Refund Policy
Effective: October 24, 2025This Refund Policy governs all purchases made through KokoroLab's Services, including subscription plans and credit packages. Please read this policy carefully before making any purchase. By completing a transaction on our platform, you acknowledge and accept the terms set forth herein.
1. General Principle
All purchases on KokoroLab — including subscription fees, one-time credit purchases, and access passes — are final and non-refundable as a general rule. This reflects the immediate and irrevocable nature of digital content delivery. Once credits are consumed or a subscription period has begun, those resources cannot be recovered or redistributed.
2. Nature of Purchased Items
2.1 Credits and Tokens. Credits (tokens) purchased on KokoroLab are consumed upon use during image generation, story creation, and other AI-powered operations. Consumed credits cannot be restored, reversed, or refunded under any standard circumstance. Unused credits retained in your account balance at the time of a refund request may be considered for a partial refund only under the exceptional circumstances described in Section 3.
2.2 Subscription Plans. Subscription fees are charged at the start of each billing cycle and grant access to subscription-tier features for that period. If you cancel a subscription, your access continues through the end of the paid period; no prorated refund is issued for the remaining days. Subscription renewal charges that occur while a cancellation request is pending are not automatically refunded and must be submitted for individual review.
3. Exceptional Refund Circumstances
KokoroLab evaluates refund requests strictly on a case-by-case basis. Approval is not guaranteed and is granted solely at KokoroLab's discretion. The following circumstances may qualify for consideration:
- (a) Extended Service Outage. If the Services experience a verified, continuous outage exceeding seventy-two (72) hours attributable solely to KokoroLab infrastructure failure — and not to scheduled maintenance, force majeure events, or third-party platform issues — you may be eligible for a pro-rated credit or refund corresponding to the affected period. Credits consumed prior to the outage are excluded from this consideration.
- (b) Duplicate or Erroneous Billing. If your payment method is charged more than once for the same transaction or billing period due to a verifiable technical error on KokoroLab's side, the duplicate charge will be refunded in full. You must provide transaction IDs or payment receipts for both charges to substantiate the claim.
- (c) Unauthorized Transaction. If a charge is made to your account without your authorization as a direct result of account compromise — and you can demonstrate that you took reasonable steps to secure your account — KokoroLab may, upon investigation, refund the unauthorized charge. You must report the unauthorized transaction to contact@kokorolab.net within seven (7) calendar days of the charge date. Credits consumed as a result of the unauthorized access are reviewed individually and are not automatically refunded.
- (d) Billing Error by KokoroLab. In the event that KokoroLab charges an incorrect amount due to a pricing error or system misconfiguration on our part, we will correct the discrepancy. This may take the form of a refund of the overcharged amount or an equivalent credit adjustment to your account.
4. How to Submit a Refund Request
To initiate a refund review, you must:
4.1 Contact. Send a written request to contact@kokorolab.net within seven (7) calendar days of the charge date. Requests submitted after this window will not be considered.
4.2 Required Information. Your email must include: (i) the email address associated with your KokoroLab account; (ii) the exact date and amount of the charge; (iii) a description of the issue and the applicable exceptional circumstance under Section 3; and (iv) any supporting documentation such as payment receipts, transaction IDs, or screenshots.
4.3 Review Process. KokoroLab will acknowledge receipt of your request within three (3) business days and complete the review within ten (10) business days. We may request additional information during the review. Submitting a request does not guarantee approval.
5. Refund Processing
Approved refunds are issued to the original payment method used at the time of purchase and are typically processed within ten (10) business days of approval. KokoroLab is not responsible for delays caused by your bank, card issuer, or payment processor. Refunds will not be issued in a form other than the original payment method (e.g., cash, check, or alternative payment method) unless required by applicable law.
6. Chargebacks
Filing a chargeback or payment dispute with your financial institution without first exhausting KokoroLab's refund review process is a breach of these Terms and may result in immediate account suspension. KokoroLab reserves the right to contest chargebacks it deems unwarranted and to recover the disputed amount, along with any chargeback fees or associated processing costs. Accounts subject to unresolved chargebacks may be permanently restricted from the Services.
7. Promotional and Trial Purchases
Credits or subscriptions obtained through promotional campaigns, referral bonuses, discount codes, or free trial periods are not eligible for monetary refunds. If a promotional subscription renews at a standard rate without your awareness, please contact us within seven (7) days of the renewal charge; such cases are reviewed individually.
8. Statutory Consumer Rights
This policy does not affect any statutory rights you may have under applicable consumer protection legislation. Where law mandates a right of withdrawal or cooling-off period (such as the 14-day right under EU/EEA consumer regulations), KokoroLab will honor those rights. However, by expressly requesting immediate access to digital content at the time of purchase, you acknowledge that performance has begun and you may thereby waive any applicable cooling-off right to the extent permitted by law.
9. Amendments
KokoroLab reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. Continued use of the Services following such changes constitutes your acceptance of the revised policy.
Contact
For refund inquiries, billing disputes, or general support:
Email: contact@kokorolab.net
Please allow up to three (3) business days for an initial response.
Email: contact@kokorolab.net
Please allow up to three (3) business days for an initial response.
kokorolab2261 Market Street STE 85199
San Francisco, CA 94114 US
Kokoro Lab, LLC
San Francisco, CA 94114 US
Kokoro Lab, LLC
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