No such language.
This document contains information about the right of withdrawal, how to withdraw from a distance contract, the conditions for returns, refunds of amounts paid and refunds of credits when using the services of genkiki.com.
The document is intended to inform users in a clear and understandable way when they have the right to withdraw from a purchase, when that right may be limited or lost because performance of a digital service has begun, how requests are submitted and how cases involving paid generations, subscriptions, credit packages and technical errors are handled.
Art. 1. (1) The services through the genkiki.com website are provided by:
1. Name: ЕДИТИНГ БГ ЕООД;
2. UIC/BULSTAT: 208811081;
3. Registered office and address of management: гр. Велинград;
4. Correspondence address: гр. Велинград;
5. Contact email: [email protected];
6. Phone: 088 502 88 31;
7. Website: https://genkiki.com.
(2) In this document, ЕДИТИНГ БГ ЕООД is referred to as “the Trader”, “the Provider” or “we”.
(3) The person who uses the site, buys credits, activates a subscription, starts a paid generation or uses another service is referred to as “the User” or “you”.
Art. 2. (1) This information has been prepared in accordance with the applicable legislation of the Republic of Bulgaria and the European Union, including:
1. the Consumer Protection Act;
2. the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods;
3. the Electronic Commerce Act;
4. the Obligations and Contracts Act, to the extent applicable;
5. the applicable European Union rules on distance contracts, consumer rights, digital content and digital services.
(2) Where the User qualifies as a consumer within the meaning of the law, they enjoy the protection granted by the mandatory provisions of consumer legislation.
(3) Nothing in this document is intended to limit rights of the User that cannot be limited by law.
(4) If an individual clause of this document conflicts with a mandatory statutory provision, the statutory provision shall apply.
Art. 3. (1) This document sets out the information and the internal rules of genkiki.com regarding:
1. the right of withdrawal from a distance contract;
2. the withdrawal periods;
3. how a withdrawal statement is submitted;
4. the cases in which the right of withdrawal applies;
5. the cases in which the right of withdrawal may not apply;
6. the refund of amounts paid;
7. the refund of credits;
8. the return of unused services;
9. withdrawal from a subscription;
10. the cancellation of automatic renewal;
11. the handling of technical errors;
12. the handling of disputed payments;
13. the procedure for submitting complaints and requests.
(2) This document applies to services provided through genkiki.com, including:
1. the purchase of credit packages;
2. the activation of subscription plans;
3. the use of credits for generations through artificial intelligence;
4. the processing of images, video, audio, text and other digital files;
5. the creation of digital content through artificial intelligence systems;
6. the storage of results, history and files in a user account;
7. other paid or free digital services offered by the platform.
(3) This document is inseparably linked to the Terms and Conditions, the Privacy Policy and the Cookie Policy of genkiki.com.
Art. 4. (1) genkiki.com provides digital services related to the creation, processing, transformation, enhancement and management of content through artificial intelligence systems.
(2) The services may include the processing of:
1. instructions entered by the User;
2. images;
3. video files;
4. audio files;
5. texts;
6. settings and parameters;
7. other digital materials.
(3) The services are performed through technical processing, which may start immediately after confirmation by the User.
(4) When a paid generation is started, the system may reserve or deduct credits and begin processing the request.
(5) In many cases, once processing has begun, the request cannot be stopped, returned or cancelled without a cost having been incurred, because the processing may already have started technically.
(6) The User understands that artificial intelligence services do not constitute the supply of a physical good, but the provision of a digital service or digital content.
Art. 5. (1) The User, where they qualify as a consumer within the meaning of the law, is in principle entitled to withdraw from a distance contract within 14 days without giving a reason, except in the cases in which the law provides for an exception.
(2) In the case of a service contract, the withdrawal period starts from the day the contract is concluded.
(3) When purchasing a digital service or digital content that is not supplied on a tangible medium, the right of withdrawal may be lost or limited where the User has expressly requested that performance begin immediately and has confirmed that they understand the consequences of this.
