REFUND POLICY — KINPROOF
This Refund Policy explains how refund requests are handled for KinProof subscriptions and processing credit purchases.
1. General policy
KinProof is a SaaS platform that provides digital access to AI-assisted genealogical and historical document processing.
KinProof sells access to a digital software platform and processing credits used to analyze uploaded documents. Because document processing may generate third-party AI, OCR, storage, infrastructure and operational costs, credits that have already been used to process documents are generally non-refundable.
This does not limit any mandatory rights that may apply under applicable consumer protection laws.
2. Subscriptions
For a first-time subscription purchase, users may request a refund within 14 days of the initial purchase if the account has not used a substantial amount of processing credits and there is no evidence of abuse, fraud, or violation of the Terms of Service.
If processing credits have already been used, KinProof may deduct the value of the consumed credits, deny the refund for the used portion, or adjust the account credit balance accordingly.
Subscription renewals are generally non-refundable once a new billing period has started, except where required by applicable law or where KinProof determines, at its discretion, that a refund is appropriate due to a technical or billing issue.
Users may cancel their subscription at any time. Cancellation stops future renewals but does not automatically refund amounts already charged.
3. Processing credits and credit packs
Credits are held in the global wallet of the paying user's account. Unused credit packs may be eligible for a refund within 14 days of purchase, provided the credits have not been used.
Credits that have already been consumed to process documents are non-refundable, because each processed page may generate external AI/OCR costs and platform resource usage.
In the event of a refund, chargeback, cancellation, or operational error, KinProof may remove or adjust granted credits on a proportional basis. If the balance has already been fully consumed, KinProof may limit new processing until the situation is regularized, subject to any applicable mandatory rights.
Credits are non-transferable between different accounts, have no cash value for redemption or withdrawal, and are non-refundable after consumption. Credit packs are one-time purchases; subscriptions are recurring as indicated at checkout.
4. Technical issues
If a technical issue caused by KinProof prevents a user from accessing the service or processing documents, KinProof may, after review, offer one or more of the following remedies:
- a refund;
- replacement processing credits;
- account credit;
- correction or reprocessing of the affected document, where technically possible.
Refunds are not granted for issues caused by unsupported files, poor source document quality, user error, incorrect uploads, lack of legal authorization to upload documents, or use that violates the Terms of Service.
5. AI-assisted results
KinProof uses AI-assisted processing. Results may contain errors and must be reviewed by the user.
A refund is not automatically granted because an AI-generated transcription, extraction, family tree, or relationship suggestion is incomplete, uncertain, or requires human review.
However, if the platform fails technically and no usable processing result is produced, KinProof may review the case and provide replacement credits or another appropriate remedy.
6. Fraud, abuse and policy violations
KinProof may deny refund requests where there is evidence of:
- abuse of trial or refund policies;
- repeated purchases and refund requests;
- attempts to circumvent usage limits;
- fraudulent payment activity;
- violation of the Terms of Service;
- upload of unauthorized, unlawful, or prohibited content.
7. How to request a refund
To request a refund, contact us at:
Please include:
- the email address associated with your KinProof account;
- the transaction date;
- the subscription plan or credit pack purchased;
- a brief explanation of the issue.
Refund requests are reviewed case by case.
8. Payment processor
Payments are processed by Paddle, acting as the Merchant of Record. Approved refunds may be processed through Paddle and may be subject to its processing timelines, rules, and applicable legal requirements.
KinProof does not collect, store, or process full credit or debit card data.
9. Changes to this policy
KinProof may update this Refund Policy from time to time. The current version will be made available on this page.
For more information, see our Privacy Policy and Terms of Service.