Refunds and Cancellation Policy

1. What you are buying

1.1 Kyrune sells credits. Credits are the unit we meter AI work in: generating an image, running a K Agent turn, calling a text model through the API. Different work costs different numbers of credits, and the cost is shown before you commit to it.

1.2 There are two ways to buy them.

• A credit pack. A one-off purchase. The credits land in your account and stay there.
• A monthly plan. A recurring purchase that grants the same number of credits every cycle.

1.3 The packs and plans currently offered, and their prices, are on the pricing page and at checkout. As at the date of this policy the ladder is 500, 1,500, 3,000 and 10,000 credits, priced in [[CURRENCY]], available either as a one-off pack or as a monthly plan granting that many credits each cycle.

1.4 Prices at checkout are shown in the currency named there. [[TAX_AT_CHECKOUT]]

1.5 Kyrune is a digital service. Nothing is shipped, so there is no shipping policy and no returns process for goods.

2. What credits are, and are not

2.1 Credits do not expire. A credit you bought is still there next year.

2.2 Credits have no cash value. They cannot be redeemed for cash, converted back to money, or exchanged for anything other than work on Kyrune.

2.3 Credits are not transferable. You cannot give them, sell them or move them to another account.

2.4 Credits are a licence to use the service, not property, not a deposit, not a stored-value instrument and not a financial product of any kind.

2.5 A plan level and a credit balance are different things. Buying credits does not raise your plan level. Some plan levels are granted by a linked supporter role rather than bought here, and those do not put credits in your balance.

2.6 Credits granted as a promotion, a goodwill gesture or compensation are not a purchase. They are not refundable in money, and we may withdraw them if they were granted in error or obtained by abuse.

3. Delivery

3.1 Card payment. Credits are added as soon as the payment is confirmed, normally within seconds. A monthly plan grants that cycle's credits when each payment succeeds.

3.2 Cryptocurrency payment. An invoice is created and held open for a limited window, currently 30 minutes. Credits are added once the network confirms settlement. That can take from a minute to much longer depending on the coin and the network, and it is outside our control.

3.3 If a payment succeeds and credits do not appear, tell us. Write to [[SUPPORT_EMAIL]] with the payment reference and we will find it and fix it. A payment is only ever granted once, no matter how many times the processor tells us about it, so there is no risk in asking.

3.4 We do not charge a fee on top of the price shown. Your own bank, card issuer or network may charge you something, including a currency conversion fee or a blockchain network fee. That is between you and them.

4. Failed generations

4.1 If a generation fails because something on our side broke, the credits it consumed are returned automatically. You do not have to ask. The return appears in your credit history.

4.2 A job you cancelled yourself is not a failure and its credits are not returned, because the work was already being done.

4.3 An output you did not like is not a failure. Model output is unpredictable, and credits pay for the attempt, not the result. This is the single most important thing to understand before buying credits.

4.4 A job refused before it started, for example by a prompt check under the Content Policy, does not consume credits at all.

4.5 During a wider incident, we fix the incident first and return the credits afterwards, sometimes in a batch. We will say so publicly when that happens.

4.6 If you believe a failed job's credits were not returned, write to [[SUPPORT_EMAIL]] with the job identifier and the time.

5. Refunds of money

5.1 The starting position is that a credit purchase is final. The credits are delivered immediately and they do not expire, so there is nothing to return.

5.2 We will refund you in these cases:

• (a) You were charged twice for the same purchase.
• (b) You were charged and no credits were delivered, and we cannot deliver them.
• (c) You were charged after cancelling a plan, for a cycle that began after the cancellation.
• (d) A fault on our side made the service unusable for a sustained period during a plan cycle you had paid for, and we could not put it right.
• (e) Someone used your payment method without your permission, once that is established.
• (f) The law where you live gives you a right to a refund. See clause 6.

5.3 We will not refund you in these cases:

• (a) You changed your mind after the credits were delivered.
• (b) You did not like the images, the text or the agent's work.
• (c) You spent the credits and then wanted the money instead.
• (d) You forgot a plan was renewing. Cancel it and the next cycle will not be charged; the cycle already paid for runs to its end.
• (e) Your account was closed or restricted for breaking the Terms or the Content Policy.
• (f) You bought the wrong pack size. We will help you spend it; we will not unwind it.

5.4 How much comes back. Where a refund is due on a purchase whose credits are still in your account, we take back the unspent credits and refund the money for them. Where some credits have already been spent, we take back only what is unspent and never drive a balance below zero. The spent credits bought work that was actually done, and that work is not clawed back from you. If a refund is larger than the unspent balance, the shortfall is recorded and absorbed by us, not charged to you.

