Refund Policy

This Refund Policy was last updated on April 9, 2026

This Refund Policy ("Policy") applies to all purchases made on Kinovi (the "Service"), operated by Vixion Technology Limited, a company registered in the Hong Kong Special Administrative Region (HKSAR). References to "we", "us", or "our" in this Policy refer to Vixion Technology Limited.

By completing a purchase on our Service, you acknowledge that you have read, understood, and expressly agree to this Refund Policy. If you do not agree with any part of this Policy, you must not make a purchase.

1. All Sales Are Final — No Refunds

Credits, subscriptions, and any other paid products sold on Kinovi are virtual, digital goods delivered instantly upon purchase. As such, ALL SALES ARE FINAL AND NON-REFUNDABLE.

When you purchase credits or any paid product, you receive immediate access to digital content and computing resources that are consumed on demand. Once delivered, these cannot be "returned" in any meaningful sense. Accordingly, we do not offer refunds, exchanges, or store credit for any reason, including but not limited to the cases listed in Section 3.

By completing a purchase, you expressly acknowledge that:

  • You are purchasing a virtual, digital product that is delivered immediately upon payment.
  • You waive any statutory right of withdrawal, "cooling-off" period, or equivalent cancellation right that might otherwise apply to distance contracts for digital content, to the fullest extent permitted by applicable law.
  • You have had the opportunity to review our Service, pricing, and documentation before making your purchase.
  • You understand that AI-generated output is probabilistic and that results may vary, and you accept this risk as an inherent part of the Service.

2. Narrow Exceptions

Notwithstanding Section 1, we may, at our sole and absolute discretion, issue a refund only in the following narrowly defined cases, and only when the request is submitted within 7 calendar days of the original transaction:

  • Duplicate Charge: You were charged more than once for the same order due to a technical error on our side, and the duplicate charge can be objectively verified in our transaction logs.
  • Unauthorized Transaction: The purchase was made without your authorization as a result of proven fraud or account compromise, and you have filed a corresponding report with us and your payment provider.
  • Non-Delivery: You were charged but the credits were never added to your account due to a verifiable technical failure on our side, and our support team is unable to manually deliver them.

Even in these cases, refunds are not automatic. Each request is evaluated individually, and approval is at our sole discretion. A refund in one case does not create an obligation to grant refunds in any other case.

3. Non-Refundable Scenarios (Non-Exhaustive List)

Refunds will never be issued in the following circumstances. This list is illustrative and not exhaustive:

  • Any Credits Consumed or Partially Consumed: Once any portion of a credit balance has been used to generate content, the entire purchase becomes fully non-refundable.
  • Unsatisfactory Output: AI-generated content is inherently probabilistic. Dissatisfaction with style, quality, likeness, composition, accuracy, or any subjective aspect of generated content does not qualify for a refund.
  • Change of Mind: Regret, no longer needing the Service, finding a competing product, or any other subjective reason.
  • Failure to Use: Forgetting to use purchased credits before expiration, not logging in, or not consuming the product.
  • Account Suspension or Termination: Accounts suspended or terminated for any violation of our Terms of Use, Acceptable Use Policy, or applicable law forfeit all remaining credits and paid access with no refund.
  • Expired Credits: Credits that have passed the expiration date stated at the time of purchase.
  • Free, Promotional, or Bonus Credits: Credits granted as sign-up bonuses, promotions, referrals, or any other non-purchased source.
  • Subscriptions (Partial Periods): Cancellation of a subscription takes effect at the end of the current billing cycle; no partial refunds are issued for the unused portion of the current period.
  • Third-Party Costs: Payment processing fees, currency conversion fees, or any charges imposed by third-party payment providers (including but not limited to Creem) are never refundable, even when an underlying refund is approved.
  • Price Changes or Promotions: If the price of a product is later reduced or a promotion is offered, you are not entitled to a refund of the difference.
  • Service Changes: We may modify, add, remove, or discontinue features at any time. Such changes do not entitle you to a refund.

