This Refund and Cancellation Policy applies to Kelevo TMS subscriptions, renewals, cancellation requests, refunds, credits, failed payments, and disputes. It supplements theTerms of Service andSubscription and Billing Terms.
1. No-Card Trial
The 14-day no-card trial does not automatically convert into a paid subscription unless Customer completes Checkout and authorizes payment. If the trial expires without payment, access may move to a limited or read-only state until Customer starts a paid subscription.
2. How To Cancel
Customer may cancel a paid subscription through the billing page in Kelevo TMS, the Stripe Billing Portal when available, or by contacting info@kelevo.ai. If an account requires authentication to prevent unauthorized cancellation, Customer must authenticate or provide enough information for Kelevo TMS to verify authority over the account.
Kelevo TMS aims to provide an online cancellation path for subscriptions started online. A support request to cancel should include the account email, organization name, and any Stripe invoice or subscription reference available.
3. When Cancellation Takes Effect
Unless Kelevo TMS or Stripe shows a different effective date during the cancellation flow, cancellation takes effect at the end of the current paid billing period. Customer keeps paid access through the end of that period, subject to these Terms, security restrictions, and acceptable use requirements.
Kelevo TMS may also support immediate cancellation in specific cases, including fraud, abuse, security risk, chargeback, account closure, or a customer support request. Immediate cancellation may end paid access before the period ends.
4. Refund Policy
Subscription fees are non-refundable except where required by law or where Kelevo TMS confirms an erroneous duplicate charge, incorrect amount, or unauthorized charge caused by Kelevo TMS or its billing system. Canceling a monthly or annual subscription does not automatically create a prorated refund or credit for unused time.
Taxes, payment processing costs, and amounts already remitted or required to be remitted may be non-refundable unless required by law. Approved refunds are generally returned to the original payment method through Stripe.
5. Annual Subscriptions
Annual subscriptions are billed in advance for the annual term. Customer may cancel renewal for the next annual term, but the current annual term is non-refundable except where required by law or where Kelevo TMS confirms an erroneous duplicate, incorrect, or unauthorized charge.
6. Duplicate Or Incorrect Charges
If Customer believes a charge is duplicate, incorrect, unauthorized, or processed after a timely cancellation request, Customer should contact Kelevo TMS promptly atinfo@kelevo.ai. Kelevo TMS may request invoice IDs, Stripe receipts, subscription IDs, account email, organization name, and other information needed to investigate.
7. Failed Payments
If payment fails, Kelevo TMS or Stripe may retry payment, notify Customer, request updated payment information, suspend paid features, downgrade access, or cancel the subscription. Cancellation for failed payment does not waive amounts already owed.
8. Chargebacks And Payment Disputes
If Customer initiates a chargeback or payment dispute, Kelevo TMS may suspend or restrict paid access while the dispute is pending. Customer should contact Kelevo TMS first so the billing issue can be investigated directly. Chargebacks do not cancel future renewal obligations unless the subscription is also canceled.
9. Data After Cancellation
After cancellation, Customer may retain access through the end of the paid period unless the subscription is canceled immediately or access is restricted under the Terms. After paid access ends, Kelevo TMS may provide limited, read-only, export, or no access depending on product functionality, account status, legal obligations, and operational requirements.
Kelevo TMS may retain data for a reasonable period for backup, export, security, billing, accounting, tax, legal, audit, dispute, document-retention, and compliance purposes.
10. Contact
Cancellation and refund questions may be sent toinfo@kelevo.ai.