Refund & Credits Policy
Version 2026-10-27-draft3 (DRAFT) · Operator: Kitepond Studio · Contact: kitepondstudio@proton.me
DRAFT — not yet reviewed by a licensed Vietnamese lawyer. This policy is part of the Terms of Service.
1. Summary
| Situation | What happens |
|---|---|
| A job fails, times out or is refused by the provider's safety system | The credits are returned automatically as credits. No request needed. |
| Your prompt is blocked by our own checks | Not charged. |
| A job completes and you don't like the result | Not a failure, no refund. Contact us if you think there is a technical defect. |
| You bought a pack and haven't used it | No cash refund, except where Vietnamese law requires one (section 3). |
| Credits are 12 months old | Purchased credits expire (section 4). |
| Free signup credits | Expire 30 days after they are granted; no cash refund or payout, ever (section 5). |
| You delete your account | Unused credits are forfeited unless the law entitles you to a refund (section 6). |
| We stop the Service or end your account without your fault | Unused paid credits are refunded (section 6). |
2. Failed jobs
When you submit a job we reserve its credit cost. If it ends without delivering a video (provider error, timeout after 15 minutes, invalid result, our fault, or a provider safety rejection), the same number of credits is returned as a new credit lot that expires 12 months after the refund. You can see it in your credit history. If a job succeeded but the file is corrupt or empty, email kitepondstudio@proton.me with the job ID within 30 days and we will check it and, if confirmed, re-credit it. We may decline refunds for jobs flagged for deliberate abuse under section 8 of the Terms.
3. No cash refunds, except as the law requires
Credits are a prepaid right to use the Service. We do not give cash refunds for unused or expired credits or for dissatisfaction with an AI output, except where mandatory law applies. Nothing here limits your rights under the Law on Protection of Consumer Rights No. 19/2023/QH15, for example where we cannot supply what you paid for or supply something materially different from what we advertised, where we unlawfully end your account or the Service, where we charge you an incorrect amount or twice, or where another right of return or refund cannot lawfully be excluded.
4. Expiry
Purchased credits expire 12 months after purchase. The expiry date of each lot is in your credit history, and the lot expiring first is used first. Expired credits cannot be restored or refunded unless the law requires or we failed to provide the Service during that time.
5. Free signup credits
Free credits (if offered) are granted once per person after email verification, expire 30 days after being granted, and have no cash value. They can only be used for videos; they are never refunded, paid out or transferred, and we may withdraw credits obtained by abuse. If a job paid with them fails, the credits are returned to your balance as credits like any other failed job.
6. Closing your account or ending the Service
- You delete your account: unused credits are forfeited. If you think a statutory refund right applies, email kitepondstudio@proton.me before deleting; we need your payment records to process it.
- We stop the Service or end your account without your fault: we refund unused paid credits by bank transfer, less payment charges we cannot recover. Money refunds are made manually; the Service has no automatic cash-refund function.
- We end your account for your breach: unused credits may be forfeited, except where the law requires a refund.
7. How to ask for a refund
Email kitepondstudio@proton.me from your registered address with your account email, the payment reference or job ID, and what happened. We aim to reply within 2 working days and decide within 15 days. Approved refunds are paid by bank transfer, to the account you paid from where possible, within 15 working days of approval. If we refuse, we give our reasons, and you keep your right to complain to the consumer-protection authority or go to court. Please contact us before asking your bank to reverse a payment; unjustified reversals may lead to suspension and recovery of credits already used.
8. Invoices
Amounts are in VND as shown at checkout. We do not issue invoices automatically and we do not promise that the payment provider sends you a receipt or invoice; your bank's transfer confirmation is your proof of payment. To get an invoice or receipt, email kitepondstudio@proton.me with your order code and the details to put on it (name, address, and tax code for a business). We will issue it as the law requires for our situation. Refunds follow the same tax treatment as the original sale.