Refund Policy
Last updated: August 30, 2026
We want every artist who works with Kinetix to understand the production and refund terms before generation starts. Here is exactly how refunds work.
1. Before generation begins
If you have paid but we have not started generating your video, you can cancel for a full refund. Email [email protected] with your project name. Once generation begins, this window closes.
2. After generation begins
Once generation has started, the project is non-refundable because compute and time costs are incurred immediately. There are no change-of-mind refunds after this point. Work-in-progress assets remain Kinetix property and are not delivered.
3. What is included
Standard and Seedance 2.5 Premium are fixed-scope products: there is no storyboard preflight and no customer revision round. You choose the product, song-length tier, and available options up front, and we deliver the finished video as a clean 16:9 MP4. Seedance 2.5 Premium includes one frozen generation attempt and no automatic or elective retry, alternate take, customer revision, or re-render.
4. The Standard Lip-Sync Guarantee
The voluntary Lip-Sync Guarantee applies only to eligible Standard artist-led orders when you supplied a usable clean isolated vocal stem and Kinetix accepted it before generation. WAV or MP3 is accepted; WAV is preferred for the highest quality and lip-sync accuracy. If that delivered video then has clearly off lip sync, we re-render the affected lip-sync scene free of charge. If we still cannot get it right, you receive a full refund. Email [email protected] within 7 days of delivery with the timecodes in question.
5. Seedance 2.5 Premium and excluded re-renders
Seedance 2.5 Premium does not include the voluntary Lip-Sync Guarantee, a lip-sync re-render, an alternate take, or an elective retry. Its one frozen generation attempt remains subject to Kinetix's obligation to deliver the purchased finished video and to remedies that cannot be excluded by applicable law.
6. Proceeding without an isolated vocal stem
A mastered full mix may contain music, effects, harmonies, and backing vocals that reduce mouth-timing accuracy. For an eligible Standard order, reduced lip-sync accuracy after proceeding without a usable isolated vocal stem does not qualify for a free re-render or refund under the voluntary Lip-Sync Guarantee. This limitation does not affect rights that cannot be excluded by applicable law.
7. Other refunds we cannot offer
- Issues caused by missing, low-quality, mislabeled, or off-spec assets you submitted where we delivered to the brief
- A change of mind, or a change in your release plans or label situation, after generation begins
- Performance on third-party platforms (views, retention, monetization)
8. How refunds are paid
Approved refunds go to the original Stripe payment method; Stripe may take 3–10 business days to post.
9. Disputes
Before a chargeback, please email [email protected] — we will resolve it directly.
10. Contact
[email protected]
Kinetix AI LLC · Kyle Coghlan · San Diego, CA