This is a friendly summary, not legal advice. The Terms of Service and the Refund and Cancellation Policy are the full rules, and they win if anything here differs.
The short version
| What you bought | Refund? |
|---|---|
| Credit pack | No. Packs are not refundable once purchased. |
| Monthly plan | No. Cancelling stops the next charge and you keep access to the end of the paid month. |
| Yearly plan | In part. We refund the months that have not yet started, not the month already started. You ask for it. |
You see the rule for what you are buying, and tick to confirm it, before you pay.
Credit packs
Packs are available only while your paid plan is active and set to renew. Otherwise the page tells you to renew first. If a pack is paid for just as your plan ends, it is refunded automatically. If a generation fails because of a fault on our side, the credits come back.
When a plan ends without renewal
Unused credits, including pack credits, are frozen. If you renew within 30 days, credits from packs are restored. Your plan's credits restart at the new period's amount. After 30 days frozen credits expire.
Yearly plan refunds
- Cancel the plan in Billing, then Manage billing.
- Write to support@kivooapply.com from the email address on your account. Say you want the refund for your yearly plan.
- We refund the full months that have not started, to your original payment method, and email you the amount.
If you are in the EU, the EEA or the UK
Consumers there have a 14 day right to withdraw from a digital service. Ticking the box at checkout asks us to start at once, and you acknowledge that you lose that right once the service is fully performed or your credits are used. If you have not used what you bought, you can withdraw within 14 days of buying. Write to support@kivooapply.com and say clearly that you are withdrawing. Where the law requires it, we refund.
Other local consumer laws may also give you rights that these rules do not take away.
How refunds are paid
To the card or method you paid with, in the same currency. We aim to issue an approved refund within 10 business days. Your bank then usually takes 5 to 10 business days to show it.
Charged by mistake?
Contact us first at support@kivooapply.com. It is usually faster than a dispute with your bank.
Related: Cancel your plan, Billing problems