(4) On genkiki.com, such an immediate start may occur in the case of:
1. starting a paid generation;
2. submitting a request to process a file;
3. using credits;
4. creating an image, video, audio, text or another result;
5. the start of technical processing by the system;
6. the reservation or deduction of credits for a specific request;
7. the performance of a service that the User has requested to start immediately.
(5) If the User does not want the service to start immediately, they must not start a paid generation or other paid processing before the withdrawal period expires.
Art. 6. (1) Before a paid generation is started, a digital service is purchased or credits are used, the platform may require the User to confirm that they want the service to start immediately.
(2) The confirmation may be given by pressing a button, ticking a box, accepting terms, starting a generation or another clear action within the platform.
(3) By giving such confirmation, the User declares that:
1. they want the service to start immediately;
2. they understand that processing may start at once;
3. they understand that credits may be reserved or deducted;
4. they understand that once the service has started or been performed they may lose their right of withdrawal for the part already performed;
5. they understand that the result from artificial intelligence may be unpredictable and may not always match their expectations.
(4) For clarity, pressing a button to start a generation, after a price or credit value has been displayed, is deemed a request for immediate performance of the service.
Art. 7. (1) The User may exercise the right of withdrawal where the statutory conditions for this are met and the service has not started or has not been performed at their express request.
(2) The right of withdrawal may apply, for example, in the case of:
1. a purchased credit package from which no credits have been used;
2. a paid subscription whose performance has not started;
3. a paid service that has not been started technically;
4. a service purchased by mistake, where performance has not started;
5. another case in which the law grants a right of withdrawal and no exception applies.
(3) For a withdrawal request to be considered, the User must submit a clear statement within the period provided by law.
(4) The Trader may check whether the service has started, whether credits have been used, whether a generation has been carried out, whether there has been technical performance and whether there are legal grounds for a refund.
Art. 8. (1) The right of withdrawal may not apply or may be lost where the User has requested that performance of the digital service begin immediately and the service has started or has been performed.
(2) On genkiki.com, this may include the following cases:
1. the User has started a paid generation;
2. the User has used credits;
3. the system has begun processing the request;
4. the request has been sent for technical processing;
5. a result has been generated;
6. an uploaded file has been processed;
7. an image, video, audio, text or other digital result has been created;
8. the User has been given access to a paid feature;
9. the User has used benefits included in the subscription;
10. the service has been performed in full or in part.
(3) The right of withdrawal does not apply to a service that has already been performed merely because the User does not like the result, if the service has been technically performed.
(4) Subjective dissatisfaction with the result, style, quality, composition, details, artistic interpretation or accuracy is not in itself a ground for a refund of money or credits where the service has been technically performed.
(5) Artificial intelligence may produce results with unpredictable features, including visual errors, inaccuracies, inconsistencies, artefacts, changes in details or deviations from the instructions entered. This is part of the nature of the service and does not automatically mean non-performance.
Art. 9. (1) A generation is deemed started when the User confirms the request and the system begins to act on its performance.
(2) A start may occur upon one or more of the following actions:
1. pressing a generate button;
2. confirming a request;
3. reserving credits;
4. deducting credits;
5. the start of processing;
6. sending a request to a technical system;
7. placing the task in a queue for execution;
8. creating a technical record for the task.
(3) A generation is deemed performed when the system returns a result, a file, an access link, a preview, a completed-task status or another final digital result.
(4) If the generation has been performed but the result does not match the User’s personal expectations, this does not automatically lead to a refund of money or credits.
(5) If the generation has not been performed due to a technical error, the case is handled under the procedure for technical errors and refunds of credits.
Art. 10. (1) Credits may be refunded where, according to the system data, a paid generation has not been performed due to a technical reason not attributable to the User.
(2) Such cases may be:
1. a system error in the platform;
2. an interruption of the processing;
3. no result returned;
4. unsuccessful completion of the task;
5. unavailability of the model used;
6. a technical error while storing the result;
7. a double deduction of credits;
8. an incorrectly calculated credit value;
9. another proven technical problem.
(3) Credits are refunded after the system records have been checked.
