Kelola.co

Refund Policy

Your satisfaction is our priority. Please review our refund policy below.

Effective Date: September 10, 2025

At Kelola.co ("Kelola", "we", "our", or "us"), we strive to provide excellent inventory management services and ensure customer satisfaction. This Refund Policy explains our refund procedures for subscriptions purchased through different platforms.

Important: Refund policies and procedures vary depending on where you purchased your subscription. Kelola does not directly process payments or refunds. All payment processing and refunds are handled by the platform through which you subscribed.

1. Platform-Specific Refund Policies

1.1 Google Play Store (Android)

For subscriptions purchased through Google Play Store:

  • Refund Window: Google Play offers a 48-hour refund window for subscription purchases. After 48 hours, refunds are at Google's discretion.
  • How to Request:
    1. Visit Google Play Order History
    2. Find your Kelola subscription
    3. Select "Report a Problem"
    4. Choose the appropriate issue and submit your request
  • Processing Time: Google typically processes refunds within 48 hours, though it may take up to 4 business days for the refund to appear in your account.

Note: Google Play's refund policy is subject to change. Please refer to Google Play's official refund policy for the most current information.

1.2 Apple App Store (iOS)

For subscriptions purchased through Apple App Store:

  • Refund Policy: Apple handles all billing and refunds for iOS subscriptions. Refunds are granted at Apple's sole discretion.
  • How to Request:
    1. Visit reportaproblem.apple.com
    2. Sign in with your Apple ID
    3. Find your Kelola subscription
    4. Click "Report a Problem" and follow the prompts
  • Alternative Method: You can also request a refund through:
    • Settings → [Your Name] → Media & Purchases → View Account → Purchase History
    • Apple Support app on your device
  • Processing Time: Apple typically responds within 48 hours, with refunds appearing within 5-10 business days if approved.

Note: Apple's refund policy is subject to change. Please refer to Apple's official refund policy for the most current information.

1.3 Paddle (Web and Desktop)

For subscriptions purchased through Paddle:

  • Refund Window: We offer a 30-day money-back guarantee for first-time subscribers purchasing through Paddle.
  • How to Request:
    1. Email our support team at halo@kelola.co
    2. Include your order number or email used for purchase
    3. Provide a reason for your refund request (optional but helpful)
  • Alternative Method: Use the customer portal link in your Paddle receipt email to manage your subscription and request refunds.
  • Processing Time: We review refund requests within 2 business days. Once approved, Paddle processes the refund within 5-10 business days.

Note: As Paddle acts as our Merchant of Record, they handle all payment processing and comply with local consumer protection laws.

2. General Refund Guidelines

2.1 Eligibility for Refunds

You may be eligible for a refund if:

  • You experience technical issues that prevent you from using the service
  • You were charged incorrectly or multiple times
  • You cancelled your subscription but were still charged
  • The service does not perform as advertised
  • You are within the platform-specific refund window

2.2 Non-Refundable Situations

Refunds are generally not provided for:

  • Change of mind after the refund window has expired
  • Failure to cancel subscription before renewal
  • Non-usage of the service (unless due to technical issues on our end)
  • Violations of our Terms of Service resulting in account suspension
  • Partial month usage (subscriptions are billed in full monthly/annual cycles)

2.3 Prorated Refunds

We generally do not offer prorated refunds for partial billing periods. When you cancel a subscription, you retain access to the service until the end of your current billing period.

3. Free Trial and Promotional Offers

3.1 Free Trial Period

  • If you cancel during a free trial period, you will not be charged
  • Cancel at least 24 hours before the trial ends to avoid charges
  • Free trials are limited to one per user/account

3.2 Promotional Pricing

  • Promotional prices are valid only for the specified period
  • Regular pricing applies after the promotional period ends
  • Refunds for promotional subscriptions follow the same policies as regular subscriptions

4. Cancellation vs. Refund

It's important to understand the difference:

Cancellation:

  • Stops future charges
  • You retain access until the end of the current billing period
  • No refund for the current period
  • Can be done anytime through the respective platform

Refund:

