Refund policy

This policy applies to the Basic, Go, Pro and Max plans and to top-ups bought at checkout. It forms part of our Terms of Service. Enterprise agreements set their own payment and refund terms.

Nothing in this policy limits rights you have under the consumer protection law of the country where you live.

Every plan is a monthly subscription, charged in advance at the start of each period in US dollars, with tax added at checkout. There are no yearly plans, so you never prepay for more than one month. Each plan includes usage up to its price, and unused usage does not roll over to the next period.

An owner or admin with billing access can cancel from Billing in the app at any time. Cancelling stops the next renewal: the plan stays active until the end of the period you have paid for, and you can resume it before then.

Cancelling does not refund the current period, except as section 4 allows. If you cancel during the Basic trial, you are not charged.

Within 14 days of your organization’s first payment for a plan, you can ask us to refund the unused share of that first period. If you started with the Basic trial, the 14 days start on the first payment after the trial ends.

The unused share is the smaller of these two:

• the share of the period’s days still to run, and
• the share of the period’s included usage still unused.

For example, on Go at $100 a month, you ask 6 days into a 30-day period, with 24 days still to run. If you have used half of the included usage, the refund is $50. If you have used a tenth of it, the refund is $80.

When we issue a refund under this section, the subscription ends at the same time. This applies once per organization, to its first purchase only. Later periods are not refundable, unless the law requires it or we decide otherwise, for example after a failure on our side.

We do not refund usage that has been consumed: included usage used by scans, re-checks and fixes, and on-demand usage paid from your balance.

Top-ups add prepaid balance to your organization. A top-up is not refundable once any of it has been used; you can ask for a refund of an unused top-up within 14 days of buying it.

An upgrade takes effect at once and charges the prorated difference for the rest of the current period. A downgrade takes effect at the next renewal, and the current period is not refunded.

Upgrading during the Basic trial ends the trial and charges the new plan at once. That payment is your first payment under section 4.

Write to us through the contact page or at info@kelrova.com, from the email address of an owner or admin of the organization. Please include:

• the organization’s name;
• the email address used at checkout;
• the order or invoice number from your receipt; and
• what you would like refunded.

We confirm the amount with you and, once it is approved, the refund is issued through Polar to your original payment method, together with the tax charged on it. Your bank may take several business days to show it.

Please talk to us before disputing a charge with your bank; most billing problems are faster to fix directly.

Polar is the merchant of record for Kelrova purchases. It processes payments, calculates and collects VAT or sales tax, and issues invoices and receipts, so your statement and receipts may show Polar as the seller. Polar’s buyer terms also apply to your purchase, and Polar may handle a refund request directly where its terms provide for it.

We may update this policy and will show the new effective date at the top. A change does not apply to payments made before it takes effect.

Questions about refunds or billing: email info@kelrova.com, use the contact page, or write to Sinan Büyükbayrak (Kelrova), Istanbul, Turkey.