Refund Policy

How refunds work here

Kitovia sells prepaid credits. Two different things can be refunded, and it matters which one applies:

• Credit refunds happen instantly and automatically inside your account — when a generation fails or is cancelled in time, the credits for that generation go straight back to your balance.
• Cash refunds mean money back to your card, processed by our merchant of record (Creem or Lemon Squeezy) to the original payment method. These are covered by the rules below.

Generation problems (credit refunds)

• Generation fails or times out: the credits for that generation are returned to your account automatically. You should never have to ask.
• Cancelled before submission: credits are returned automatically. Once a generation is running, our provider's compute cost is already spent, so cancelling does not return credits — the page tells you this before you confirm.
• Unusable first result: AI results are random; the same photo can yield different models. If your first model is distorted or unusable, email us — we will return that generation's credits or regenerate once for free, at your choice.
• Photo rejected by our content check: nothing is charged.

Unused credits (cash refunds)

• Within 14 days of purchase, you can request a cash refund of a credit pack minus any credits already consumed from that pack. Email support@kitovia.com from your account email with the order reference.
• After 14 days, credits remain valid and usable but are no longer refundable for cash.
• Partially or fully consumed packs are not refundable for the consumed portion.

Account problems

If you accidentally bought credits twice, or a charge looks wrong, contact us within 30 days and we will make it right — either by returning credits or issuing a cash refund, whichever you prefer.

Content violations

• If your upload is rejected by our content check, no credits are charged.
• If a generation is cancelled for violating our content rules, that generation's credits are returned to your account. If your entire pack is still unused, you may request a cash refund for it.

Chargebacks and forced refunds

If our payment provider forces a refund (for example after a chargeback), the credits from that purchase will be deducted from your account — this can make your balance go negative, and the service will be paused until it is settled. We will always contact you first when we can.

Who processes cash refunds

Payments and cash refunds are handled by our merchants of record (Creem / Lemon Squeezy). Refunds go back to the original payment method; depending on your bank, they can take 5–10 business days to appear. Taxes collected at checkout are refunded in the same proportion.

Your statutory rights

Nothing in this policy limits mandatory consumer rights in your country of residence — including EU/UK withdrawal rights for digital content where applicable. This policy is provided for general information and is not legal advice.