamically, often basing base rates in a stable currency (e.g., USD). If your local bank account operates in a different currency (e.g., INR, EUR, GBP), your bank or credit card issuer will perform the currency conversion. Kivoo AI has absolutely no control over the exchange rates applied by your bank, nor are we responsible for any foreign transaction fees, international processing fees, or hidden surcharges levied by your financial institution. If you request a refund and it is granted, the refunded amount will be processed in the exact base currency of the original transaction; you bear the absolute risk of any financial loss due to fluctuating exchange rates during the intervening time.

12.1. The Required Email Format:

You must send an email to help@kivooai.com from the exact email address registered to your Kivoo AI Account. Emails sent from secondary accounts will be ignored for security reasons.

12.2. The Required Data Payload:

Your email must include, in clear, unambiguous text:

• Your full legal name and Kivoo AI username.
• The exact date and timestamp of the disputed transaction.
• The exact fiat amount charged to your card.
• The last four (4) digits of the credit card or payment method used.
• A detailed, exhaustive, and logically sound explanation of exactly why you are requesting a refund, referencing the specific clauses in this Financial Policy that you believe entitle you to one.

12.3. The Review Timeline:

Kivoo AI's financial compliance team will investigate your request. This involves analyzing server logs, verifying credit consumption, and assessing API latency during your sessions. This process can take up to fourteen (14) business days. Harassing our support staff, sending multiple redundant emails, or threatening legal action during this review period will result in an automatic denial of your request and immediate closure of your support ticket.

13.1. Unilateral Right to Modify:

Kivoo AI reserves the absolute, unreviewable, and unilateral right to dynamically update, heavily revise, entirely rewrite, or subtly amend this Master Global Financial, Billing, Subscription, and Refund Policy at any time, for any reason, without requiring your prior consent.

13.2. Notification and Binding Acceptance:

Changes to this Policy will be effective immediately upon their publication on kivooai.com. Your continued maintenance of a paid Subscription, your purchase of additional Credits, or your continued generation of AI videos following the posting of an updated Policy constitutes your absolute, legally binding acceptance of the newly revised financial terms.

13.3. Severability Clause:

If any single provision, clause, penalty, or restriction detailed within this massive Financial Policy is determined to be legally invalid, void, or practically unenforceable by a court of competent jurisdiction or a binding arbitrator, that specific provision shall be surgically modified to the minimum extent necessary to make it enforceable. If modification is impossible, the provision shall be entirely severed from the document, and all remaining financial provisions, billing terms, and anti-chargeback protocols shall remain in full, unmitigated force and legal effect.