(4) In the event of a dispute about a technical error, the Trader may request additional information from the User, including the task number, date, time, type of service, model used, a description of the problem or a screenshot.
(5) Where it is established that the generation was performed and the result was provided, credits are not refunded merely because of disagreement with the result.
(6) Where there is partial performance, the Trader may refund part of the credits, provide a new attempt, make a correction or apply another fair solution depending on the specific case.
Art. 11. (1) Unless the law requires otherwise, credits are usually not refunded in the case of:
1. instructions entered incorrectly by the User;
2. an unsuitable file uploaded;
3. an unsuitable model selected;
4. unsuitable settings selected;
5. a change of mind after the start;
6. dissatisfaction with the artistic result;
7. a result that does not match the User’s expectations;
8. a result that has not been accepted by a third-party platform;
9. a result that has not been accepted by a client of the User;
10. inaccuracies typical of artificial intelligence systems;
11. artefacts or visual imperfections where the service has been technically performed;
12. the User’s refusal to wait for the completion of processing that has already started;
13. an attempt to create content that breaches the platform’s rules;
14. a request blocked because of prohibited content, where the cost has already been incurred.
(2) If a request is rejected before a cost is incurred and before processing starts, the system may automatically release the reserved credits.
(3) If a cost has already been incurred because performance has begun, the Trader may refuse to refund credits where this is permitted by law.
Art. 12. (1) The User may purchase credit packages when such packages are available on genkiki.com.
(2) If the credit package has not been used and the User has a right of withdrawal under the law, they may submit a withdrawal statement within the applicable period.
(3) If some of the credits from the package have already been used, the full amount paid is usually not refunded, unless the law requires otherwise.
(4) In the case of partial use, the Trader may refuse withdrawal for the part used and consider a possible refund only for the unused part, where this is applicable and technically possible.
(5) Bonus credits, promotional credits, gifted credits or credits provided free of charge are not subject to a monetary refund.
(6) Credits are not money, electronic money, a deposit or a means of payment outside genkiki.com and cannot be withdrawn as a sum of money, unless the law provides otherwise.
Art. 13. (1) genkiki.com may offer paid subscription plans with monthly, annual or other billing.
(2) When a subscription is activated, the User gains access to certain features, models, credits, limits or benefits according to the plan selected.
(3) If the subscription has started to be performed immediately at the User’s request, including by granting access, crediting credits, activating paid features or using services, the right of withdrawal may be limited for the part already used.
(4) If the User cancels the automatic renewal of the subscription, this stops future renewals but does not mean an automatic refund of the amount already paid for the current period, unless the law or the specific terms provide otherwise.
(5) When a subscription plan is downgraded, the change may take effect at the end of the current paid period, unless the interface states otherwise.
(6) When upgrading to a higher plan, a new price, a difference or a proportional amount may be charged, if this is clearly stated at the time of the change.
(7) Unused subscription credits may expire at the end of the respective period, if the terms of the plan so provide.
Art. 14. (1) If a subscription renews automatically, this is stated before the purchase or when the plan is activated.
(2) The User may cancel the automatic renewal through their account or by sending a request to [email protected], if such an option is not available in the account.
(3) Cancelling the automatic renewal does not delete the User’s account.
(4) Cancelling the automatic renewal does not affect paid services that have already started or been performed.
(5) If the User cancels their subscription before the end of the paid period, they may keep access to the plan until the end of that period, unless the interface or the specific terms state otherwise.
(6) Refunds for an unused part of a subscription period are made only where required by law, where provided for in the specific terms or where the Trader approves such a refund at its discretion.
Art. 15. (1) The Trader may offer promotions, discounts, bonus credits, gift credits, trial periods or other commercial campaigns.
(2) Promotional terms may have a time limit, caps, restrictions and special rules.
(3) Promotional, gift, trial or bonus credits are not refunded as a sum of money.
(4) If a purchase linked to a promotion is cancelled or the amount is refunded, the Trader may withdraw bonuses, discounts or additional credits that have been granted.
