Refund Policy

This Refund Policy explains when you can cancel a Klevrio subscription and when a charge is refunded. It applies to subscriptions for Klevrio customer support software sold by Klevrio (“Klevrio”, “we”).

Checkout is provided by Paddle.com Market Limited and its affiliates (“Paddle”). Paddle is the merchant of record and the reseller of the subscription. Paddle’s own refund rules and any non-waivable consumer rights also apply. If those rights are broader than this policy, the broader right applies.

1. What you are buying

Klevrio is a recurring subscription billed per agent. The plans and prices published on klevrio.com are:

• Starter — $15 per agent per month, or $12 per agent per month billed annually.
• Growth — $29 per agent per month, or $24 per agent per month billed annually.
• Business — $49 per agent per month, or $39 per agent per month billed annually.

Tax is added at checkout when it applies. The charge covers the Klevrio workspace for the seats and the billing period you selected. It does not cover refunds you choose to give your own customers.

2. Trials

When Klevrio offers a free trial, the trial is 14 days. A payment method is collected at checkout and no charge is taken until the trial ends. Cancel before the trial ends and you pay nothing. If you do not cancel, the first subscription charge is taken when the trial ends, and the 14-day refund window in section 4 starts on that charge.

3. Cancellation

You can cancel at any time:

• in the app, under billing settings; or
• from the Paddle customer portal, using the “Manage subscription” link in your Paddle receipt, or at paddle.net.

Cancellation takes effect at the end of the current billing period. You keep access until that date, and no further renewal is charged. Canceling does not, by itself, refund a charge already taken. Refunds follow section 4.

4. 14-day refund

Email us within 14 days of the initial subscription charge, or within 14 days of the charge that ends a free trial, and we will refund that charge in full. You do not have to give a reason.

Where the law gives consumers a withdrawal right (including the 14-day withdrawal right in the EU, EEA, Switzerland, and the United Kingdom, and shorter rights in other countries), you can also exercise it through Paddle. An eligible EU consumer can use the withdrawal option in the Paddle customer portal. UK and other consumers can request the refund from Paddle at paddle.net or from us. The request must be made within the period that law allows.

If a refund is approved, access to the paid workspace ends when the refund is processed. Refunds are sent to the original payment method by Paddle, usually within 14 days of approval. Your bank may take additional time to show the credit.

5. After 14 days

After the 14-day window, subscription fees already paid are not refunded, except:

• the service has a material defect that keeps you from using the features described for your plan, you contacted us, and we cannot fix it in a reasonable time; or
• a non-waivable law requires a refund.

You can still cancel at any time so that the subscription does not renew. For an annual plan, canceling stops the next yearly charge. The current year is not refunded after the 14-day window, unless one of the exceptions above applies. In the United Kingdom, an annual subscription also has a new 14-day withdrawal period when it auto-renews, under Paddle’s buyer terms.

6. Plan changes and seats

Upgrades, downgrades, and changes to the number of agents are prorated by Paddle. A prorated credit is applied to the subscription. It is not paid out as cash unless a separate refund under this policy is approved.

7. How to request a refund

Email support@klevrio.com from the address on the workspace, and include:

• the account email;
• the Paddle receipt or transaction number, if you have it;
• whether you want a refund, a cancellation, or both.

You can also submit the request to Paddle from the link in your receipt or at paddle.net. We reply within two business days. If we approve the refund, Paddle returns the funds. We do not ask you to ship anything; Klevrio is software.

8. Chargebacks

If a charge is wrong or you cannot access the product, contact us or Paddle before asking your bank to reverse it. A chargeback can suspend access while the bank reviews the dispute. This does not limit rights you have under card-scheme rules or consumer law.

9. Contact

Klevrio
Refunds and cancellations: support@klevrio.com