Refund Policy

1. Overview

This Refund Policy applies to fees paid directly to Kite Systems, Inc. for Kite subscriptions, usage, and related cloud services. It forms part of our Terms of Service. If an order form or other written agreement signed by Kite contains different refund terms, that agreement controls for the services it covers. Nothing in this Policy limits refund or cancellation rights that cannot be waived under applicable law. The 14-day period begins on the calendar date the eligible charge is processed.

2. Subscriptions and renewals

• Subscription fees are charged in advance for the billing period selected at purchase.
• Each initial subscription charge and automatic renewal charge paid directly to Kite is eligible for a full refund if requested within 14 calendar days after that charge. No reason is required, subject to the fraud and abuse exception below.
• An approved refund ends the corresponding paid subscription and paid access immediately. You should export any Customer Data you need before requesting it.
• If you cancel without requesting a refund, cancellation normally takes effect at the end of the current paid billing period and prevents future renewals.
• After the 14-day period, we do not provide prorated refunds or credits for unused time, account inactivity, partial months, plan downgrades, or features you did not use.
• Trials and free plans have no subscription fee to refund. If a trial converts to a paid plan, the price and billing date shown at enrollment apply.

3. Usage-based charges

Usage, overage, metered, and consumption-based fees are non-refundable once the corresponding resources or services have been consumed. You are responsible for monitoring usage, configuring available limits and alerts, securing credentials, and managing the activity of authorized users. Charges resulting from compromised credentials may be considered only if you notify us promptly and reasonably cooperate with our investigation; approval is not guaranteed.

If you believe usage was measured incorrectly, contact us within 30 days after the applicable invoice date and identify the disputed records. Undisputed amounts remain due. The 14-day guarantee applies to subscription fees, not separately billed usage that has already been consumed.

4. Refund eligibility

A subscription refund requested within the 14-day guarantee period is not discretionary and does not require a reason, provided the charge was paid directly to Kite and is not subject to the fraud and abuse exception below. Outside that period, we will issue a refund or billing correction when required by applicable law and may approve a full or partial refund, account credit, or other remedy in the following circumstances:

• you were charged more than once for the same purchase;
• the amount charged materially differs from the confirmed price or invoice;
• a charge was made after a cancellation that became effective before renewal;
• a paid Service was materially unavailable due solely to Kite for an extended period and no applicable service credit or service level agreement already provides the exclusive remedy; or
• Kite determines that exceptional circumstances justify a refund or credit.

After the 14-day guarantee period, refunds are generally not available for change of mind, failure to cancel on time, unused Services, dissatisfaction with announced or documented functionality, Customer configuration errors, third-party failures, violation of our Terms, suspension or termination for cause, currency conversion differences, bank fees, or taxes that have already been remitted and cannot be recovered.

Fraud and abuse exception

To the extent permitted by applicable law, Kite may deny a refund, including a request made within 14 days, when we reasonably determine after review that the account, charge, or request involves fraud, material misrepresentation, abuse of this Policy, or use of the Services for illegal activity or in material violation of the acceptable-use restrictions in our Terms of Service. Abuse may include repeatedly purchasing, substantially consuming the Services, and requesting refunds to avoid payment, or coordinating multiple accounts for the same purpose. We may suspend the account while investigating and may request information reasonably necessary to verify the request.

This exception does not limit non-waivable consumer rights and does not prevent the rightful payment-method owner from reporting or disputing a genuinely unauthorized charge. A denial under this exception does not authorize Kite to retain funds where applicable law requires their return.

5. How to request a refund

Email support@usekite.cloud within 14 calendar days after the eligible subscription charge. Requests concerning incorrect charges or other legal rights should be submitted within 30 days, unless applicable law allows more time. Include:

• your account and organization name;
• the account email address;
• the invoice number, charge date, amount, and currency;
• a clear explanation of the issue and requested resolution; and
• relevant supporting records, with complete payment card numbers removed.

Do not send passwords, API keys, full card numbers, or other sensitive credentials. We may request additional information reasonably necessary to verify the account, charge, or basis for the request.

6. Review and processing

We will approve a timely, eligible request under the 14-day guarantee after verifying the account and charge. We aim to provide an initial response within 10 business days. Requests outside the guarantee are reviewed individually and are at Kite's reasonable discretion unless a refund is legally required. An approved refund will generally be returned to the original payment method and in the original transaction currency. We may provide an account credit instead only with your agreement or where the original payment method cannot accept a refund and applicable law permits it.

Processing times after approval depend on the payment provider and financial institution and may take additional business days. Exchange-rate changes, intermediary fees, and bank processing are outside Kite's control. A refund under the 14-day guarantee cancels the corresponding paid subscription immediately. Other billing corrections do not necessarily cancel your subscription unless we tell you otherwise.

7. Third-party purchases

If you purchased Kite through a reseller, marketplace, app store, payment partner, or another third party that is the seller of record, its billing and refund policy applies. You must request the refund directly from that provider. Kite cannot issue refunds for funds it did not collect, but we may provide reasonable documentation to support your request.

8. Chargebacks

Please contact us before initiating a payment dispute so we can investigate and attempt to resolve the issue. Filing a fraudulent or unjustified chargeback may result in account suspension, termination, collection of amounts lawfully owed, and recovery of permitted dispute fees. This does not restrict your right to dispute an unauthorized or incorrect charge with your payment provider.

9. Changes to this Policy

We may update this Policy prospectively to reflect changes in the Services, law, or billing practices. We will post the revised Policy and update its effective date. The version in effect when a charge was made will generally govern that charge, unless a later version is more favorable to you or applicable law requires otherwise.

10. Contact

For billing questions or refund requests, contact: