Refund Policy

1. Overview

This Refund Policy explains the terms and conditions under which Kilo (heykilo.app) provides refunds for subscription payments. We strive to provide excellent service, but we understand that our platform may not meet every user's needs. This policy outlines when refunds are available, the process for requesting them, and important limitations.

2. General Refund Policy

2.1 No Refunds for Previous Billing Periods

• All charges for completed billing periods are final and non-refundable
• This applies to monthly, annual, and any other billing cycles
• Once a billing period has ended, no refunds will be provided for that period
• This policy applies regardless of usage during the completed period

2.2 Current Billing Period Refunds

• Eligibility: Refunds available only for the current, active billing period
• Usage Requirement: Real-time AI conversation usage must be under 30 minutes
• Time Limit: Refund requests must be submitted before the current billing period ends
• Full Refund: If eligible, you will receive a full refund for the current period

2.3 Usage-Based Refund Criteria

• Real-Time Calls: AI conversation minutes are tracked for refund eligibility
• 30-Minute Threshold: Refunds not available if usage exceeds 30 minutes
• Usage Tracking: All real-time AI interactions are automatically logged
• Other Features: Text chat, lessons, and other features do not affect refund eligibility

3. Refund Process

3.1 How to Request a Refund

1. 1. Check Eligibility: Verify your real-time call usage is under 30 minutes
2. 2. Access Settings: Go to your account settings and navigate to the billing section
3. 3. Request Refund: Click the "Request Refund" button for your current subscription
4. 4. Confirm Request: Review the refund details and confirm your request
5. 5. Account Termination: Your account will be immediately downgraded to the free plan

3.2 Alternative Contact Methods

• Email Support: Contact billing@heykilo.app for refund requests
• Include Information: Provide your account email and reason for refund
• Response Time: We will respond within 24 hours during business days
• Documentation: Include any relevant screenshots or error messages

3.3 Refund Processing Timeline

• Immediate: Account access is terminated immediately upon refund approval
• 1-2 Business Days: Refund request reviewed and approved/denied
• 5-10 Business Days: Refund processed and returned to original payment method
• Bank Processing: Additional 1-3 business days for bank processing

4. Refund Eligibility Scenarios

4.1 Eligible for Refund

4.2 Not Eligible for Refund

4.3 Special Circumstances

• Technical Issues: Platform outages may qualify for refund exceptions
• Billing Errors: Incorrect charges will be investigated and refunded if verified
• Fraudulent Charges: Unauthorized payments will be refunded after investigation
• Medical/Emergency: Exceptional circumstances reviewed on case-by-case basis

5. Plan Changes and Refunds

5.1 Upgrades

• No Refund Impact: Upgrading your plan does not affect refund eligibility
• Usage Tracking: Real-time call usage continues to be tracked across plan changes
• Prorated Charges: Upgrade charges are separate from refund calculations
• Combined Usage: Usage from all plans in the billing period counts toward the 30-minute limit

5.2 Downgrades

• No Refunds: Downgrades do not qualify for refunds
• End of Period: Downgrades take effect at the end of the current billing period
• Feature Access: You retain access to premium features until the period ends
• Future Billing: Lower rate applies to subsequent billing periods

5.3 Cancellations

• Immediate Cancellation: Cancel anytime without penalty
• End of Period Access: Retain access until the current billing period ends
• No Automatic Refund: Cancellation does not automatically trigger a refund
• Refund Request Required: Must explicitly request refund if eligible

6. Payment Method and Processing

6.1 Refund Destination

• Original Payment Method: Refunds are issued to the original payment method
• Credit Cards: Refunds appear as credits on your card statement
• Expired Cards: Contact your bank if the original card has expired
• Closed Accounts: Bank may redirect refunds to your current account

6.2 Processing Times

• Stripe Processing: 5-10 business days for refund to be initiated
• Bank Processing: Additional 1-3 business days for bank processing
• International Cards: May take up to 14 business days
• Weekends/Holidays: Processing times may be extended during non-business days

6.3 Currency and Fees

• Original Currency: Refunds issued in the original payment currency
• Exchange Rates: Currency conversion rates may differ from original transaction
• Bank Fees: Your bank may charge fees for international refunds
• Processing Fees: Kilo does not charge additional fees for refunds

7. Dispute Resolution

7.1 Refund Disputes

• Appeal Process: Denied refund requests can be appealed within 30 days
• Additional Documentation: Provide any additional evidence for your case
• Management Review: Appeals are reviewed by senior management
• Final Decision: Appeal decisions are final and binding

7.2 Chargeback Prevention

• Contact First: Always contact us before initiating a chargeback
• Faster Resolution: Direct contact often resolves issues more quickly
• Account Protection: Chargebacks may result in account suspension
• Documentation: We maintain detailed records of all transactions

7.3 Legal Remedies

• Arbitration: Disputes may be subject to binding arbitration
• Governing Law: Refund disputes governed by applicable jurisdiction law
• Class Action Waiver: Individual disputes only, no class action lawsuits