Refund and Cancellation Policy

1. The short version

• Every new workspace gets a 7-day free trial with no card required. That is the time to decide whether Koltrix suits you.
• You can cancel a subscription at any time. It stays active until the end of the period you have already paid for, then does not renew.
• Fees are non-refundable, for monthly and annual plans alike, except in the cases in section 4 or where the law gives you a right we cannot exclude.

2. The trial

Because the trial lets you use Koltrix before you pay, we treat the decision to subscribe as an informed one. If you do not choose a plan by the end of the trial, nothing is charged and the workspace becomes read-only, as described in our Terms of Service.

3. Cancelling

• Cancel from Settings → Billing, or email [email protected]. Cancelling in the product is the only way to stop automatic renewal; deleting an email, removing a domain, or ceasing to use the service does not.
• Cancellation takes effect at the end of your current billing period. You keep full access until then. We do not pro-rate, and we do not refund the remainder of a month or a year you have already started.
• To avoid being charged for the next period, cancel before the renewal date shown in your billing settings. A renewal that has already been charged is not refundable.
• After a subscription ends, the workspace becomes read-only and, after the period set out in the Terms, its data is deleted. Export what you need first.

4. When we will refund

We will refund a charge in these cases:

• Billing error. You were charged twice for the same period, or charged an amount that does not match the price shown to you at checkout, because of a mistake on our side or our payment processor's. We will correct it.
• Required by law. A refund or cooling-off right applies to you under mandatory law where you live and cannot be excluded by contract.
• Our discretion. We may, entirely at our discretion, offer a refund or credit in an individual case. Doing so does not create a right to the same in any other case.

5. When we will not refund

Fees are not refundable for, among other things:

• a partly used month or year, or a change of mind after you have paid;
• seats, domains, addresses, storage or AI actions you did not use;
• downgrading or removing seats part-way through a period;
• a workspace we suspended or terminated for breach of the Acceptable Use Policy or the Terms;
• mail that was not delivered, was delivered to spam, or was bounced, including because of your domain's DNS, reputation or content;
• an outage or degradation of the service, or of a third party we rely on (we offer no service credits on self-serve plans);
• features that changed or were removed, or features you expected but which are not part of your plan;
• AI output that was inaccurate or unhelpful;
• an account that was closed or lapsed, or data that was deleted in line with the Terms;
• overage charges for usage that actually happened, and taxes that have already been remitted.

6. How to ask for a refund

1. Email [email protected] from the address on the account, within 7 days of the charge, with the workspace name, the date and amount, and why you think it qualifies under section 4.
2. We will reply within 3 business days.
3. If we approve a refund it goes to the original payment method through Dodo Payments, in the currency you paid. Card networks and banks typically take 5 to 10 business days to show it. Payment processing costs that the processor does not return to us may be deducted.

A request made more than 7 days after the charge will not be considered other than under the first two bullets of section 4.

7. Chargebacks

Please contact us before disputing a charge with your bank; we resolve genuine errors quickly. If you open a chargeback instead, we may suspend the workspace while it is pending, dispute it with evidence of the service provided, and recover our reasonable costs of doing so if the dispute is decided in our favour.

8. Contact

Refund requests and billing questions: [email protected]. Formal notices and complaints: [email protected]. This policy forms part of our Terms of Service; if the two conflict, the Terms prevail.