(5) In the event of promotion abuse, fake registrations, use of one’s own referral link to obtain an undue bonus, disputed payments or fraud, the Trader may refuse a refund, withdraw credits, block access or terminate an account.
Art. 16. (1) genkiki.com mainly provides digital services and digital content.
(2) Where no physical good is delivered, the physical return of a product is usually not applicable.
(3) If genkiki.com offers physical goods in the future, separate rules will apply to them regarding delivery, return, the condition of the goods, shipping costs and refunds.
(4) This document mainly governs withdrawal and refunds for digital services, credit packages, subscriptions and paid generations.
Art. 17. (1) To exercise the right of withdrawal, the User must notify the Trader by a clear and unambiguous statement.
(2) The statement may be sent to the email address: [email protected].
(3) It is advisable for the statement to include:
1. the User’s name;
2. the email address of the account;
3. the order or payment number, if available;
4. the date of purchase;
5. the service, credit package or subscription purchased;
6. whether the credits have been used;
7. a brief description of the request;
8. the preferred method of contact.
(4) The User may use the model form at the end of this document, but is not obliged to use exactly that form.
(5) It is sufficient for the User to send a clear statement from which it is unambiguously understood that they wish to withdraw from the contract.
Art. 18. (1) Where the right of withdrawal applies, the withdrawal statement must be sent within the statutory period of 14 days.
(2) For services, the period starts from the day the contract is concluded.
(3) For credit packages, subscriptions and digital services, the period is assessed according to the type of service, the manner of provision and whether performance has begun at the User’s request.
(4) If the User has started a paid service before the withdrawal period expires, the right of withdrawal may be limited for the part already performed.
(5) If the User submits a statement after the period has expired, the Trader may reject it, unless the law provides otherwise or the Trader voluntarily decides to grant the request.
Art. 19. (1) Where the withdrawal request is approved and there are grounds for a refund, the Trader refunds the amount due without undue delay and within the periods provided by law.
(2) The usual refund period is up to 14 days from the date on which the Trader was notified of the withdrawal, where the statutory conditions for a refund are met.
(3) The refund may be delayed if further clarification is needed regarding:
1. the User’s identity;
2. the payment;
3. the use of credits;
4. the performance of the service;
5. a technical error;
6. a disputed payment;
7. a suspicion of fraud;
8. other circumstances relevant to the decision.
(4) If it is established that the service has been used or performed, the Trader may refuse a full or partial refund where this is permitted by law.
Art. 20. (1) Where a refund is approved, it is usually made using the same method as the payment, unless the User and the Trader agree on another method.
(2) The refund may be made through:
1. a refund to the payment card;
2. a bank transfer;
3. a refund through the payment provider used;
4. another permissible payment method.
(3) The Trader is not liable for delays caused by a bank, a card issuer, a payment provider or a technical payment process once the refund has been ordered by the Trader.
(4) If the payment was made through a method that does not allow a direct refund, the Trader may request bank details or another permissible way to return the amount.
(5) When making a refund, the Trader may deduct amounts for the part of the service already used, where this is permitted by law.
Art. 21. (1) In the event of a failed, cancelled, disputed or charged-back payment, the Trader is entitled to restrict access to paid services until the case is clarified.
(2) If credits are granted after a payment but the payment is cancelled or disputed, the Trader may:
1. withdraw the credits granted;
2. deduct the used credits from the available balance;
3. restrict the account;
4. suspend access to paid features;
5. request additional payment for services already used;
6. terminate an account in the event of fraud or abuse.
(3) In the event of a disputed payment, the User is obliged to cooperate in clarifying the case.
(4) If the disputed payment is resolved in favour of the Trader, access may be restored if there are no other breaches.
(5) If the disputed payment is resolved in favour of the User, the credits and services granted against it may be withdrawn or adjusted.
Art. 22. (1) If, due to a technical error, more credits are granted than should be, the Trader is entitled to correct the balance.
(2) If, due to a technical error, more credits are deducted than should be, the Trader may refund the difference after a check.
