Read our refund, cancellation, and transaction policies for digital products and subscriptions.
1. General Policy
As we offer digital products and services, we generally do not provide refunds once access has been delivered or the service has been activated.
However, refunds may be considered in the following cases:
- Duplicate payment.
- Service not delivered within the timeline confirmed at the time of purchase.
- Technical issues from our end that prevent access.
2. Cancellation
Once a digital product or service is delivered, it cannot be canceled. For subscription-based services, cancellation requests should be raised before the next billing cycle.
To request a refund or cancellation, please contact us at buildninja@grapecity.global within 7 days of your transaction.
3. Kenzoai Credits
kenzoAI credit top-ups are one-time, prepaid purchases; they are not part of any subscription. These terms apply alongside the general policy above and take precedence wherever they are more specific.
3.1 Refund Exceptions
Purchased credits are non-refundable once added to your wallet, except in the following cases:
- Duplicate payment for the same top-up.
- A technical issue on our end prevented the purchased credits from being added to your wallet.
- Credits were deducted for a request that failed due to a kenzoAI or AI Provider error (these are not charged in the first place under normal operation, but if a documented error results in a deduction, only the deducted credits will be recredited and no refund will be made).
3.2 Partial Consumption
Where credits have been partially consumed, any refund considered under the exceptions above is limited to the value of the unused portion of that specific top-up, calculated at the per-credit price paid.
3.3 No Subscription
kenzoAI Credit purchases do not renew automatically, so there is no subscription to cancel. You simply stop purchasing further top-ups at any time; core BuildNinja is unaffected.
3.4 Expiry
Purchased credits expire 12 months from the date of purchase and are not refunded, exchanged, or reinstated upon expiry.
4. Free Signup Allowance
The one-time Free Signup Allowance of kenzoAI Credits is not a purchase and is therefore not eligible for any refund. It cannot be transferred, exchanged for cash, or renewed, and it expires 12 months after being assigned whether or not it has been used.
To request reinstatement of credits deducted in error, or a refund under the exceptions listed above, please contact us at buildninja@grapecity.global within 7 days of the transaction or, for credits deducted in error, of the date the error occurred.
5. Payments and Personal Data
Payments for paid plans and kenzoAI Credit top-ups are processed by Razorpay, our only payment gateway. We use your order and payment records to handle refunds and disputes, and keep them as long as tax and accounting law requires.
