Refunds
Short version: if kBooks is not right for you, we give the money back and you keep your data. The rest of this page is the detail.
The promise
If you are unhappy with kBooks, tell us within 30 days of a charge and we will refund it in full. No form, no argument, and you keep your data either way. If you cancel an annual plan part-way through, we refund the unused months rather than keeping them.
30 days, no questions
Ask within 30 days of a charge and it is refunded in full. We may ask what went wrong, because we would like to fix it, but the answer is never a condition of the refund.
Your books are never the hostage
A refund, a cancellation and a lapse all leave your data exactly where it was, and the one-click full export keeps working throughout. We do not hold anyone's records to win an argument.
Back the way it came
Refunds return to the card that paid, usually within five to ten business days depending on your bank. We cannot send it anywhere else, and we would not be able to even if asked.
Talk to us before your bank
A chargeback costs us a fee and costs you weeks. We answer within one business day. An email is faster than a dispute in every case we have ever seen.
Cancelling
Cancel whenever you like, from inside the product. Your plan runs to the end of the period you have already paid for, and nothing renews after that. If you are on an annual plan, we refund the months you have not used rather than keeping them.
After cancelling, your books stay readable and exportable rather than being switched off the moment the money stops. What changes is that writing stops - the exact behaviour is on your plan screen before you decide, not after.
What is not refundable
Fees you paid to somebody else. The bank-feed service is the usual one: you hold that account directly and pay them directly, so a refund from us cannot include it. The same goes for card processing fees on payments your own customers made to you, which the processor has already taken.
If we are the ones who got it wrong
If we billed you for something you did not buy, billed twice, or charged after you cancelled, we refund it in full whenever you notice - the window above does not apply to our own mistake.
Chargebacks
If you raise a chargeback we will not argue it in the ordinary case: we would rather return the money than fight a customer. We will contest a dispute only where the charge is plainly correct and the account has been in continuous use, and even then we would rather you had emailed first.
While a dispute is open the account may be suspended for writing, because we are obliged to stop adding charges. It is never deleted, and the export never stops.