4. How to Request a Refund

If you believe your situation falls within one of the narrow exceptions in Section 2, you must submit a written request to [email protected] within 7 calendar days of the original transaction. Requests received after this period will be rejected without further review.

Your request must include all of the following:

  • The email address registered on your Kinovi account.
  • The order ID or transaction reference.
  • The exact date and amount of the transaction.
  • A detailed description of the reason, referencing which specific exception in Section 2 you believe applies.
  • Any supporting documentation (screenshots, bank statements, fraud reports, etc.).

Incomplete requests, or requests that do not clearly map to an exception in Section 2, will be rejected.

5. Review Process

We will acknowledge valid refund requests within 5 business days and will provide a final decision within 14 business days of receiving all required information. Our decision is final and not subject to appeal, except as required by applicable mandatory law.

6. Refund Processing (When Approved)

If a refund is approved at our sole discretion:

  • The refund will be issued only to the original payment method used for the transaction. We do not issue refunds in cash, bank transfers, store credit, cryptocurrency, or to alternative accounts.
  • Depending on your payment provider and bank, the refund may take between 5 and 30 business days to appear in your account. We have no control over the processing time of third-party financial institutions.
  • All credits associated with the refunded purchase will be immediately deducted from your account. If your balance is insufficient, any deficit will remain as a negative balance on your account, and further use of the Service may be suspended until the deficit is resolved.
  • Any commissions, referral bonuses, or benefits triggered by the refunded purchase will also be reversed.

7. Chargebacks and Payment Disputes

We strongly encourage you to contact us at [email protected] before initiating a chargeback, dispute, or reversal with your bank, card issuer, or payment provider.

Filing a chargeback on a legitimate purchase — particularly where credits have been consumed — constitutes a breach of this Policy and our Terms of Use. In such cases, we reserve the right to, at our sole discretion:

  • Immediately and permanently suspend or terminate your account.
  • Forfeit all remaining credits and paid access on the account.
  • Report the chargeback as fraudulent to the payment network.
  • Pursue recovery of the disputed amount, plus any fees and costs incurred, through applicable legal channels, including collection agencies and litigation.
  • Ban you from creating future accounts or purchasing any of our products.

8. Enterprise and Custom Agreements

Enterprise credit packages, custom-invoiced orders, bulk purchases, and any transactions governed by a separate signed agreement between you and Vixion Technology Limited are subject to the refund terms of that specific agreement. In the absence of a separate written agreement, this Refund Policy applies in full.

9. Consumer Rights

Nothing in this Policy is intended to exclude or limit any rights you may have as a consumer under mandatory applicable law that cannot be lawfully waived. Where such mandatory rights apply, this Policy applies only to the fullest extent permitted by that law. Any refund granted under mandatory consumer rights is limited to what is strictly required by that law, and does not set a precedent for other transactions.

Residents of jurisdictions that provide a statutory right of withdrawal for digital content (such as the European Union and United Kingdom): by purchasing and immediately receiving delivery of credits or digital access on our Service, you expressly consent to the immediate commencement of performance and acknowledge that you lose your right of withdrawal once delivery has begun, in accordance with applicable law (e.g. Article 16(m) of the EU Consumer Rights Directive 2011/83/EU).

10. Governing Law and Dispute Resolution

This Refund Policy is governed by the laws of the Hong Kong Special Administrative Region, without regard to its conflict-of-law principles. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Hong Kong SAR, except where mandatory consumer law requires otherwise.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time, without prior notice. Any changes will be posted on this page with an updated revision date. Your continued use of the Service after any such change constitutes your acceptance of the revised Policy. It is your responsibility to review this Policy periodically.

12. Contact

For all refund-related inquiries:

  • Email: [email protected]
  • Company: Vixion Technology Limited
  • Registered office: Hong Kong Special Administrative Region

By making a purchase on Kinovi, you confirm that you have read, understood, and agree to be bound by this Refund Policy in its entirety.