This Policy explains when you can cancel and when you can get a refund for purchases on Klipgen (https://klipgen.ai). Klipgen is an online service operated by a sole proprietor in Thailand. This Policy forms part of our Terms of Service. All charges are in Thai Baht (THB). Card, PromptPay QR and mobile-banking payments, when offered, are processed by Opn Payments (Omise); a PromptPay bank transfer goes to our bank account and its slip is checked with EasySlip.
1. Summary
| Purchase | Refund |
|---|---|
| Subscription, first payment | Full refund if you ask within 7 days of the first payment and none of that period's credits have been spent |
| Subscription, renewal payments | Not refundable, except a renewal charged after you cancelled (refunded automatically), or a charge made in error |
| Top-up credit pack | Full refund if you ask within 7 days of purchase and none of that pack's credits have been spent; otherwise not refundable |
| Signup bonus credits, expired credits, any free credits | Never refundable |
| Duplicate or erroneous charges | Always refunded in full |
| Service discontinued, or a paid feature materially reduced during a paid period | Proportional refund (Section 6.2) |
2. Cancelling a subscription
2.1 Cancel at any time. On the pricing page, while signed in, choose "Cancel subscription". You can also email support@klipgen.ai from your account email with the subject "Cancel subscription", and we will cancel it for you and confirm by email reply. If you can no longer write from your account email, say so and we will verify your identity another way.
2.2 No further charges. Cancelling stops the recurring billing immediately. A renewal charge that was already in progress when you cancelled is refunded in full automatically (Section 2.5).
2.3 Effective at the end of the paid period.
- Your cancellation takes effect at the end of the billing period you have already paid for.
- Until then, you keep your plan's benefits and that period's credits.
- Subscription credits expire at the end of their billing period plus one day.
- After the period ends, your account moves to the Free plan automatically.
- Until the period ends, you can resume your subscription from the pricing page; nothing is charged until the next renewal date, which stays the same.
2.4 No prorated refunds. We do not refund the unused part of a billing period, except as stated in Sections 3 and 6.
2.5 Late renewal charges. If Omise had already started a renewal charge when you cancelled, that charge is refunded in full automatically and no credits are granted for it.
2.6 Failed renewals. If a renewal payment fails, your account moves to the Free plan immediately. Omise retries the charge once a day, up to three times; if a retry succeeds, your plan is reactivated. If every retry fails, the recurring billing stops. To stop the retries, cancel as described in Section 2.1.
2.7 Saved card. After cancelling, you can ask us to remove your saved card from Omise. Deleting your account removes it automatically.
3. Subscription refunds
3.1 First payment. You can get a full refund of your first subscription payment if:
- (a) you ask within 7 days of that payment; and
- (b) none of the credits granted for that billing period have been spent.
3.2 What happens when we grant a first-payment refund.
- Your subscription is cancelled immediately and its recurring billing stops.
- That period's credits are removed.
- Your account moves to the Free plan.
3.3 Signup bonus credits do not count against this test. Your signup bonus credits are spent before subscription credits, so using them does not count as spending subscription credits.
3.4 Renewal payments are not refundable, except under Section 2.5 (charged after you cancelled) or Section 6 (erroneous charges and other refunds).
4. Top-up credit packs
4.1 You can get a full refund of a top-up pack if:
- (a) you ask within 7 days of the purchase; and
- (b) none of that pack's credits have been spent.
4.2 Top-up credits are spent after your bonus and subscription credits, so a pack often remains unspent while you still have other credits.
4.3 After 7 days, or once any of a pack's credits have been spent, the pack is not refundable, except under Section 6. We do not give partial refunds for partly used packs.
5. Credits that are never refundable
The following can never be refunded or exchanged for money:
- signup bonus credits and any other free or promotional credits;
- expired credits. Top-up credits expire 90 days after payment is confirmed. Subscription credits expire at the end of their billing period plus one day;
- credits on an account closed for a serious breach of our Terms, to the extent the law allows.
Credits have no cash value and cannot be transferred.
