Refund Policy

Last updated: May 28, 2026

This Refund Policy explains when Kwoat Technologies, LLC ("Kwoat") issues refunds for subscriptions, wallet top-ups, and feature charges. We want to be transparent about what is and isn't refundable so there are no surprises.

To request a refund, email us at support@kwoat.ai with your account email, the charge in question, and the reason for your request. We will respond within 3 business days.

1. Subscriptions (Pro and Pro Max)

1.1 General rule

Subscription payments are non-refundable. When you subscribe to Pro or Pro Max, you are charged for the full billing period (monthly or annual) in advance. If you cancel, your access continues until the end of the period you already paid for. We do not issue partial refunds for unused days or months.

1.2 Exceptions — when we will refund a subscription

We will issue a full refund for a subscription payment in the following cases:

• Duplicate charge: you were charged twice for the same billing period due to a technical error.
• Charge after cancellation: you were billed after a confirmed cancellation that should have taken effect.
• Service outage: Kwoat experienced a significant outage (more than 24 consecutive hours) during your billing period, at our discretion.
• Unauthorised charge: the subscription was activated without your authorisation and you notify us within 14 days of the charge.
• First-time subscribers: if you are a first-time Pro or Pro Max subscriber and are not satisfied with the service, contact us within 7 days of your first payment and we will consider a full refund at our discretion. This applies once per account.

1.3 Annual subscriptions

Annual plans are charged upfront for 12 months. The general no-refund rule applies. However, if you cancel an annual plan within 14 days of the initial purchase and have not used the service significantly, contact us and we will review your request.

1.4 Downgrade vs refund

If you upgrade from Pro to Pro Max mid-cycle and then downgrade back, no refund is issued for the Pro Max period. Your downgrade takes effect at the next billing cycle.

2. Wallet top-ups

2.1 General rule

Wallet top-ups are non-refundable. Your wallet balance never expires and carries over indefinitely, so there is no time pressure to use it. We encourage you to top up in smaller amounts if you are unsure how much you need.

2.2 Exceptions — when we will refund a top-up

• Duplicate charge: you were charged twice for the same top-up due to a technical error.
• Unauthorised charge: the top-up was made without your authorisation and you notify us within 14 days.
• Failed top-up: your payment was processed but the balance was never credited to your wallet.

3. Pay As You Go charges

Individual AI request charges deducted from your wallet are non-refundable. These are consumed in real time as requests are processed. If you believe a charge was applied in error (for example, a request that returned an error rather than a response), contact us at support@kwoat.ai with the date, time, and approximate amount and we will investigate.

4. Feature charges

4.1 Agent missions

The $2.50 overage charge for agent missions is automatically refunded if the mission fails to start due to a sandbox error on our side. If the mission starts but fails partway through due to a technical error, contact us and we will review your request.

4.2 Image generation

Image generation charges are non-refundable once the image has been generated and delivered, regardless of whether you are satisfied with the output. AI image generation is non-deterministic by nature.

4.3 Video generation

Video generation charges ($1.50 for 5s, $2.50 for 10s) are non-refundable once generation is complete and the video is delivered. If generation fails entirely (no video produced), the charge is automatically refunded to your wallet.

4.4 Document generation

Document download charges ($0.35 per download) are non-refundable once the file has been downloaded.

4.5 Voice

Voice session charges are non-refundable once the session has ended and minutes have been consumed.

5. Account termination

If we terminate your account for violating our Terms of Service, any remaining wallet balance and unused subscription time are forfeited and are not eligible for refund.

If you voluntarily close your account, unused wallet balance is non-refundable. We recommend spending your wallet balance before closing your account.

6. Your statutory rights

Nothing in this Refund Policy limits your statutory rights under applicable consumer protection law. Depending on your location, you may have additional rights:

• European Union / EEA: under EU consumer law, you may have a 14-day right of withdrawal from a distance contract. However, by using the Service immediately after purchase, you expressly consent to the immediate performance of the service and acknowledge that you lose your right of withdrawal once the service has been fully performed. Partially consumed subscriptions or wallet balances are not eligible for withdrawal-based refunds.
• United Kingdom: similar rights apply under the Consumer Contracts Regulations 2013.
• Australia: under the Australian Consumer Law, you may be entitled to a remedy if the service has a major failure. Contact us at support@kwoat.ai to raise a consumer law complaint.
• Canada: provincial consumer protection laws may give you additional rights. Contact us and we will work with you in good faith.

7. How refunds are processed

• Stripe (international): refunds are returned to the original payment method and typically appear within 5–10 business days depending on your bank.
• Flutterwave (Africa): refunds are processed manually and typically appear within 7–14 business days. In some cases we may issue the refund as wallet credit at your request.
• Wallet credit: for smaller amounts or where a payment refund is not practical, we may issue wallet credit instead of a payment refund. We will always confirm the method with you before processing.

8. How to request a refund

Email support@kwoat.ai with:

• Your account email address
• The charge amount and approximate date
• The reason for your refund request
• Your preferred refund method (original payment method or wallet credit)

We will respond within 3 business days and process approved refunds within 5 business days of approval.

9. Disputes and chargebacks

If you believe a charge is incorrect, please contact us at support@kwoat.ai before filing a chargeback with your bank or card provider. We can usually resolve disputes faster than the chargeback process and filing a chargeback without contacting us first may result in your account being suspended pending investigation.

10. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be communicated by email and in-app notification at least 14 days before they take effect.

11. Contact