Requesting a refund

While we don't offer automatic refunds, we review requests on a case-by-case basis.

Refund policy

We may issue refunds for:

• Billing errors or duplicate charges
• Unauthorized charges
• Technical issues preventing app use
• First subscription within 7 days (one-time courtesy)
• Subscription not cancelled properly

We typically don't refund:

• Partial month usage
• Change of mind after 7 days
• Voluntarily cancelled subscriptions
• Accounts with policy violations

Eligibility criteria

7-day money-back guarantee

• First-time subscribers only
• Within 7 days of initial charge
• One-time per customer
• Must not have violated terms

Billing errors

• Duplicate charges
• Wrong amount charged
• Continued charges after cancellation
• Unauthorized account access

Technical issues

• App completely unusable for 7+ days
• Documented support attempts
• Issue not resolved
• On our end (not device/network issues)

How to request a refund

Step 1: Gather information

Before contacting support, have ready:

• Account email address
• Transaction date and amount
• Transaction ID (from invoice)
• Reason for refund request
• Supporting documentation

Step 2: Contact support

Email: billing@kivly.org

Include:

• Subject: "Refund Request - [Your Name]"
• Account email
• Transaction details
• Detailed explanation
• Screenshots if applicable

Or use contact form: Contact Support → Select "Billing" category

Step 3: Review process

• Support team reviews within 2-3 business days
• May request additional information
• Decision communicated via email
• If approved, refund processed within 5-10 days

Refund processing

Timeline:

• Review: 2-3 business days
• Approval notification: Same day as decision
• Refund processing: 1-2 business days
• Appearance in account: 5-10 business days

Method:

• Issued to original payment method
• Cannot redirect to different card/account
• Credit card refunds appear as credit on statement
• PayPal refunds to PayPal balance

Partial refunds

Prorated refunds generally not available for:

• Mid-month cancellations
• Voluntary downgrades
• Switching billing cycles

Exceptions:

• Extended service outages (over 7 days)
• Significant feature removal
• Policy changes materially affecting service

Alternative to refunds

Account credit

Instead of refund, we may offer:

• Credit toward future subscription
• Extended subscription period
• Upgraded features
• Discounted renewal

Service recovery

For technical issues:

• Extended support
• Beta feature access
• Priority bug fixes
• Personalized troubleshooting

Disputing a charge

If you don't recognize a charge:

1. Check all email accounts for receipts
2. Ask family members about shared accounts
3. Review all payment methods
4. Contact support before disputing with bank

Chargeback policy:

• Contact us first before filing chargeback
• Chargebacks may result in account suspension
• We'll work with you to resolve issues
• Most issues resolved without chargebacks

Common scenarios

"I forgot to cancel"

• Not typically eligible for refund
• We send renewal reminders
• Cancellation prevents future charges
• May offer courtesy credit in rare cases

"I didn't use the service"

• Not eligible for refund
• Subscription is access-based, not usage-based
• Consider cancelling to avoid future charges

"Technical issues"

• Must be documented with support
• Refund for extended outages only
• Device-specific issues not covered
• Network/carrier issues not covered

"Changed my mind"

• Eligible within 7 days (first subscription only)
• Beyond 7 days, typically not eligible
• Free trial available to test before committing

Preventing future issues

To avoid unwanted charges:

• Set calendar reminder for renewal date
• Enable email notifications
• Review subscription settings monthly
• Cancel unwanted subscriptions promptly
• Keep payment method current

To avoid technical issues:

• Update app regularly
• Check system requirements
• Test during free trial
• Contact support early

Questions about refunds?

Before requesting:

• Review our cancellation policy
• Check billing FAQ
• Understand subscription terms

Need help:

• Contact billing support
• Payment issues
• Subscription management

We're here to help resolve issues fairly!