Refund Policy

1. Overview

Kairos utilizes Paddle as our Merchant of Record (MoR) for all billing transactions. This means that Paddle acts as the legal reseller of our services, handling all payment processing, tax compliance, and invoicing. As such, all payments are securely processed by Paddle, and they are responsible for adhering to international payment regulations.

2. Subscription Plans & Billing Cycle

We offer subscription plans on either a monthly or annual billing cycle. Unless otherwise specified, all plans automatically renew at the end of their respective billing cycle to ensure uninterrupted service. Charges will appear on your bank or credit card statement as originating from "PADDLE.NET* KAIROS" or a similar identifier provided by our Merchant of Record.

3. Free Plan

Our Free plan is provided at no cost. Since no charges are incurred while on the Free plan, no refunds are applicable or possible.

4. Cancellation Policy

You can cancel your active subscription at any time by navigating to your account's Billing settings. Upon cancellation, your subscription will not auto-renew. You will continue to have full access to your paid features until the end of your current billing period. Once the period ends, your account will be downgraded to the Free tier. By default, we do not issue partial refunds for unused time if you cancel before the end of your billing cycle.

5. Refund Eligibility

Refunds may be granted under the following exceptional circumstances:

• Duplicate charges for the same subscription period.
• Unauthorized transactions made without your consent.
• The Kairos service being materially unavailable or suffering from critical technical failures for an extended period.
• Being charged after successfully canceling your subscription prior to the renewal date.
• Within the 14-day cooling-off period for your initial subscription purchase, in accordance with EU consumer rights laws (where applicable).

6. Non-Refundable Scenarios

We generally do not offer refunds in the following situations:

• Change of mind after the initial 14-day period.
• Failure to cancel a subscription prior to its auto-renewal date.
• Unused subscription time resulting from a lack of active usage.
• Dissatisfaction with the subjective quality of AI-generated output or monitoring results.
• Downgrading a plan in the middle of a billing cycle (credits will be applied pro-rata instead).

7. How to Request a Refund

To request a refund, please email our support team at support@usekairos.cloud. Ensure you include the following information to expedite your request: your account email address, the transaction ID (found on your receipt), the date of the charge, and a detailed reason for the refund request. We aim to review and respond to all inquiries within 5-10 business days.

8. Refund Processing

Approved refunds will be processed by Paddle and issued back to the original payment method used for the purchase. Please allow 5-10 business days for the funds to appear in your account, depending on your bank or credit card provider. Currency fluctuations and exchange rates are outside of our control and may affect the final refunded amount if purchasing in a non-USD currency.

9. Plan Changes & Downgrades

When changing your plan or downgrading from an annual to a lower tier, the change will typically take effect at your next billing cycle. In certain cases, a pro-rated credit may be added to your account for future billing cycles, rather than a direct refund to your payment method.

10. Chargebacks

If you have an issue with a charge, please contact our support team first to resolve the matter before initiating a chargeback with your bank. Unwarranted chargebacks can result in immediate account suspension and a permanent ban from using the Kairos platform.

11. Changes to This Policy

We reserve the right to update this Refund Policy at any time. If we make material changes, we will notify you by updating the "Last updated" date at the top of this page or by sending an email to the address associated with your account.

12. Contact

If you have any questions or require assistance regarding this policy, please reach out to us at support@usekairos.cloud.