6. Erroneous charges and other refunds
6.1 Duplicate and erroneous charges. We refund in full any charge that:
- duplicates another charge;
- was made in an amount different from the price shown at checkout; or
- was made in error on our side.
6.2 Other refunds. We also refund:
- if we stop operating the Service entirely: the unexpired paid credits on your account, in proportion to the price you paid for them (Terms of Service, Section 20.3);
- if a change materially reduces a paid feature during a billing period you have already paid for, and you cancel because of it: the unused part of that period (Terms of Service, Section 24.3);
- a payment that completes after you deleted your account, such as a PromptPay QR code paid later: refunded in full automatically, with no credits granted for it (a payment Omise cannot refund is refunded under Section 9.3); and
- any other refund Thai law requires.
For the refunds in this Section, the 7-day and unspent-credit conditions do not apply.
7. When work fails, credits are returned
You do not need to ask for a refund when something fails, because credits are handled automatically:
- Export or upload analysis: if it fails, or the Service refuses it after credits were reserved, the reserved credits are returned in full.
- AI editor calls: a call that returns no answer is not charged. A call the AI provider has already processed and billed is charged, even if it later ends in an error.
- Previews are always free.
- Maximum charge: you are never charged more than the maximum reserved for an action, and an action that is not completed in time is released at no cost.
If you believe credits were taken wrongly, email us and we will investigate.
8. How to request a refund
8.1 Email support@klipgen.ai from your account email with the subject "Refund request". Include:
- the date and amount of the charge;
- the charge reference, if you have it (the receipt we email you after every payment shows it as the payment reference, and so does the in-app notification for a top-up);
- what you bought (plan or pack); and
- the reason for your request.
8.2 Receipts. A receipt is emailed automatically to your account email after every successful payment: each top-up, the first subscription payment and each renewal. If one did not arrive, check your spam folder, then email us from your account email and we will send it again.
9. Processing times
9.1 Decision. We will approve or decline your request within 7 days of receiving a complete request. If we decline, we will explain why.
9.2 Card payments. Approved refunds are made through Omise to the original card. The refund usually appears within 5 to 15 business days, depending on your bank.
9.3 Payments Omise cannot refund. A PromptPay bank transfer is not made through Omise and is always refunded by bank transfer. Some payments made through Omise cannot be refunded through it either: Thai mobile-banking payments are one example, and a PromptPay QR payment is another, when Omise cannot refund it. For all of these, we refund by bank transfer to an account in the payer's own name.
- We will ask you for the account details.
- We send the transfer within 7 business days of receiving them.
- We cannot pay refunds to third parties.
9.4 Currency. Refunds are made in THB for the amount we charged. Your bank's exchange-rate or fee differences are outside our control.
10. Effect of a refund on credits
10.1 When a purchase is refunded, the unspent credits it granted are removed from your account.
10.2 For a partial refund, we remove a proportional number of those credits, rounded up.
10.3 Credits from a refunded purchase that were already spent, or are held for an action in progress, are not taken back, and we do not charge you for them.
10.4 A full refund of the payment for your current subscription period, such as a first-payment refund under Section 3, also ends the subscription immediately (Section 3.2). A partial refund, or a refund of an earlier period's payment, removes only its share of credits.
11. Chargebacks and payment disputes
11.1 Please contact us first at support@klipgen.ai. Most problems can be solved faster by email than through your bank.
11.2 If you open a chargeback or payment dispute:
- we may suspend purchases and paid actions on your account while the dispute is open, but you can still access and download your content; and
- the credits from the disputed payment may be removed.
11.3 If the dispute is resolved in your favour, we treat the payment as refunded under Section 10. If it is resolved in our favour, we restore your account.
12. Your statutory rights
This Policy does not affect your rights as a consumer under Thai law, including the Consumer Protection Act B.E. 2522 (1979), the Unfair Contract Terms Act B.E. 2540 (1997) and, where it applies, the Direct Sales and Direct Marketing Act B.E. 2545 (2002).
13. Contact
Klipgen, an online service operated by a sole proprietor in Thailand
Email: support@klipgen.ai. Contact is by email only.