Refund Policy

1. Subscription payments

If you had no meaningful usage in the billing period — no plan credits spent and no posts published — you can get a full refund of that period’s subscription payment by asking within 14 days of the charge. Credit-funded research, generation, rendering, enhancement, and publishing all count as usage.

If you did use the service in the period, we may still offer a pro-rated refund at Kolio’s discretion, based on how much of the period and the plan’s credits you used.

• Example: you subscribed on the 1st, spent no plan credits, published no post, and emailed us on the 10th — full refund.
• Example: you subscribed, rendered several videos in the first week, then changed your mind — we may refund part of the payment, at our discretion.

Annual plans

Annual plans grant the whole year’s credits up front. Within 14 days of the charge you can get a full refund only if no plan credits have been spent and no posts were published. If you have used the service, we may offer a pro-rated refund at Kolio’s discretion — the greater of the months elapsed at the monthly rate or the credits consumed at pack rates. After 14 days, cancellation runs to the end of the paid year and no partial refund is due.

Monthly-plan credits expire at the next monthly renewal. Annual-plan credits remain available through the paid annual term and expire when that subscription term ends. Purchased credit packs keep their individual 30-day expiry dates.

2. Credit top-up packs

Pay-as-you-go credit packs are refundable within 14 days of purchase if the pack is entirely unspent. Once any of the pack’s credits are spent, the pack is non-refundable. Any remaining credits expire 30 days after the original purchase.

• Example: you bought a 50-credit pack five days ago and have spent none of it — full refund.
• Example: you bought a pack and spent 4 credits on a render — the pack is non-refundable, and the remaining credits stay available until the pack’s 30-day expiry date.

3. Cancelling

You can cancel your subscription at any time via the billing portal. Cancellation takes effect at the end of the current billing period: you keep plan access and your remaining monthly credits until then, and you are not charged again. Cancelling does not by itself trigger a refund — refunds follow the rules above.

4. Creator campaign payments and disputes

Payments for an accepted creator campaign are separate from Kolio subscriptions and credit packs. The accepted offer is the direct working agreement between the business and the creator; Kolio records its status but is not an escrow service.

• A job dispute can place an eligible unreleased payment and creator payout on hold while the parties document a resolution.
• A Stripe refund, partial refund, chargeback, or provider dispute locks payout approval and ordinary job reopening until the provider reconciliation is complete. Kolio does not convert a refunded amount back into payable funds.
• Any full or partial refund is returned through the original payment provider and remains subject to that provider’s processing times, identity checks, and rules. The exact refunded amount is recorded separately from the remaining payment status.
• If funds have already been released by the payment provider, Kolio cannot promise recovery. The business and creator may need to resolve repayment directly or use rights available under applicable local law.

Contact [email protected] from the paying account and include the campaign job ID, disputed amount, and requested resolution. Do not retry payment or approve payout while the workspace shows a provider reconciliation warning.

5. How to request a refund

Email [email protected] from your account email with the date of the charge. Kolio is run by an independent developer, so requests are handled personally and best-effort — usually within a few business days. Approved refunds are issued through Stripe to your original payment method; banks typically post them within 5–10 business days.

6. Your statutory rights

This policy sits on top of, and never beneath, the law. If you use Kolio as a consumer, you retain any mandatory refund or cancellation rights under the laws of the country or region where you live that cannot be waived by contract, and those rights prevail over this policy where they are stronger. Governing law and the full consumer clause are in the Terms of Service.