(3) If the User notices a discrepancy in the credit balance, they must notify the Trader at [email protected].
(4) The Trader reviews the report on the basis of the system records and the available information.
(5) The system records of requests, payments, credit operations and the performance of services may be used to verify and evidence the specific case.
Art. 23. (1) If the User has purchased the wrong package, plan or service, they must contact the Trader as soon as possible at [email protected].
(2) If the service has not started and the credits have not been used, the Trader may offer:
1. withdrawal and a refund of the amount;
2. an exchange for another package;
3. a transfer to another plan;
4. a credit adjustment;
5. another appropriate solution.
(3) If the service has already started or the credits have been used, the Trader may refuse a refund for the part used.
(4) The Trader is not obliged to refund amounts for a wrongly selected service where the User clearly confirmed the purchase and has already used the service.
Art. 24. (1) If the User has been charged twice for the same service, they must notify the Trader at [email protected].
(2) After a check, the Trader may refund the amount received in error or offer to grant a corresponding amount of credits, if the User expressly accepts this.
(3) In the event of a double payment, the User should provide information about the date, the amount, the payment method and the payment details needed to locate the transaction.
Art. 25. (1) If the User has paid for a service but has not received access, credits or a result, they must report this at [email protected].
(2) The Trader checks the case and may:
1. grant the missing credits;
2. activate the purchased plan;
3. refund the amount;
4. repeat the service;
5. provide another appropriate solution.
(3) If it is established that the service was provided but the User did not use it or did not notice that it had been granted, this does not automatically lead to a refund.
Art. 26. (1) Results created through artificial intelligence may differ from the User’s expectations.
(2) The following are possible:
1. visual inaccuracies;
2. a different composition;
3. inexact following of the instructions;
4. changes in colours;
5. changes in details;
6. errors in shapes;
7. artefacts;
8. unnatural motion;
9. incorrect interpretation of the input content;
10. other features typical of artificial intelligence.
(3) Such features are not automatically deemed a technical error if the service has been performed and a result has been provided.
(4) The Trader may, at its discretion, provide a new attempt, a partial refund of credits, compensation or other assistance, but is not obliged to do so in every case.
(5) The User is responsible for reviewing the result before using it commercially, publicly or professionally.
Art. 27. (1) If a request is rejected, blocked or terminated due to a breach of the platform’s rules, prohibited content, abuse or an attempt to circumvent restrictions, the Trader may refuse to refund credits or amounts.
(2) This applies in particular where:
1. the request contains illegal content;
2. the request infringes the rights of third parties;
3. the User is attempting to create harmful, deceptive or prohibited content;
4. the request has been sent for processing and a cost has already been incurred;
5. the User systematically breaches the rules;
6. there is a suspicion of fraud or abuse.
(3) If the request is automatically rejected before processing starts and without a cost being incurred, the system may release the reserved credits.
Art. 28. (1) The Trader handles requests for withdrawal, return, refunds of amounts and refunds of credits within a reasonable time.
(2) Requests are usually handled according to the complexity of the case and the information available.
(3) More complex cases involving payments, technical errors, disputed transactions, abuse or external payment providers may require more time.
(4) The User is obliged to provide accurate and sufficient information so that the request can be handled.
(5) If the User does not provide the necessary information, the handling may be delayed or refused.
Art. 29. (1) When handling requests, the Trader may use the available system records.
(2) The system records may include:
1. the date and time of purchase;
2. the date and time a generation was started;
3. the model used;
4. the value in credits;
5. the status of the task;
6. the result of the processing;
7. credit operations;
8. payment data;
9. error data;
10. data about access to the service;
11. correspondence with the User.
(3) These records are used solely for verification, customer service, accounting, the protection of rights, security and compliance with legal obligations.
Art. 30. (1) Where the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods applies, the User has the rights provided for in it in the event of a lack of conformity of a digital service or digital content.
(2) A lack of conformity may exist where the service has not been supplied, does not function as agreed or does not meet the statutory requirements.
(3) Not every dissatisfaction with a creative result from artificial intelligence constitutes a lack of conformity.
