Complaints and refunds
Complaints and refunds. The operator and its details: Legal.
Something does not work
Write to info@kinemiq.app with your account e-mail, what happened and, if possible, a screenshot or the project. We confirm the complaint without delay and settle it within 30 days at the latest.
What we do
- An export that failed or came out wrong because of an error of the Service: its credits are returned to your account.
- Paid digital content or a plan that does not work as described: we fix it; if that is not possible within a reasonable time, you get a price reduction or your money back.
- A subscription can be cancelled at any time in your account; it runs to the end of the period already paid.
Refunds
Purchases are made through Paddle.com, our reseller and Merchant of Record: approved refunds are paid by Paddle to the original payment method, and you can also contact Paddle directly at paddle.net. You may request a refund within 14 days of a purchase at info@kinemiq.app or via paddle.net; Paddle reviews it under its refund policy. Exports or credits of a refunded purchase are removed from your account. Your statutory rights are not affected.
Withdrawal
A consumer may withdraw from a purchase within 14 days, unless the right of withdrawal ended when the content was supplied immediately with the consumer’s consent (see the Terms, section 5). Use „Withdraw from a purchase“ in My account or write to info@kinemiq.app; the money is returned within 14 days by the same payment method.
If you are not satisfied with how we handled your complaint, you may turn to an alternative dispute resolution body (see Legal).