Refund Policy

2. What you are charged

• You are charged what the payment link shows when you pay: the package, the billing period and any discount. Nothing that is not on that screen.
• The amount on the link does not include taxes. Where VAT applies, Stripe's checkout adds it separately, before you pay, and you will see it in the total.
• No package includes trial days: the first charge happens when you pay the link. That is why the guarantee in section 5 exists.
• The annual plan is charged in full when you subscribe; the monthly plan, at the start of each month.

3. How to cancel

You cancel on your own, from inside the app: Settings → your subscription → "Cancel the subscription". We ask for the reason once, and cancelling does not depend on answering. You can also do it from "Manage billing", which opens Stripe's portal.

What happens when you cancel:

• Cancellation takes effect at the end of the period you already paid for, not immediately. You and your team keep access until that day.
• You are not charged again. We send you an email confirming it, with the end date and a one-click button to reactivate if you change your mind before then.
• Thirty days after access ends, if nobody reactivated, the radar and what the feed learned about your team are deleted. The account and the billing history are kept.
• Deleting the account is not the same as cancelling. Deleting it cancels the subscription immediately and the rest of the paid period is lost, with no prorated refund. If what you want is to stop paying, cancel; don't delete.

4. Refunds: the general rule

A period that has already started is not refunded on a prorated basis: when you cancel, you keep access until its last day. The exceptions are those in sections 5 and 6.

5. Your first charge: 14 days

If you ask for a refund within 14 calendar days of your first charge, we refund it in full, without asking why or how much you used kalu. It applies once per organization and only to the first charge, not to renewals. It works the same for monthly and annual plans: on the annual plan it is the main protection, because the whole year is charged up front.

Once refunded, the subscription is cancelled and access ends that same day.

6. What we always refund

• A duplicate or mistaken charge: in full, within 5 business days of us detecting it or you telling us.
• A charge after you cancelled: in full.
• A kalu outage of more than 2 consecutive calendar days attributable to us: a credit proportional to the affected days on the next period, or a refund of those days if you prefer.

7. When there is no refund

• A change of mind after the 14 days following the first charge.
• Your team not having used the product.
• Account suspension for breaching the Terms of Service.
• Outages attributable to your network, your equipment or one of your providers.

8. If you purchase as a consumer

kalu is sold to businesses only. But if, in your particular case, you purchase as a consumer, the rights the law does not let you waive prevail over anything on this page: in Mexico, those under the Federal Consumer Protection Law before PROFECO; in the European Union and the United Kingdom, the fourteen days to withdraw from a distance contract. Nothing in this policy limits them.

9. Chargebacks: write to us first

If you see a charge you don't recognize, write to us first: it is almost always resolved the same day, and a chargeback takes weeks.

If a chargeback is opened without contacting us, access is suspended while the bank decides, and we provide the dispute with the purchase record, this policy and the usage record.

10. How to request a refund

Write to us at our contact email with:

• The account email and your organization's name.
• The date and amount of the charge, or the Stripe receipt number.
• What you are asking for and why, in one line.

We reply within 3 business days at most. If it applies, the refund goes back to the same payment method; how long it takes to show on your statement depends on your bank, usually between 5 and 10 business days.

11. Renewals and price changes

• The subscription renews automatically at the end of each period until you cancel it.
• Before each annual renewal we write to you twice: 45 days before, with the date and the amount, and 7 days before, with what will be charged, when and where to cancel.
• If the price goes up, we give you at least 30 days' notice. The new price applies from the next renewal, and you can cancel before then at no cost.

12. Contact

kalu is operated from Monterrey, Nuevo León, México. For any question about this policy, write to us at our contact email.