Refund Policy

1. Per-generation refunds (automatic)

If a generation fails on our side or the provider's — safety block, timeout, provider error — we refund the credits used. No support ticket required; the refund appears in your ledger within minutes and you receive a confirmation email.

Refunds also apply when a model returns no usable output (zero candidates) or returns content that fails our integrity checks. They do not apply to outputs you simply don't like — generation variance is part of the medium.

2. Subscription refunds (14-day EU)

Under EU consumer law (Directive 2011/83/EU), if you signed up as a consumer (not a business) you may withdraw from a subscription within 14 days of purchase. Email hello@koliva.ai before the 14-day window closes; we refund the subscription fee in full minus the pro-rata value of credits already consumed at the published per-credit rate.

After the 14-day window, subscription fees are non-refundable. You can cancel at any time and retain access through the end of the current billing period.

3. Top-up credits

Top-up credits are non-refundable once delivered to your account. They never expire and can be used at any time on any tier. If a top-up payment fails to deliver credits within 1 business day, contact us for a manual reconciliation.

4. Disputed charges

Before opening a chargeback, please email us — we can usually resolve issues within one business day. Chargebacks raised without first contacting us may result in account suspension for fraud review.

5. Contact

Billing issues: hello@koliva.ai. We aim to respond within one business day.