Refunds & delivery
Draft for review — not yet effective. Operator details, contact information and the items marked for confirmation must be completed before publication.
Credit delivery
Credit packs are delivered to your signed-in Kenkui account after Stripe confirms payment. Confirmation may take longer for delayed payment methods. Refresh your balance if checkout has completed; if credits are missing, contact product support with your purchase reference. Do not send card numbers or security codes.
Failed or cancelled conversions
Starting a conversion reserves its estimated credits. A successful conversion consumes them. A failed or cancelled conversion releases its reservation back to your available balance. This is a credit release, not a refund to your payment method. Cancellation may take time to finish; check the final job status and balance.
Refunds of purchased credits
Proposed policy for owner review: request a refund of unused purchased credits within 14 days of purchase. For a partly used pack, the proposed refund is the unused share of the pack multiplied by the amount paid for that pack, rather than the standard credit rate. Bonus credits form part of the pack and have no separate cash value. For example, 600 unused credits from a 2,400-credit, $20 USD pack correspond to $5 USD before any tax adjustment.
Credits already consumed by a successfully delivered conversion are normally excluded from this voluntary unused-credit offer. If the service failed to deliver what was promised, contact support for investigation and an appropriate remedy. This policy does not limit remedies required by law or refunds handled by Link.
Approved refunds return to the original payment method. The credits covered by a refund are removed from your balance, including the corresponding bonus credits. Tax adjustments are handled through Stripe. Your payment provider determines when the refund appears; we will confirm when it has been submitted.
[Before making this policy effective: confirm the 14-day voluntary window and implement auditable purchase-level remaining-credit allocation for partial refunds. The current ledger requires manual refund adjustments; automatic reversals are not implemented.]
For payment and refund requests, use Link transaction support. For missing credits, rendering problems or questions about eligibility, contact [Kenkui support email — confirm]. Include your account email and receipt or job reference.
Stripe Managed Payments can issue refunds in certain cases within 60 days of purchase. This is not a promise that every purchase is refundable for 60 days. Applicable consumer rights, including any mandatory cancellation rights, are preserved.
Audiobook delivery and storage
After a successful conversion, download your M4B from the job page. Rendering duration depends on the book and queue; the job page reports progress.
- Completed audiobooks: available for download for 30 days after completion, then eligible for deletion. Save your M4B locally.
- Uploaded sources: eligible for deletion 24 hours after all conversions using them finish. Uploads never submitted for conversion become eligible 24 hours after upload.
- Temporary render objects: eligible for deletion 24 hours after their processing attempt finishes.
Scheduled cleanup removes eligible files; it does not run at the exact moment a retention period ends. Keep your original EPUB and downloaded audio. Removing a book from Studio’s local library does not itself request deletion of server records.