Our baseline principle is simple: if KavaCore has not started the purchased service and no non-recoverable cost has been incurred, we will generally refund the prepaid amount. Once work, reserved capacity, or product access has begun, refund treatment depends on what was delivered and the applicable agreement.
This public policy applies unless a signed agreement, order form, statement of work, data processing addendum, or product-specific terms expressly provide otherwise.
Services not started
If you cancel before KavaCore begins the purchased service, and before KavaCore incurs non-recoverable third-party costs or reserves non-cancellable capacity specifically for the engagement, you may request a refund of prepaid fees for the unstarted service.
Services not delivered as agreed
If KavaCore fails to provide a paid service that it was obligated to provide, we will work in good faith to cure the issue, provide a replacement or rescheduled service, issue a service credit where applicable, or refund the affected undelivered portion as appropriate under the agreement and law.
Work already performed
Fees attributable to work already performed, delivered milestones, consumed usage, reserved capacity, approved expenses, completed setup, or non-recoverable third-party costs are generally non-refundable unless the applicable agreement or law requires otherwise.
Subscriptions
You may cancel a recurring subscription to stop future renewal. Amounts for a billing period in which access or service has already been provided are generally non-refundable, except for duplicate charges, a material failure to provide the purchased service, an express product guarantee, or where law requires a refund.
Duplicate or erroneous charges
Verified duplicate or erroneous charges will be corrected or refunded.
How to request a refund
Email [email protected] with the customer name, invoice or transaction identifier, service or subscription, reason for the request, and relevant details. We may request reasonable information needed to verify the transaction and determine eligibility.
Processing
Approved refunds are returned to the original payment method when practical. Bank and payment-provider processing times are outside KavaCore’s control.
Signed agreements control
A signed MSA, SOW, order form, product plan, promotional offer, or other specific agreement may provide different cancellation, credit, or refund terms and controls for that purchase.