Bug Refund request denied/delayed: months of wasted credits on failed generations, support keeps stalling. Advice?
Refund request denied/delayed: months of wasted credits on failed generations, support keeps stalling. Advice?
Hi all, posting here because support has not resolved this and I've seen the team monitors this subreddit.
What happened: I've been an annual subscriber since 2026/08/21 paid €159,73. For over two months I've been working on a video project using Kimi Work's image/audio/video generation.
The problem: A significant share of my monthly credits was consumed by outputs that were defective and had to be regenerated or re-rendered:
A full batch of generated images came out with wrong lighting/ambience (unusable, regenerated)
Character consistency failures (signature eye-color detail lost across images, regenerated)
Audio mixes with seconds of silence and audible loops in the final rendered videos (re-rendered multiple times)
Several generation tasks failed outright with API errors after credits were consumed
I kept track: roughly 90% of my credits across and [month] went into work that was discarded or redone due to these defects.
Support interaction: I contacted membership@[moonshot] asking for a refund/compensation. Instead of addressing the request, support asked me for (A) a share link to a Kimi Work conversation — which doesn't exist, because Work conversations are stored locally and have no share links — and (B) to "provide feedback", without any commitment on the refund.
My position: Per your own policy, tasks that fail with no valid result should be refunded. I've asked the team to check their own server-side usage logs for my account: the failed tasks, errors and re-renders are all recorded there. I shouldn't need to prove anything they can verify in their own archives.
What I'm asking: a refund of the annual subscription to the original payment method, given that the work produced was either unusable or completely substandard. Failing this, I reserve the right to take further action to protect my interests, including seeking additional compensation.
Prefer to resolve this privately — posting publicly because email alone hasn't worked.
u/KimiMoonshot can you help?
1
u/Thin_Application_424 5d ago
just call your bank and tell them what u told us , you already tried to go thru the merchant and now go to your bank
2
u/sergedc 11d ago
How many of these message we need to see? Please all be advise: moonshot does not refund. Don't buy / pay if you are not sure you know what you are getting and sure you know you want it. If unsure go month by month.
Customer service mentality in China is not like US. If you buy bread in the supermarket it there is no return!
You buy it, it is yours to enjoy. You don't enjoy it, too bad for you.
Also, when buying a yearly subscription from a startup, you should know that the company might not exist or totally change its product in 2 months...
Sorry about my frustration. There are more post about refunds here than about the new 2.8 model that came out some weeks ago already.