(4) The assessment takes into account:
1. the description of the service;
2. the nature of artificial intelligence systems;
3. the settings selected;
4. the instructions entered;
5. the technical performance;
6. the result provided;
7. the applicable statutory requirements.
(5) Where a lack of conformity is proven, the Trader may take measures in accordance with the law, including bringing the service into conformity, supplying it again, reducing the price, a refund or another applicable remedy.
Art. 31. (1) If the Trader terminates a service or a plan for reasons not attributable to a breach by the User, the Trader may offer an appropriate solution.
(2) Such a solution may be:
1. a proportional refund of an amount;
2. the granting of credits;
3. a transfer to another plan;
4. the provision of an alternative service;
5. another fair solution.
(3) If the termination is due to a breach by the User, the Trader may refuse a refund to the extent permitted by law.
Art. 32. (1) If the User requests deletion of their account, they must first use or download the results that matter to them, to the extent that the platform provides such an option.
(2) Deleting an account may result in the loss of access to:
1. unused credits;
2. the generation history;
3. uploaded files;
4. generated results;
5. active settings;
6. paid features.
(3) Deleting an account does not automatically lead to refunds for services already used or started.
(4) If the User has unused purchased credits and the law provides grounds for a refund, the request is handled under the general procedure.
Art. 33. (1) When a paid generation is started, the platform may display text with the following or similar content:
“By pressing the generate button I confirm that I want the service to start immediately. I understand that once the generation has started or been performed credits may be used and that for the part already performed I may lose my right of withdrawal, to the extent permitted by law.”
(2) The purpose of such text is to inform the User before a paid digital service begins.
Art. 34. (1) When a credit package is purchased, the platform may display text with the following or similar content:
“I confirm that I am buying credits for use with digital services on genkiki.com. I understand that if I use the credits to start generations or other paid services, my right of withdrawal may be limited for the part already used.”
(2) The text may be supplemented according to the specific package, price, validity period, promotion or payment method.
Art. 35. (1) When a subscription is activated, the platform may display text with the following or similar content:
“I confirm that I want the selected subscription plan to be activated immediately. I understand that once paid features are activated, credits are granted or services are used, my right of withdrawal may be limited for the part already used.”
(2) If the subscription renews automatically, this should be clearly stated before the purchase.
Art. 36. (1) The User may, but is not obliged to, use the following model form:
TO:
ЕДИТИНГ БГ ЕООД
UIC/BULSTAT: 208811081
гр. Велинград
Email: [email protected]
NOTICE OF WITHDRAWAL FROM A DISTANCE CONTRACT
I hereby give notice that I withdraw from the contract I concluded for the following service:
1. Service, credit package or subscription: ....................................................
2. Date of purchase: ....................................................
3. Order or payment number, if available: ....................................................
4. Email address of the user account: ....................................................
5. User’s name: ....................................................
6. User’s address, if required: ....................................................
7. Preferred method of contact: ....................................................
8. Date: ....................................................
9. Signature, where the form is submitted on paper: ....................................................
(2) If the statement is sent by email, a signature is not required, unless the law or the specific case requires otherwise.
Art. 37. (1) All requests relating to withdrawal, returns, refunds of amounts, refunds of credits, an incorrect payment, a double payment or a technical problem are to be sent to:
(2) For faster handling, the User should provide enough information to identify the purchase, the account or the request.
(3) The Trader may reply to the same email address from which the request was sent, or to the email linked to the user account.
Art. 38. (1) This document is informative and contractual in nature and supplements the Terms and Conditions of genkiki.com.
(2) In the event of a conflict between this document and the Terms and Conditions, the special rules in this document apply with regard to the right of withdrawal, returns and refunds, unless the law requires otherwise.
(3) The Trader may amend this document in the event of changes in the law, the services, the payment methods, the credit system, the subscription plans or the internal rules.
(4) The current version is published at https://genkiki.com.
(5) The User should review this document periodically, especially before purchasing a paid service, a credit package or a subscription.
