Because the Service uses prepaid credits to call live AI inference APIs (each generation costs us real money the moment it submits), we don't issue blanket refunds on usage. The policy below tries to be fair about the cases where a refund makes sense.
Automatic credit refunds
Most failure cases refund themselves without you needing to ask:
- A generation submitted successfully but the underlying model returned an error before producing output → full credit refund, automatic, within minutes.
- A multi-tile job (ref sheet, prompt translator) where some tiles fail → partial credit refund for the failed tiles only.
- A post-process (cel-shade, VFX, cadence) where ffmpeg failed before uploading → full credit refund.
These show up on your credit ledger as refund entries with a description matching the original spend.
Subscription refunds
- First 7 days, never used — if you signed up, made no successful generations, and email billing@koanimationstudios.com within 7 days, we refund the subscription in full.
- EU consumer right of withdrawal — EU consumers may withdraw from any contract within 14 days of subscribing. By generating during that window you waive the right of withdrawal for the credits already consumed; the unused balance is refunded proportionally.
- Annual plans — refundable on a pro-rata basis less credits already consumed, if requested within the first 30 days. No refunds on annual plans after day 30 except where required by local law.
- Mid-cycle cancellation — cancellation stops the next renewal. You keep access until the end of the current billing period; no proration for the unused portion of the current period.
Top-up (one-time) credit refunds
Top-up credit purchases are refundable in full within 7 days of purchase if none of those specific credits have been spent. Once any portion is used, the purchase becomes non-refundable.
Chargebacks
Before disputing a charge with your card issuer, please email billing@koanimationstudios.com. We can almost always resolve issues faster than a chargeback (which takes weeks). Accounts with active chargeback disputes are paused until the dispute is resolved.
How to request a refund
Email billing@koanimationstudios.com with:
- The email address on your account;
- The approximate date of the charge;
- A short description of why you're requesting the refund.
We aim to respond within 2 business days. Approved refunds are processed via Stripe and typically appear on your statement within 5-10 business days.
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