KINO

Refund Policy

Last updated: December 14, 2025

At KINO, we want you to be satisfied with our Service. This Refund Policy outlines when and how refunds may be issued for purchases made on our platform.

1. Credit-Based System

KINO uses a credit-based system for video generation. Credits are consumed when you submit a video generation job. Understanding how credits work is important for understanding our refund policy.

2. Automatic Credit Refunds

Credits are automatically refunded to your account when:

  • Generation Failure: If a video fails to generate due to a technical error on our end, the credit is automatically returned to your account.
  • Timeout: If a video generation job times out without producing a result, the credit is automatically refunded.
  • Content Policy Rejection: If content is rejected by our safety systems before generation completes, the credit is refunded.

These automatic refunds typically appear in your account within minutes of the failure.

3. Subscription Refunds

Pro Monthly Subscription

  • You may cancel your subscription at any time through your account settings.
  • Cancellation takes effect at the end of your current billing period.
  • We do not provide partial refunds for unused days in a billing period.
  • If you cancel within the first 7 days of your initial subscription, you may request a full refund by contacting support.

Pro Annual Subscription

  • Annual subscriptions may be refunded within 14 days of purchase if you haven't used more than 10 credits.
  • After 14 days, annual subscriptions are non-refundable but may be cancelled to prevent renewal.

4. Credit Pack Purchases

Credit pack purchases are generally non-refundable once credits have been added to your account. However, we may consider refund requests on a case-by-case basis if:

  • The purchase was made in error (e.g., duplicate purchase)
  • Credits have not been used
  • The request is made within 48 hours of purchase

5. Lifetime Deal (LTD) Purchases

Lifetime Deal purchases may be refunded within 60 days of purchase if:

  • You have not used more than 20% of the included credits
  • You provide a reason for the refund request

After 60 days, LTD purchases are non-refundable.

6. What We Don't Refund

We cannot provide refunds for:

  • Credits used for successful video generations, even if you're not satisfied with the result
  • Accounts terminated for violation of our Terms of Service
  • Purchases made more than 60 days ago (unless required by law)
  • Free credits or promotional credits

7. Quality Concerns

AI-generated video quality can vary based on prompts, input images, and other factors. While we cannot guarantee specific results, if you consistently experience quality issues:

  • Contact our support team for guidance on improving results
  • Check our documentation for prompt writing tips
  • We may provide courtesy credits for documented technical issues

8. How to Request a Refund

To request a refund:

  1. Email us at support@kinolabs.ai
  2. Include your account email and order/transaction ID
  3. Describe the reason for your refund request
  4. We will respond within 2-3 business days

9. Refund Processing

Approved refunds are processed to the original payment method within 5-10 business days. The exact timing depends on your bank or payment provider.

10. Chargebacks

If you initiate a chargeback without first contacting us for a refund, we may suspend your account pending resolution. We encourage you to contact our support team first, as we can often resolve issues faster than the chargeback process.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Significant changes will be communicated via email.

12. Contact Us

Questions about refunds? Contact our support team:

Email: support@kinolabs.ai
Response Time: 1-2 business days