Refund & Cancellation Policy

1. Scope and Purpose

This Refund and Cancellation Policy ("Policy") governs the conditions under which Users may request refunds or cancellations in relation to purchases of AI Services made through the Platform at https://kozoon.com. This Policy forms part of the Terms of Use and must be read in conjunction with them.

2. General Rule - No Refund After Use

The AI Services are provided on a prepaid basis (including via Tokens or similar usage units).

Once AI Services have been accessed or used, all purchases are final and non-refundable, except as expressly stated in this Policy or required by law.

3. Right to Cancel (UK Consumers)

Where required by applicable law, Users may have a right to cancel their purchase within fourteen (14) days of purchase.

However, this right does not apply where:

the User has requested immediate access to the AI Services; and

the User has acknowledged at checkout that the right to cancel will be lost once performance of the services begins.

Where no such waiver has been provided, Users may request a refund within the 14-day period, provided the AI Services have not been used.

4. AI Service Tokens - Refund Policy

4.1. Pre-Use Cancellation

Where a User has purchased a Token allocation and has expressly not waived the 14-day right to cancel at the point of checkout, the User may request a full refund within fourteen (14) days of purchase, provided no Tokens from that allocation have been consumed. Where the User acknowledged at checkout that AI Services access commences immediately upon purchase, the statutory 14-day right of cancellation does not apply.

4.2. Partial Consumption

Where Tokens from a purchased allocation have been partially consumed, the User is not entitled to a refund in respect of consumed Tokens. The Company may, at its sole discretion, issue a pro-rata refund for unconsumed Tokens only in cases of verified technical failure of the AI Services that rendered the Services materially inaccessible for a continuous period exceeding 48 hours.

4.3. Token Expiry

Tokens expire as notified at the time of purchase. Expired Tokens are not eligible for refund or extension. The Company will not refund Tokens that have expired due to the User's failure to utilise them within the applicable validity period.

4.4. Service Discontinuation

In the event the Company permanently discontinues the AI Services during a User's active Token validity period, the Company will provide reasonable advance notice and will offer a pro-rata refund of unexpired Token value or equivalent credit, at the Company's election.

5. Service Availability and Technical Issues

If the AI Services are materially unavailable or fail to operate as intended due to a fault attributable to the Company, Users may be eligible for a refund, credit, or other remedy.

Eligibility will be assessed on a case-by-case basis, taking into account:

• the severity and duration of the issue;
• the impact on the User’s ability to use the Services;
• whether the issue was within the Company’s control.

6. No Refund Scenarios

Refunds will not be provided in the following circumstances:

• dissatisfaction with Output generated by the AI Services, including subjective expectations as to quality, style, or accuracy;
• failure to use purchased Tokens within their validity period;
• incompatibility with third-party tools or environments not controlled by the Company;
• User error, misuse of the Platform, or failure to follow instructions;
• suspension or restriction of access due to breach of the Terms;
• circumstances outside the Company’s reasonable control.

7. Refund Process and Timelines

To request a refund, Users must contact [email protected] and provide:

• the account email;
• transaction details;
• a description of the issue.

The Company may request additional information to verify the request. Requests will be reviewed within a reasonable timeframe.

Approved refunds will be processed to the original payment method used for the transaction. The Company does not issue refunds in alternative currencies or by alternative payment methods not used for the original transaction.

Refund processing timelines depend on the payment method:

• Credit/debit card refunds: typically 10 to 20 business days from approval, subject to the User's issuing bank processing times.
• Alternative payment methods: timelines vary by provider and will be communicated at the time of refund approval.

Refunds are initiated by the Company within three (3) business days of a refund decision. The Company is not responsible for delays caused by banking institutions or payment processors.

8. Chargebacks and Disputes

The Company recommends Users to contact us directly at [email protected] to resolve payment-related issues before raising a dispute with their payment provider. Addressing concerns with us first is typically more efficient and helps avoid unnecessary restrictions on the User’s account.

If a chargeback is initiated without prior contact, the Company may temporarily restrict or suspend access to the Platform while the matter is reviewed. The Company also reserves the right to submit relevant transaction records and supporting evidence to the payment provider in order to dispute the claim.

Where a chargeback is determined to be unfounded or abusive, the Company may take further action, including reporting the matter to the appropriate authorities where required.

9. Consumer Statutory Rights

Nothing in this Policy is intended to limit, exclude, or modify any statutory right that cannot lawfully be excluded under applicable UK law, including, without limitation, rights under the Consumer Rights Act 2015 in respect of services that are not performed with reasonable care and skill. Consumers with concerns about their statutory rights may contact Citizens Advice at www.citizensadvice.org.uk.

10. Amendments

This Policy may be updated from time to time. Material changes will be communicated to you via the Platform or by email. The version in force at the time of the User's purchase governs that transaction.

11. Contact Details

If you have any questions about this Policy, you can contact us using the details below: