In short
Your first payment comes with a 14-day money-back promise: the first year or the first month of your plan. Ask within 14 days of that payment and we refund it in full; we only need to know which payment it is.
Later payments and renewals are not refunded once their period has started, except for outage credits; charges made by mistake are always refunded in full. You can cancel at any time and keep access until the end of the period you paid for. The trial is free, so there is nothing to refund.
14 days money-back on your first payment
We refund your first payment in full if you ask within 14 days of it. This covers:
- the first year of your plan, on annual billing
- the first month of your plan, on monthly billing
We do not ask why. We only need to identify the payment (see "How to ask"). The 14 days count from the day of the payment, also when you paid during the free trial.
After the refund the paid plan stops and the account becomes read-only, so you can still export your data.
The promise covers the first payment only; later payments follow the rules below.
A period that has started
When you pay for a year or a month, the service is yours for that period. Apart from the 14-day money-back on your first payment, a period that has started is not refunded: if you cancel during it, the service continues until the period ends and no part of the payment is returned.
Cancelling stops the renewal, so nothing more is charged. To avoid paying for a period you will not use, cancel from the Billing page before it renews.
When the service was unavailable
If the service was unavailable for more than 24 hours in total within one billing month — as measured by our own monitoring, not counting your internet connection, your equipment, or maintenance we announced ahead — you are entitled to a pro-rata credit: the monthly price divided by 30, for each full day the service was unavailable. On annual billing the monthly price is the yearly price divided by 12.
The credit is applied to your next invoice. If you leave the service instead, we refund it the way you paid.
The free trial
The 14-day trial costs nothing and asks for no card, so there is nothing to refund. If you choose and pay for a plan during the trial, you do not lose the trial days you have left: the paid period starts when the trial ends. The 14-day money-back still counts from the day of the payment.
Charges made by mistake
A duplicate charge, a charge after you cancelled, or an amount that does not match your plan is refunded in full as soon as we confirm it.
How a refund is paid
- A card payment is refunded to the same card through Stripe. Stripe sends it at once; your bank usually shows it within 5 to 10 working days.
- A bank transfer payment is refunded to the same account it came from. We never refund to a different account or to a different person.
How to ask
Write to hello@kluvan.com from the owner's e-mail address of the account, with the organisation's name and the invoice number (from the Billing page), or use the Support page inside the app. We answer within 5 working days, and we may ask for the transfer receipt when a bank payment is involved.
Contact
BytesGlue Software Services and Solutions FZCO (Trade licence no. 44334, TRN 104978379600003), Dtec G-1B, Nadd Hessa, Dubai Silicon Oasis, Dubai, United Arab Emirates. Refund requests: hello@kluvan.com. Support: WhatsApp +1 (650) 442-5630, kluvan.com and the Help page inside the app.