Kilo Refund and Cancellation Policy
This page explains, in plain English, how cancellation and refunds work at Kilo. It is a summary for convenience, not a separate agreement: the binding terms are Section 11 of the Terms of Service, and where this page and Section 11 differ, Section 11 controls. Defined terms (for example Customer, Services, Link) have the meanings given in the Terms.
Plain-English summary (non-binding). Subscriptions renew automatically until you cancel, and you can cancel any time - you keep what you paid for until the end of the period you already paid. As a general rule fees are not refundable, and we do not offer a satisfaction-based money-back guarantee. Two things override that: consumers keep their statutory cooling-off rights where the law gives them, and if we discontinue something you prepaid for, you get the unused part back pro-rata. Payments are handled by our merchant of record - we never see your card.
1. Cancelling
In short. Cancel whenever you like; it stops the next renewal rather than cutting off what you already paid for.
1.1 You can cancel a paid subscription at any time from Settings → Billing in the dashboard, or through the merchant of record's customer portal.
1.2 Cancellation stops the next renewal. Your plan stays active until the end of the period you have already paid for, and then the account returns to the free tier. See Terms Section 11.3.
1.3 Your Links keep working when a plan ends. Kilo does not delete Links or break QR Codes because a subscription lapsed; plan limits simply apply again, and Links above the free-tier allowance may be paused rather than deleted. See Terms Sections 9.3 and 9.4.
2. Refunds
In short. Generally no refunds, and no money-back guarantee - but the law and our own discontinuation promise both override that.
2.1 General rule. Except where this page or Terms Section 11 says otherwise, or where non-waivable law requires it, fees are non-refundable. There are no refunds or credits for partial periods, unused Links, downgrades, or features you did not use. See Terms Section 11.5.
2.2 No satisfaction guarantee. Kilo does not offer a "money-back guarantee" or a no-questions-asked trial refund. The free tier exists so you can evaluate the Services before paying, and we would rather you use it than buy on the strength of a refund promise.
2.3 Statutory cooling-off rights. If you are a consumer with a non-waivable right of withdrawal - for example under EU Directive 2011/83/EU, the UK Consumer Contracts Regulations 2013, or the Israeli Consumer Protection Law 5741-1981 - nothing here limits it. Two consequences follow from how digital services work:
- If you asked at checkout for your subscription to start immediately and then withdraw within the statutory window, your refund is reduced in proportion to the service already provided up to the moment you told us.
- Premium digital content you chose to receive immediately - animated QR exports, SVG and PDF exports, premium-template renders - is not refundable once supplied, where you consented to immediate supply and acknowledged losing the withdrawal right for that content.
See Terms Section 11.6 for the binding text.
2.4 If we discontinue something. If Kilo discontinues a paid Service, or permanently and materially reduces a paid feature you prepaid for (other than because of your breach), we refund the prepaid, unused portion pro-rata. See Terms Section 11.7.
2.5 Suspension for abuse or breach. If we suspend or terminate an account for breaching the Terms or the Acceptable Use Policy, no refund is due. See Terms Section 11.8.
2.6 Gifted and complimentary plans. Friends-and-family grants and other complimentary entitlements involve no payment and therefore no refund; they revert to the free tier when the granted period ends. See Terms Section 11.10.
3. Who processes the payment
In short. A third party sells and charges for the subscription, so refunds are issued by them, to the card you used.
3.1 Paid subscriptions are sold and processed by our payment provider acting as merchant of record. Card details are handled by them and never pass through or get stored by Kilo. See Terms Section 11.1.
3.2 Any refund we approve is issued by the merchant of record back to your original payment method. Timing depends on your bank or card issuer, and is outside Kilo's control.
3.3 The price charged is the one presented at checkout by the merchant of record. Prices shown inside the dashboard are indicative catalog values. See Terms Section 11.2.
4. Failed payments
In short. A failed charge does not delete anything - there is a grace period first.
4.1 If a renewal payment fails, we apply a grace period before paid features are affected, and we email you. See Terms Sections 9.3, 9.4, and 11.9.
4.2 During the grace period you can update your payment method through the merchant of record's portal, linked from Settings → Billing.
5. How to ask
In short. Email billing@kiloroutes.com. Tell us the account email and what happened.
5.1 To exercise a statutory withdrawal right, to claim a discontinuation refund, or to ask a billing question, cancel through the Services or contact billing@kiloroutes.com.
5.2 Include the email address on the account and, if you have it, the invoice or order reference from the merchant of record. We aim to answer billing mail within two business days.
5.3 If you believe a charge on your card is fraudulent or unauthorized, contact us before raising a chargeback - we can usually resolve it faster, and a chargeback may suspend the account while it is investigated.