1. Our 30-day money-back guarantee
If this is the first time your account has ever been billed for a paid Kawze plan, you can request a full refund within 30 days of that first billing date. We'll refund the payment in full and downgrade your account to the Free tier - no questions asked.
The guarantee is counted from the date of your account's very first ever paid billing cycle, not from the start of your most recent subscription. It applies once per account: if you've already used it (on this or a previous subscription on the same account), later subscriptions are not eligible again, even if they're within 30 days of a fresh sign-up to a paid tier.
2. How to request a refund
If you're eligible, you'll see a "Request refund" option on the Billing page in your account dashboard. Requesting a refund there immediately cancels your subscription (rather than waiting until the end of the billing period) and downgrades your account to Free, since the guarantee is a full undo of the purchase. Refunds are issued back to your original payment method and typically appear within 5-10 business days, depending on your card issuer or bank.
You can also reach us at [email protected] if you'd rather request a refund by email, or run into any trouble with the dashboard option.
3. Your statutory right to withdraw
Separately from our voluntary 30-day guarantee, if you are a consumer contracting with us from the UK or EU, you have a statutory right to withdraw from a paid subscription within fourteen (14) calendar days of purchase without giving a reason, under the Consumer Contracts Regulations. This right does not apply once you have knowingly begun using paid features with your express consent before the fourteen-day period ends. Our 30-day guarantee is offered in addition to - and lasts longer than - this statutory right; it doesn't reduce or replace it.
4. Outside the guarantee window
Outside of the 30-day guarantee and the statutory withdrawal period above, subscription fees are non-refundable, including where you cancel, downgrade, or under-use your plan - you'll continue to have access to your paid tier until the end of the current billing period.
Purchased SMS credit top-ups are a separate one-off purchase (not a subscription) and are not covered by the 30-day subscription guarantee above. Instead, if you change your mind about an SMS credit purchase, you can request a full refund within 14 days of the purchase date, provided you haven't yet used any of the credits from that purchase. Once any credit from a given purchase has been used, that purchase is no longer eligible for a refund. Requests can be made from the Billing page in your account dashboard or by emailing [email protected].
5. Related policies
This Refund Policy forms part of our Terms and Conditions. See also our Data Retention Policy for what happens to your monitoring data if your account is downgraded or closed.
6. Contact
Questions about refunds or billing can be sent to [email protected].