Refund & Cancellation Policy

1. Policy overview

Karki Innovative Technologies Pvt. Ltd. provides enterprise-grade Website-as-a-Service infrastructure, managed labor allocations, and dedicated AI compute nodes. Because account provisioning involves hard third-party compute allocations and onboarding setup, our refund terms protect operational costs while maintaining client transparency.

2. Subscription cancellations

• You may cancel your subscription at any time directly by contacting your account manager or emailing support@kitagency.co.
• Upon cancellation, your account remains active until the end of your prepaid billing period.
• You will not be billed again for subsequent cycles.
• There are no cancellation penalties or hidden termination fees.

3. Conditional 14-day satisfaction guarantee

We offer a 14-day conditional refund window on initial subscription setup fees under these conditions:

• Refund requests must be submitted in writing to support@kitagency.co within 14 calendar days of your initial payment.
• The guarantee applies strictly to initial account setup fees, not to subsequent recurring renewals or credit top-ups.

Exclusions & deductions

If custom domain setup/migration has been executed, or if more than 20% of your allocated monthly AI Compute or Mail Credits have been consumed during the initial 14 days, refunds are calculated on a pro-rata basis. Deductions will be applied for consumed third-party API compute resources and custom configuration labor.

4. Custom scope exclusions

Payments made for custom engineering, full brand redesigns, or separately invoiced project scope fall outside standard subscription tiers and are non-refundable once work has commenced or deliverables have been deployed per the Statement of Work (SOW).

5. Recurring renewals & credit top-ups

• Recurring renewals: Monthly or annual subscription renewals are non-refundable once processed.
• Credit top-up packs: Standalone purchases of à la carte AI or Mail credit packs are non-refundable once credited to your balance. Unused top-up packs do not expire while your account remains active.

6. Refund request procedure

To request a refund under the 14-day window:

1. Email support@kitagency.co from your registered corporate account email.
2. Include your Company Name, Invoice Number, and details regarding your request.

Approved refunds are processed within 5 to 10 business days via direct bank wire transfer or returned via Payoneer. Intermediary bank wire processing fees levied by financial institutions are the responsibility of the recipient.

7. Account offboarding

Upon account cancellation, you retain full ownership of your domain name, media assets, and exported CRM/lead data (CSV). Platform hosting and backend infrastructure access terminate at the conclusion of your prepaid period. Account data is retained for 30 days post-cancellation in case you choose to reactivate, after which it is permanently purged.