  • Returns money for charges already made
  • May result in immediate loss of access
  • Subject to platform-specific policies and time limits
  • Requires a refund request through the appropriate channel

5. How to Cancel Your Subscription

To avoid future charges, you can cancel your subscription at any time:

5.1 Google Play Store

  1. Open Google Play Store app
  2. Tap Menu → Subscriptions
  3. Select Kelola subscription
  4. Tap "Cancel Subscription"

5.2 Apple App Store

  1. Go to Settings → [Your Name] → Subscriptions
  2. Select Kelola subscription
  3. Tap "Cancel Subscription"

5.3 Paddle

  1. Click the "Manage Subscription" link in any Paddle receipt email
  2. Or email halo@kelola.co with your cancellation request

6. Special Circumstances

6.1 Service Discontinuation

If we discontinue the Kelola service entirely, we will provide pro-rated refunds for any unused portion of prepaid subscriptions.

6.2 Extended Outages

For service outages lasting more than 72 consecutive hours due to issues on our end, we may offer service credits or refunds at our discretion.

6.3 Account Termination

If we terminate your account for violating our Terms of Service, you are not eligible for a refund of any fees paid.

6.4 Price Changes

If we increase subscription prices, existing subscribers will be notified at least 30 days in advance. You may cancel before the price change takes effect.

7. Regional Considerations

7.1 European Union

EU consumers have a 14-day cooling-off period for digital purchases. However, this right is waived when you start using the service immediately after purchase with your explicit consent.

7.2 Other Jurisdictions

Local consumer protection laws may provide additional refund rights. We comply with all applicable local laws regarding refunds and cancellations.

8. Dispute Resolution

If your refund request is denied by the platform provider and you believe this decision was made in error:

  1. Contact Our Support: Email us at halo@kelola.co with your order details and explanation
  2. Provide Documentation: Include any relevant screenshots, receipts, or correspondence
  3. Allow Processing Time: We will review your case within 5 business days
  4. Escalation: If needed, we can advocate on your behalf with the platform provider

For Paddle purchases, as they act as our Merchant of Record, they handle dispute resolution directly in compliance with local regulations.

9. Contact Information

For refund-related inquiries or assistance:

  • Refund Requests (Paddle only): halo@kelola.co
  • General Support: halo@kelola.co
  • Billing Questions: halo@kelola.co
  • Website: https://kelola.co

When contacting us, please include:

  • Your account email address
  • Order/Transaction ID
  • Platform where you made the purchase
  • Date of purchase
  • Reason for refund request

10. Frequently Asked Questions

Q: I forgot to cancel my subscription and was charged. Can I get a refund?

A: Refund eligibility depends on the platform and timing. Submit a refund request through the appropriate platform as soon as possible. For Paddle purchases, contact us within 30 days.

Q: How long does it take to receive a refund?

A: Processing times vary by platform: Google Play (2-4 days), Apple (5-10 days), Paddle (5-10 days after approval). Your bank may take additional time to reflect the refund.

Q: Can I get a partial refund if I only used the service for part of the month?

A: We generally don't offer prorated refunds. Subscriptions are billed in full cycles, and you retain access until the end of your billing period even after cancellation.

Q: What happens to my data if I get a refund?

A: Your data remains available for 30 days after account closure, allowing you to export it. After 30 days, data may be permanently deleted per our data retention policy.

Q: Can I switch between platforms (e.g., from Google Play to Paddle)?

A: Yes, but you'll need to cancel your subscription on one platform and resubscribe on another. We cannot transfer subscriptions between platforms.

11. Policy Updates

We may update this Refund Policy from time to time to reflect changes in our practices, platform policies, or legal requirements. We will notify users of any material changes through:

  • Email notification to registered users
  • In-app notifications
  • Updates on our website

The updated policy will be effective immediately upon posting unless otherwise specified.

⚠️ Important Notice

This refund policy is subject to the terms and conditions of the platform through which you purchased your subscription. Platform policies take precedence over this policy where applicable. Always refer to the specific platform's refund policy for the most accurate and up-to-date information.

Last Updated: September 10, 2025
Version: 1.0
Effective Date: September 10, 2025