Billing frequently asked questions
Billing frequently asked questions
Quick answers to your most common billing questions.
General Billing
When am I charged? You're charged on your billing cycle date (the day you subscribed or upgraded). Monthly plans renew each month on this date, annual plans renew yearly.
What payment methods do you accept? Credit/debit cards (Visa, MasterCard, Amex, Discover), PayPal, Apple Pay, Google Pay, and bank transfer for annual plans.
Can I get a receipt? Yes! Access invoices in Settings → Subscription & Billing → Billing History.
Do you charge sales tax? Sales tax is applied based on your billing address where required by law.
Free Trial
How long is the free trial? 14 days for Premium and Premium Plus plans.
Do I need a credit card for the trial? No credit card required! Just sign up and start your trial.
What happens when trial ends? You can choose to subscribe or revert to the Free plan. No automatic charges without your consent.
Can I cancel during the trial? Absolutely! Cancel anytime with no charges.
Subscription Changes
Can I upgrade mid-month? Yes! You'll be charged a prorated amount for the current period plus the full amount for the new plan.
What happens if I downgrade? You keep access to your current plan until the billing period ends, then switch to the lower tier.
Can I switch between monthly and annual? Yes! Change in your subscription settings. The new billing cycle starts after your current period ends.
Charges & Refunds
Why was I charged more than the plan price? Additional charges might be sales tax/VAT based on your location. Check your invoice for a breakdown.
How do I request a refund? Contact support with your reason. Refunds considered for billing errors, technical issues, or within 7 days of first subscription.
How long do refunds take? Refunds process within 5-10 business days to your original payment method.
What's your refund policy? We don't offer prorated refunds for subscription cancellations, but we do refund billing errors and qualifying circumstances.
Payment Issues
My payment failed. What now? Update your payment method in Settings. We'll automatically retry the charge. Contact support if issues persist.
I was charged twice! Contact support immediately with transaction details. Double charges are refunded within 48 hours.
My card was declined. Why? Common reasons: expired card, insufficient funds, or bank security block. Contact your bank or try a different payment method.
Annual Subscriptions
Can I get a refund if I cancel an annual plan? We don't typically offer prorated refunds, but contact support to discuss your situation.
When does annual subscription renew? Exactly one year from your purchase date. We'll email a reminder 7 days before renewal.
Can I switch from annual to monthly? Yes, but the change takes effect after your annual period ends.
Discounts
Do you offer student discounts? Yes! Verify your student status for 50% off Premium plans. Email support@kivly.org with your .edu email.
Are there corporate discounts? Yes! Contact corporate@kivly.org for team and enterprise pricing.
Can I use multiple discount codes? No, only one discount code per subscription.
International Billing
What currency do you charge in? All charges are in USD. Your bank handles currency conversion.
Are there foreign transaction fees? Depends on your bank. Check with your financial institution.
Do you charge VAT? Yes, for EU countries based on your location.
Account & Billing
What happens to billing if I delete my account? Active subscriptions are cancelled, and you won't be charged again. Refunds follow our standard policy.
Can I transfer my subscription to another account? No, subscriptions are tied to specific accounts and non-transferable.
How do I update my billing address? Go to Settings → Payment Methods → Edit billing information.