Title suggestion: Refund request denied by automated reply — Moderato subscription, Kimi Code unusably slow
Hi,
I am posting here publicly because my refund request was rejected by what appears to be an automated reply that did not engage with the substance of my case. I would like a human reviewer to look at this.
What happened
On 11 May 2026 I purchased the Moderato subscription on kimi website, specifically to use Kimi Code with K2.6, which is the headline feature your marketing pages promote for this tier.
From the very first session, Kimi Code has been extremely slow — to the point where it is effectively unusable for the professional coding workflow I subscribed for. This is not a one-off; it has been consistent since activation. The service I am paying for is not being delivered at the level represented on kimi website.
I contacted support requesting a refund. The reply I received was a generic template stating that “all payments are final and non-refundable” unless required by applicable law — without addressing my specific situation, the performance issue, or my consumer rights.
Why I believe a refund is due
- Service not as advertised. Kimi Code performance is materially below what is promoted. Your own ToS allows refunds where service issues are caused by you.
- Applicable consumer law. As a consumer resident in Türkiye, I am protected by Law No. 6502 and the Distance Contracts Regulation, which grant a 14-day right of withdrawal for distance digital purchases. The digital-content exception applies only if the consumer was explicitly informed and explicitly waived this right at checkout. I do not recall any such explicit waiver step on kimi.com.
- Minimal usage. I have barely used the subscription — essentially only enough to confirm the performance problem.
Account info
I have purchased the Moderato plan on 11 May 2026. I will share my full account, receipt, and invoice details privately with any Moonshot staff member or moderator who can look into this case.
What I am asking for
- A human review of my case, not an automated reply.
- Cancellation of the Moderato subscription.
- A full refund to the original payment method.
- Written confirmation of both.
I would much prefer to resolve this directly with the Moonshot team. I am posting here because the support channel did not work, and I have seen on this forum that similar cases have been resolved after public escalation.
Thank you to anyone from the team who is able to look into this.
-– Oğuz