Fulfillment Policy

Welcome to Kaze AI!

1. Introduction and Scope

This Fulfillment Policy applies to all goods or services purchased through kaze.ai's website via Stripe. By accessing or using kaze.ai and completing a purchase, customers acknowledge and agree to the terms laid out here. If a particular offering (for example, an offline service or a pure charitable donation) does not involve a shipping/delivery process, the relevant sections may not apply—however, they must remain accessible on the site to satisfy Stripe's review requirements and payment‑network standards.

2. Refund Policy

2.1 Policy Overview

kaze.ai is committed to providing a fair and transparent refund process. Refunds will be handled according to these terms:

If a product or service significantly deviates from its description or cannot be delivered as reasonably expected, customers may request a full refund. Stripe requires that we "describe under what conditions customers can receive a refund."
For digital products (such as software subscriptions, online courses, or virtual consultations), refund requests must be submitted within 15 days of purchase, with a detailed explanation. If the refund is due to a kaze.ai service failure, we will issue a full refund upon verification. If the request arises from the customer's personal reasons (e.g., user error), kaze.ai may apply a 20% transaction fee (to cover platform maintenance costs). This satisfies the requirement to "list conditions under which customers can receive a refund."
For physical goods (such as hardware or branded merchandise), customers must return items in their original, unopened condition and submit a refund request within 30 days of delivery. If the return is due to a quality‑related issue, kaze.ai will cover all shipping costs. For returns based on non‑quality reasons, the customer is responsible for return shipping fees.

2.2 Process and Timeframes

Customers may submit refund requests via the "My Orders" page on kaze.ai or by emailing help@kaze.link
Once a refund request is received, kaze.ai will respond within 48 hours to confirm or decline. If further verification is needed, kaze.ai will complete the review within five business days and, if approved, issue the refund.
Approved refunds are returned to the original payment method within 7–10 business days. Actual arrival time depends on the customer's bank or payment provider.

2.3 Special Considerations

If a purchase used a coupon or discount code, refunds are based on the actual amount paid and do not include the discounted portion.
Any value‑added services (such as expedited processing or dedicated technical support) that have already been used are non‑refundable. This helps "provide protection against disputes" and clarifies non‑refundable components.

3. Shipping/Delivery Policy

3.1 Scope

This section applies to all physical goods (for example, kaze.ai branded merchandise or hardware products). If no physical shipping is involved, this section may be omitted, but the placeholder must remain on the site to meet Stripe's requirement to "describe how and where goods are shipped, and on what timeline."

3.2 Shipping Methods and Estimated Timeframes

Physical items are shipped via kaze.ai's designated logistics partners.
Domestic (China Mainland) orders: Once payment is confirmed, kaze.ai will process the order within two business days and ship it. Delivery typically takes 3–7 business days (excluding weekends and public holidays).
International orders: Once payment is confirmed, kaze.ai will process the order within two business days and ship via international air freight. Estimated delivery time varies by destination, generally 10–20 business days. Unforeseen events (such as natural disasters or customs delays) may extend delivery time, and kaze.ai is not responsible for additional costs incurred due to such delays.

3.3 Shipping Fees and Taxes

Shipping fees are calculated based on weight, package dimensions, and destination. These fees are displayed clearly on the checkout page to meet the requirement for "clear shipping methods, times, and rates, as well as eligible destinations."
Customers are responsible for any import duties, value‑added taxes (VAT), or other customs fees. kaze.ai will assist with preparing documentation for customs, but is not liable for additional taxes or fees imposed by local authorities.

3.4 Delivery Coverage

kaze.ai currently ships to most countries and regions worldwide. However, shipments are not available to certain high‑risk or restricted areas where local customs policies or logistics constraints make delivery impractical. Customers should contact support to confirm eligibility.

3.5 Tracking and Status

Once an order is shipped, kaze.ai will provide a tracking number in the order details. Customers can track their package through the carrier's website or via the logistics tracking feature on kaze.ai.

4. Return Policy

4.1 Applicability

This policy section applies only to physical goods. Once a customer receives a physical product and it meets the eligibility criteria, they may request a return. Stripe requires that we "describe under what conditions customers can return purchased goods."

4.2 Return Conditions

Items must be returned in unused, unopened condition, free of wear, and include all original accessories, invoices, and packaging.
Return requests must be submitted within 30 days of receiving the product. Requests beyond 30 days will not be accepted.
If a product has a quality defect (e.g., damage, functional discrepancy, severely damaged packaging), customers must report it within seven days of receipt, including photos, and contact customer service. kaze.ai will cover return shipping costs and offer a free replacement or full refund.
For returns based on personal preference (non‑quality issues), customers pay return shipping costs. Once kaze.ai inspects and approves the return, a 10% restocking fee (deducted from the refund amount) applies to cover handling and processing.

4.3 Return Procedure

After a customer submits a return request on the site, kaze.ai customer service will respond within 48 hours and provide return instructions and the return address.
The customer must securely package the item and ship it back within five business days of receiving return instructions.
Upon receipt, kaze.ai will inspect the returned item within three business days and either issue a refund or process a replacement based on the inspection results.

4.4 Refund for Returns

If a return meets the conditions, the refund will be issued within 7–10 business days after inspection approval, back to the original payment method.
If the customer opts for a replacement, kaze.ai will ship a new item within five business days of approving the return inspection. No additional product payment is required. The customer covers shipping costs for replacements, unless the return was due to a quality defect—in that case, kaze.ai covers shipping.

5. Cancellation Policy

5.1 Subscriptions and Service‑Based Products

For subscription services (such as annual memberships or online learning programs), customers may cancel anytime before the next billing cycle via "My Account – Subscription Management." Stripe's guidelines state we must "describe under what conditions customers can cancel subscriptions."
Cancellations made at least three business days before the next billing cycle avoid charges for the upcoming period. Once a new billing cycle has begun, that period's fee is non‑refundable, but customers may continue to use the service until the subscription period ends.

5.2 One‑Time Bookings or Appointments

For single‑session services (such as one‑on‑one technical consulting or in‑person workshops), cancellations must be made at least 48 hours prior to the scheduled start time for a full refund. Cancellations between 24–48 hours before incur a 50% service fee. Cancellations within 24 hours or no‑shows are non‑refundable. This policy helps prevent "no‑shows" and fairly protects service providers.

5.3 Physical Goods Cancellations

If an order has been paid but not yet shipped, customers can cancel via the order details page or by contacting customer service for a full refund.
If the item has already shipped, customers must follow the "Return Process" outlined above; return conditions and shipping responsibilities match those in the Return Policy.

6. Customer Support and Dispute Resolution

6.1 Contact Methods

If customers have questions or disputes regarding this policy, they can reach kaze.ai's support team via:

Email: help@kaze.link

Stripe emphasizes that websites should "provide multiple contact methods" so customers can easily find support.

6.2 Dispute Resolution

If a customer disagrees with a refund, return, or cancellation decision, they should first contact kaze.ai support to seek an amicable resolution. If no agreement is reached, the customer may escalate to their local consumer protection agency or pursue mediation or legal action under applicable laws in kaze.ai's jurisdiction.

7. Additional Disclosures

7.1 Legal and Export Restrictions

If any products are subject to export restrictions (for example, certain encryption hardware or specialized chips), kaze.ai will prominently note these restrictions on the product page and checkout. This aligns with Stripe's requirement to disclose "legal or export restrictions applicable to your business."

7.2 Policy Updates

kaze.ai reserves the right to modify this policy as needed. Any changes will be posted on the website, and the latest version takes precedence. If a change has a significant impact on customer rights, kaze.ai will notify customers via email and a site announcement in advance.