Refund Policy

Summary

• Failed generations: the credits are returned to your balance automatically.
• One-time credit packs: full refund if you ask within 7 days of purchase and haven't used any of the credits.
• Subscriptions: cancel at any time and keep your plan until the end of the paid period. No refunds for partial periods, except where the law requires them.
• To ask for a refund: email support@kairo3d.com.

Failed generations

If a generation fails, times out or the engine returns no model, the credits charged for it go back to your balance automatically. You don't need to contact us. You can see the refund in your credit history.

If a generation finishes but the file is clearly broken (for example it is empty or won't open), email us with the details and we will look into it. We may return the credits for that generation.

We don't return credits for a generation that finished successfully just because the result isn't what you hoped for, because every generation has a real cost with the engine provider. The credit cost is shown before you generate, so you can try a faster, lower-cost engine first.

One-time credit packs

• You can get a full refund if you ask within 7 days of purchase and you haven't used any of the credits from that pack.
• Once you have used credits from the pack, or after 7 days, the purchase can't be refunded, except where the law requires it.

Subscriptions

• You can cancel at any time from your account's billing page or by emailing us. Cancelling stops future renewals.
• After you cancel, you keep your plan and its credits until the end of the period you have already paid for.
• We don't give refunds or partial refunds for the current period or for unused credits, except where the law requires it.
• If a renewal charged you by mistake (for example you meant to cancel) and you haven't used any credits since the renewal, email us within 7 days of the charge and we will review it.

Plans paid with Alipay or WeChat Pay cover a single period and don't renew automatically. They follow the same rule as credit packs: a full refund within 7 days of purchase if none of the credits have been used.

Free and promotional credits

Free credits to start, promotional credits and credits we add as a goodwill gesture have no cash value and can't be refunded.

What happens after a refund

When we refund a purchase, the credits it added are removed from your balance. If we refund a subscription, the plan ends.

How to ask for a refund

Email support@kairo3d.com from the email address on your Kairo3D account, and include:

• your order number, or the date and amount of the payment;
• the payment method you used (card, Alipay or WeChat Pay);
• a short reason for the request.

We aim to reply within 3 business days. Approved refunds go back to the original payment method. We can't refund to a different card or account.

How long a refund takes

Once we approve a refund, we send it through the payment processor you paid with. How quickly it reaches you depends on the processor and your bank:

• Card payments (Stripe or Creem): usually 5 to 10 business days to appear on your statement.
• Alipay and WeChat Pay: usually within a few business days, depending on where the money returns to (your balance or a linked bank card).

We can't speed up a processor or a bank. If you haven't received an approved refund after 10 business days, email us and we will check with the processor.

Chargebacks

Please contact us before opening a dispute or chargeback with your bank. We can usually resolve problems faster directly. While a chargeback is open, we may pause the account it relates to.

Your legal rights

Nothing in this policy limits the rights you have under the consumer law of the country where you live. If that law gives you more rights, for example a right to cancel within a set period, those rights apply.

Changes to this policy

We may update this policy. Changes don't apply to purchases made before the date at the top of this page.