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Version 1.0 — SaaS subscription framework. This document is not legal advice.
This Refund and Cancellation Policy (“Policy”) explains how Kitebots handles subscription cancellations and refund requests. By subscribing to a paid plan, you agree to this Policy as part of our Terms of Service.
This document is provided for informational purposes. We recommend reviewing it before subscribing. Where local consumer-protection laws grant you additional rights, those rights apply in addition to anything stated below.
Kitebots is a software-as-a-service (SaaS) product sold on a recurring subscription basis. We currently offer monthly and annual billing cycles across our Starter, Pro, and Enterprise tiers.
All subscriptions auto-renew at the end of each billing period using the payment method on file, until you cancel.
You can cancel your subscription at any time from your billing dashboard inside the Kitebots app. Cancellations take effect at the end of your current billing period — you continue to receive all paid features until that date.
After your billing period ends, your account is automatically moved to the Free plan. Your data, agents, training material, and conversation history are retained — only paid limits and features are removed.
You can resubscribe at any time and your existing setup picks up where it left off.
Monthly subscription fees are non-refundable. When you cancel a monthly plan, you continue to have full access until the end of the current month, but the most recent monthly charge is not refunded.
Exception — first-time billing errors: if you were charged a monthly fee in error (for example, a duplicate charge or a charge after a confirmed cancellation), contact us within seven (7) days of the charge and we will issue a full refund of the affected charge after verification.
Annual subscriptions include a 14-day refund window. If you cancel within fourteen (14) days of the initial annual charge or the most recent annual renewal charge, you may request a full refund of that annual charge.
After the 14-day window, annual subscriptions are non-refundable for the current year. Your subscription will not auto-renew once you cancel, but the unused portion of the current year is not refunded.
To request a refund, email support@kitebots.com from the email address associated with your Kitebots account. Include your subscription ID (visible on your billing dashboard) and a brief description of the reason for the request.
We aim to acknowledge refund requests within two (2) business days and to process eligible refunds within seven (7) business days of approval. Refunds are returned to the original payment method.
Currency conversion losses, foreign exchange fees, and bank charges levied by your card issuer are not refundable by Kitebots and remain subject to your card issuer’s policies.
If a verified, prolonged outage of the Kitebots service prevents you from using the platform for a continuous period exceeding twenty-four (24) hours within a single billing cycle, contact us and we will, at our discretion, either credit a prorated portion of the affected billing cycle to your next invoice or issue a partial refund of the affected period.
Service-credit requests must be submitted within thirty (30) days of the incident.
Refunds are not provided for: (i) changes of mind after the refund window has closed, (ii) failure to use the Service or the features included in your plan, (iii) accounts suspended or terminated for violation of the Acceptable Use Policy or Terms of Service, (iv) usage-based fees or one-time add-ons that have already been consumed, or (v) third-party fees not collected by Kitebots.
If you believe a charge is incorrect, please contact us first at support@kitebots.com so we can investigate and resolve the issue. Initiating a chargeback with your card issuer without first contacting us may result in immediate suspension of your account while the chargeback is reviewed.
We may update this Refund and Cancellation Policy from time to time. Material changes will be communicated through the app or by email at least seven (7) days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Policy.
Refund or cancellation questions: support@kitebots.com
General support: support@kitebots.com
Website: https://kitebots.com