Refund Policy

The rest of this page explains both, and the situations in between.

Everything Krivalo sells is digital and delivered immediately: a file you download. There is nothing to ship, nothing to return, and no way to un-deliver a file once you have it.

That is why this policy focuses on failures rather than on change of mind. Once a photo has been produced and delivered to you, the work is done and the cost to us has already been incurred.

Automated image processing sometimes fails. A photo may be framed in a way our outfit tool cannot work with, or a provider may be down. Here is what happens in each case:

• Nothing was produced at all. The amount is returned to your wallet in full. You can spend it again immediately.
• Part of the job failed. If, for example, an outfit change is rejected but the background removal still works, your order stays open and you can finish it without paying again — either by retrying, or by completing it without the part that failed. The failed step is not counted against you.
• The file is corrupted or will not download. Tell us and we will reissue it, or return the credit if we cannot.

You do not need to argue for any of this. If our end failed, the remedy is automatic or a single message away.

We produce the photo you asked for from the photo you gave us. We are not able to refund for:

• A source photo that was blurry, dark, badly lit or badly framed. The result reflects the input. Our upload screen tells you what makes a good source photo before you pay.
• Rejection by an agency, embassy, school or employer. As stated in the Terms, we cannot guarantee any institution will accept a photo, and requirements vary. Check them before you pay.
• Choosing the wrong size, or changing your mind about the result.
• Printing it badly. We deliver a file at the correct physical dimensions. What a printer or a print shop does with it is outside our control.
• Losing a file after the three-day window. Finished photos sit on your own device for three days. Download them when you get them.

If you think our processing genuinely failed and this section does not describe your situation, contact us anyway. These are guidelines for the ordinary case, not a way to refuse to look.

Adding money to your wallet buys prepaid store credit, in the same way as topping up a load or a store card. It is not a deposit and it is not a bank balance.

• It never expires. No expiry date, no dormancy fee, no deduction for leaving it unused.
• It cannot be withdrawn or transferred. Credit is spent on Krivalo services, not paid out in cash and not moved to another account.
• Closing your account forfeits any remaining balance, for the same reason. Spend it down first.

Both rules appear on the top-up screen before you pay, so this is never something you discover afterwards.

Section 4 is about credit that reached your wallet. This section is about money that left your account and did not.

• You were charged but your balance did not increase. This is our problem to fix, not yours to absorb. Contact us with the date and amount. We will confirm it with our payment processor and either credit your wallet or return the money to where it came from.
• You were charged twice for one top-up. The duplicate is refunded to the original payment method.
• Someone used your account without permission. Contact us immediately. We will freeze the account while we look into it.

Where money goes back to your original payment method, the timing depends on your bank or e-wallet provider rather than on us. We will tell you when we have sent it.

Pro and Studio are billed in advance for the term you chose. You can cancel at any time from Settings; cancelling stops the next renewal and you keep your plan until the term you already paid for ends.

We do not refund partial periods, with two exceptions:

• We discontinue something you were paying for. Then we refund the unused portion of the term.
• You were charged after cancelling. That renewal is refunded in full.

If a renewal takes you by surprise, tell us promptly and we will look at it fairly rather than pointing at this paragraph.

Use the Help Center contact form. It reaches us directly and attaches your most recent order automatically, so you do not need to find an order number.

Tell us the date, the amount, and what went wrong. That is usually enough.

We aim to reply within two business days and to resolve straightforward cases in the same message. Wallet credit is returned immediately once agreed. Money going back to a card or e-wallet is sent within seven business days of us agreeing to it, and then takes as long as your provider takes.

Please come to us before raising a dispute with your bank. A chargeback freezes the account while it is investigated, which makes it slower for you than simply asking us.

Nothing on this page removes rights you have under Philippine consumer law. If a service we sold you was defective or not as described, your statutory rights apply regardless of what this policy says.

Krivalo · Cebu City, Philippines · support@krivalo.com