Refund policy

1. What this policy covers

This policy explains when Cine Credits are returned to your balance, and when money is refunded to your payment method. It forms part of our terms of service and applies to every purchase made through Cine Booth AI, operated by KUJI DIGITAL LTD.

Two different things can happen, and it matters which one you are asking for. A credit return puts credits back in your account so you can use them again. A money refund returns funds to the card or account you paid from.

2. Failed generations are always free

If a movie or cover fails for a platform or provider reason, you are not charged. The credits are released back to your balance automatically, usually within a few minutes, without you having to ask.

This applies whether the failure happened during processing, during delivery, or because the experience timed out.

3. Credits are prepaid and non-refundable once used

Cine Credits are a prepaid digital entitlement. Once a generation has been produced and delivered, the credits for it have been used and are not refundable.

We do not refund credits because a guest or client did not like the creative result. AI output is stylised and interpretive by design, and this is explained before purchase and in our terms. Where output is unusable because of a genuine platform fault, the fault route below applies instead.

Credits have no cash value, cannot be exchanged for money except as set out here or as the law requires, and cannot be transferred to another account.

4. When we refund money

We will refund money to your payment method in these situations:

• a duplicate or clearly accidental charge for the same purchase
• a charge taken in error, in the wrong amount, or after you closed your account
• credits you bought that we then made unusable through a change we made, and that you could not reasonably use
• a purchase you are entitled to cancel under the cancellation section below
• any case where consumer or contract law entitles you to a refund

5. Platform faults during a live event

If a fault on our side stopped an event from running, or delivered unusable results at scale, contact us with the event name and date. We will investigate the technical record for that event.

Where the fault is ours, our normal remedy is to return the affected credits to your balance so you can re-run the work. Where you can show the credits are of no further use to you — for example a one-off event that cannot be repeated — we will consider a money refund for the affected value.

We are not responsible for faults outside our control, including venue power or internet, your own hardware, guest behaviour, or a third-party outage. Our overall liability for any event is limited as set out in our terms of service.

6. Cancellation rights

Most of our customers buy as a business, and statutory consumer cancellation rights do not apply to business purchases.

If you bought as a consumer, you normally have 14 days to cancel a purchase of digital content. Because credits are usable immediately, you are asked to agree at checkout that supply begins straight away, which means the 14-day right is lost once you start using the credits. Credits you have not used within that period can still be cancelled and refunded in full.

Nothing in this policy removes your legal rights, including under the Consumer Rights Act 2015 where it applies to you.

7. Unused credits and closing your account

Unused paid credits stay valid for 24 months from purchase unless we say otherwise at the time of sale. Promotional and complimentary credits are not refundable and expire on the date shown when they are granted.

If you close your account, unused paid credits bought within the previous 90 days may be refunded on request, less any amount already used. Older credits, and credits given as part of a promotion, discount or goodwill gesture, are not refunded.

If we close your account for a breach of our terms, unused credits are forfeited.

8. Bespoke scenes

Bespoke scene creation fees pay for design and production work made specifically for you. Once work has started, that fee is non-refundable, because the work cannot be resold.

If we cancel a commission before delivery, or fail to deliver the agreed scene, the fee is refunded in full.

9. How to make a claim

Email cineboothai@gmail.com with your account email, the date and amount of the purchase, the event name if relevant, and what went wrong.

Please raise claims within 30 days of the charge or the affected event, so the technical record is still available to us.

We will acknowledge within 2 working days and aim to decide within 10 working days. Approved money refunds are made to the original payment method and typically arrive within 5 to 10 working days depending on your bank.

10. Chargebacks

Please contact us before raising a chargeback with your bank. A chargeback raised without contacting us first can freeze the account while it is investigated, and we may deduct credits that were funded by the disputed payment.

Where a chargeback is decided against you, any related credits remain forfeited and the account balance must be settled before the account is reopened.

11. Changes and disputes

We may update this policy. The version in force at the time of your purchase is the one that applies to it.

This policy is governed by the laws of England and Wales. If we cannot resolve a complaint between us, the courts of England and Wales have exclusive jurisdiction.