Legal · Kontracks

Refund & Cancellation Policy

Effective June 18, 2026 · Supplements the Kontracks Terms of Service.

This Refund & Cancellation Policy describes how to cancel a Kontracks subscription, what fees are refundable, and how refunds are processed. Capitalized terms not defined here have the meanings given in the Terms of Service.

1. Cancelling a subscription

You may cancel a Kontracks subscription at any time:

Self-service. In the application, go to Settings → Billing → Manage subscription and click "Cancel subscription". You will be asked to confirm. Cancellation is recorded immediately.
Email. Send a cancellation request from the administrator email address on the account to billing@kontracks.com. Include your account identifier or the email address used to log in.

You do not need a reason to cancel and we will not contact you to dissuade you (we may follow up once with a feedback request).

2. When cancellation takes effect

Monthly subscriptions. Cancellation takes effect at the end of the then-current billing month. The account remains active until that date, and you will not be billed for any subsequent month.
Annual subscriptions. Cancellation takes effect at the end of the prepaid annual term. The subscription will not auto-renew. To cancel and stop billing immediately mid-term, see Section 3 below.
Free trials. Cancel any time before the trial period ends. If you do not cancel before the trial ends, the subscription converts automatically to a paid plan at the price disclosed when you started the trial.

3. Refunds

3.1 Monthly subscriptions

Monthly fees are non-refundable once charged. Cancellation prevents future charges but does not entitle you to a refund of the current month. The Service remains available for the remainder of the paid month.

3.2 Annual subscriptions — 30-day money back

If you cancel an annual subscription within thirty (30) days of the start of the initial term, you are eligible for a full refund of the prepaid annual fee. Refund requests for cancellations after day 30, or for renewal terms, will not be granted except as required by law or as expressly permitted under the SLA or the Terms of Service.

3.3 Termination for cause

If you terminate the subscription for cause under Section 18.3 of the Terms (Kontracks' material uncured breach), Kontracks will refund prepaid, unused fees for the remaining portion of the Subscription Term, prorated to the effective date of termination.

3.4 Service-credit refunds

Service Credits earned under the SLA are applied to future invoices and are not refundable as cash, except where required by law.

3.5 Usage-based charges

Usage-based charges (SMS messaging, dedicated phone numbers, premium AI usage, storage overages, etc.) are non-refundable once incurred. We do not refund for unused portions of usage-based services after cancellation.

3.6 Add-ons and one-time purchases

One-time purchases (e.g., implementation services, data migration assistance, custom training) are non-refundable once delivered. If the deliverable has not been started, you may cancel and receive a full refund within seven (7) days of purchase.

4. Free plans

Kontracks does not currently offer a permanently free tier. From time to time we offer free trials of paid plans; the trial terms control. Beta access provided at no charge is governed by Section 6 of the Terms.

5. Chargebacks and disputes

If you initiate a chargeback or payment dispute with your card issuer for a charge you have not first attempted to resolve through Kontracks support, we may, in our discretion, (a) suspend the account pending resolution, (b) treat the dispute as a breach of Section 5 (Subscription plans & billing) of the Terms, and (c) condition reinstatement on payment of the disputed amount plus reasonable costs incurred.

We prefer to resolve issues directly. Please contact billing@kontracks.com first. We aim to respond within one business day.

6. Refund processing

Approved refunds are issued to the original payment method used to make the purchase. Refunds typically appear on your statement within five (5) to ten (10) business days of being issued by Kontracks, depending on your card issuer or bank. Refunds are issued in U.S. dollars; exchange rate differences resulting from a foreign-currency purchase are not Kontracks' responsibility.

7. Data after cancellation

For thirty (30) days after the effective date of cancellation (the "Data Export Period"), Customer Data remains accessible for export through the in-product export tools. After the Data Export Period, Customer Data is deleted, subject to backup-rotation lag and any legal-hold obligations, as described in the DPA.

Reinstating a cancelled account during the Data Export Period restores your data exactly as it was. After that window, restoration may not be possible — please export anything you want to keep before the window closes.

8. Statutory rights

Nothing in this policy excludes or limits any non-waivable statutory right you may have under applicable consumer-protection law in your jurisdiction. To the extent any provision of this policy is found to be inconsistent with such a right, that provision is modified to the minimum extent necessary to comply, and the remaining provisions continue in full force.

9. Changes

Kontracks may update this policy from time to time. Changes apply to renewals on or after the effective date of the update. Material changes will be notified to administrators on existing subscriptions at least thirty (30) days in advance.

10. Contact

Cancellation and refund requests: billing@kontracks.com
General support: support@kontracks.com