Refund & Re-render Policy
At Kinogaze, we provide high-throughput AI-powered video rendering, synthesizing multi-scene explainer videos with speech narration, animated graphics, and captioning. Because each film generation consumes substantial, irreversible computational resources (cloud GPU/CPU compute, LLM tokens, search queries, and voice synthesis), our billing and refund policies are structured as follows.
1. General Refund Policy: Delivered Films
No refunds are provided once a film has been delivered. All purchases of subscriptions, top-up packs, and single projects are final once the rendering process has completed and the video file is delivered to your account.
2. Single Project Trial ($5)
The one-time $5 Single Project is strictly non-refundable upon purchase. If you decide to subscribe to a Creator, Pro, or Studio subscription within seven (7) calendar days of purchasing your trial, the entire $5 is credited toward your first month's payment. If a technical pipeline error occurs while rendering your Single Project, it will be automatically re-rendered at no additional charge as outlined in Section 3 below.
3. Free Re-renders for Pipeline Failures
If your video generation suffers from an objective technical defect caused by our pipeline or infrastructure, we will re-render your film completely free of charge, without deducting any minutes from your balance.
Qualifying pipeline failures include:
- Crash or Pipeline Halt: An unexpected server error, worker timeout, crash, or pipeline abortion before delivery.
- Missing Scene: A planned scene omitted from the assembled video.
- Broken Audio: Distorted, silent, broken audio narration, or severely clipped speech.
- Wrong Length: Output film wrong length deviating outside requested target bounds.
- Text Cut Off: Text cut off or visual overlap that automated QA checks should catch.
To request a manual review for a qualifying defect, contact us at https://x.com/leontang___ within seven (7) days of delivery.
4. User-Changed-Mind Re-renders
If a delivered film meets technical quality standards, but you wish to change your topic, adjust your script, switch styles, select a different voice, or alter generation parameters, this constitutes a new generation and consumes minutes from your plan.
This practice is standard across generative AI video platforms (including Veo, Kling, and Runway) because re-generating a film from scratch requires repeating the entire pipeline: AI research, script writing, speech synthesis, layout capture, frame rendering, and encoding.
5. Minute Metering, Automatic Retries & Minute Protection
We protect your minutes with an automated safety mechanism:
- Reservation at Start: When you initiate a render job, the estimated video minutes are reserved from your account balance.
- Charged Only on Verified Delivery: Minutes are permanently charged only when the film has finished rendering and successfully passed our automated quality checks (verifying correct duration, intact audio track, and all scenes present).
- One Automatic Retry: If a job experiences an unexpected failure or crash during execution, our queue manager automatically retries the job once.
- Automatic Return & Apology Notification: If the automatic retry also fails, the reserved minutes are immediately and automatically credited back to your balance. An automated notification email (powered by Resend) is sent to you explaining what happened. You never have to submit a support ticket to get your minutes back.
6. Subscription Cancellation & Billing Cycles
- Cancel Any Time: You may cancel your subscription at any time via your account billing settings.
- Access Until Period End: Upon cancellation, recurring billing is halted immediately. You retain full access to your plan features, remaining minute balance, and stored videos until the final day of your current paid billing period.
- No Prorated Cash Refunds: We do not offer prorated cash refunds for unused days or unused minutes remaining when a subscription is cancelled mid-cycle.
7. Payment Disputes & Chargebacks
We are committed to fair resolution of any billing or rendering concerns. If you experience an issue with billing, an unexpected charge, or a failed render, please contact us directly first at https://x.com/leontang___ before initiating a chargeback or payment dispute with your bank or credit card company.
Filing an unjustified chargeback without contacting support is a violation of our Terms of Service and will result in immediate suspension or permanent termination of your Kinogaze account and forfeiture of any remaining minute balance.
8. Contact Information
For questions or requests regarding billing, re-renders, or refunds, please contact:
Company: Kinogaze
Support & Inquiries: https://x.com/leontang___