5.5 How to ask. Write to [[SUPPORT_EMAIL]] from the address on the account, within [[REFUND_REQUEST_WINDOW]] of the charge, with the payment reference and what went wrong. We aim to answer within [[REFUND_RESPONSE_TARGET]].

5.6 How it comes back. A refund goes to the payment method you used. Card refunds usually appear within five to ten business days once we issue them, depending on your bank.

5.7 Cryptocurrency payments cannot be reversed. A crypto payment is final on the network and we cannot undo it. Where a refund is genuinely due on a crypto purchase and the credits are unspent, we will offer to restore the credits, or to send an equivalent value to an address you give us, at our discretion. We do not guarantee the exchange rate at which that is calculated, and we will tell you the rate we used.

5.8 Repeatedly asking for refunds without a reason from clause 5.2, or using the refund process as a way to get free work, may lead to your account being restricted.

6. Your statutory rights

6.1 Nothing in this policy takes away a right the law gives you.

6.2 If you are a consumer in the EU or the UK, you normally have 14 days to cancel a distance contract for a digital service. That right is lost once the service has been fully performed with your agreement. Credits are delivered immediately, so by completing a credit purchase you ask us to begin supplying at once and you acknowledge that you lose the 14-day right of withdrawal for the credits delivered. You are told this at checkout before you pay. Credits you bought and have not spent are a different matter: within the 14-day window we will refund unspent credits on request.

6.3 [[OTHER_CONSUMER_REGIMES]]

7. Cancelling a monthly plan

7.1 You can cancel at any time, from your account page or by writing to [[SUPPORT_EMAIL]]. There is no cancellation fee and no minimum term.

7.2 Cancelling stops the next renewal. It does not end the cycle you have already paid for, and it does not remove credits already granted. Those stay in your balance and, as clause 2.1 says, they do not expire.

7.3 A plan renews automatically until you cancel it. We will tell you the renewal date at checkout and it is shown in your account.

7.4 If a renewal payment fails, we may pause the paid parts of your account. We will tell you, and you can update the payment method or cancel.

7.5 If you believe a cancellation did not take effect and you were charged anyway, write to [[SUPPORT_EMAIL]]. Clause 5.2(c) covers it.

8. If we change the price

8.1 A price change never applies to a payment already taken.

8.2 For a monthly plan, we will tell you before a changed price applies to a renewal, far enough ahead for you to cancel. If you do not cancel, the new price applies from that renewal.

8.3 We may change what a given piece of work costs in credits. Credits you already hold are not devalued retroactively, but the cost of a future job may differ from the cost of the same job last month, for example because a model changed.

9. Promotions

9.1 The conditions of a promotion are shown with the promotion, and they are part of it. A promotional price applies only to the purchase it is offered on.

9.2 Promotional credits are subject to clause 2.6.

9.3 A promotion is not automatically extended to everyone, and offering one does not oblige us to offer another.

10. Chargebacks and disputes

10.1 If something is wrong with a charge, please write to us first. Almost everything is faster to fix directly than through your bank, and we would rather fix it than argue about it.

10.2 If you do raise a chargeback, our processor notifies us and we will respond with the record of the purchase: what was bought, when the credits were delivered, and what has been spent since.

10.3 While a chargeback is open we may suspend the paid parts of the account it concerns, and we will remove credits granted by the disputed payment to the extent they are unspent, under the same never-negative rule in clause 5.4.

10.4 A chargeback raised on a purchase whose credits have been spent, where none of clause 5.2 applies, is a chargeback we will contest.

10.5 An account with a chargeback that is decided against the holder may be closed, and we may decline to sell to that account again.

11. Account closure and your credits

11.1 If you close your account, unspent credits are lost. If you have a paid balance you want back, ask under clause 5 before you close it.

11.2 If we close your account for a breach of the Terms or the Content Policy, unspent credits are forfeited and are not refunded.

11.3 If we discontinue Kyrune, or discontinue a part of it you had paid for, we will give notice and refund the unspent portion of what you paid, calculated at the price you paid.

11.4 An account that is never signed into again still holds its credits. We do not delete a credit balance for inactivity. [[DORMANCY_RULE]]

12. How to reach us about money

Billing and refunds: [[SUPPORT_EMAIL]] Post: [[LEGAL_ENTITY_NAME]], [[REGISTERED_ADDRESS]] Please include the payment reference. It is the fastest way to find the charge.