Refund & Re-render Policy

Effective Date: October 18, 2026 | Last updated: 2026-10-26

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 before delivery, we will re-render your film completely free of charge, without deducting any minutes from your balance.

Qualifying pipeline failures are limited to:

Crash or Pipeline Halt: An unexpected server error, worker timeout, crash, or pipeline abortion before delivery.

Generative AI video has inherent randomness and quality variance. The same topic can produce different scene choices, timing, narration delivery, and visual polish across runs. Outcomes such as uneven or missing scenes, imperfect or clipped audio, length drift within normal generative bounds, and text or layout quirks are iteration risks that remain with you — as with other AI video tools. Regenerating to improve quality or try a different creative result consumes minutes from your balance.

To request a manual review for a qualifying crash or pipeline halt, contact us at [email protected] 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

Automatic Protection: You are never charged for renders that our systems cannot deliver.

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 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.
Upgrades: Upgrading replaces your current plan with a new one at the full price of the new plan. The unused part of the replaced plan is not credited or refunded, and the plan minutes remaining at the time of the upgrade are added once to the new plan and expire at your first monthly reset. Downgrades are not offered during a billing period.

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 [email protected] 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: [email protected]