Refund Policy

We only charge your credit balance for renders that finish successfully.

• A render that fails on our side charges nothing automatically. There's nothing to refund.
• A render you abort while it's running charges only for the portion of the run that had already executed at the moment you aborted it, capped at the original quoted price; the rest of the reserved amount is released back to your balance immediately. The abort screen shows you both numbers before you confirm.

If a render finished and charged you but the result is bad quality, wrong, or otherwise not what you expected, use “Report a problem” on that take, right in the product. Tell us what went wrong and, optionally, add a message. We review every report; approved reports are refunded as credit back to your balance.

Credit top-ups are one-time purchases made through Stripe.

• If you were charged in error or a payment double-processed, contact support@getkino.io and we'll fix it.
• Brazilian consumer right of withdrawal (CDC art. 49): if you're purchasing as a consumer in Brazil, you can withdraw from an online purchase within 7 days of buying it, no reason needed, and get a full refund. Plainly, here is how that applies to credits: any credits from that purchase that you have not yet spent on a render/export are refunded in full within the 7 days. Credits you have already spent on a render or export that completed successfully are not refundable under this right, because that portion of the service was already delivered to you, at your request, before you asked to withdraw. Contact support@getkino.io within the 7-day window to use this right.
• Outside of the above, purchased credits don't expire, so most “I don't want these anymore” situations don't need a refund at all. The balance just sits there until you use it.

If you'd like to close your account and get an unused credit balance refunded, email support@getkino.io. We handle these case by case and may need to deduct payment-processing fees already charged to us by Stripe on the original purchase.

• Report-based refunds (Section 2) are issued as credit back to your Kino balance.
• Purchase refunds (Sections 3 to 4) are issued back to your original Stripe payment method where possible.

Refund questions: support@getkino.io.