We want Kitsuly purchases to be simple before, during and after checkout.

Digital products are generally non-refundable once supplied, but genuine package-selection mistakes, eligible renewal requests and qualifying physical-product issues will be reviewed fairly. Where a paid Kitsuly tier needs to be changed, we aim to adjust the account rather than forcing the customer to purchase everything again.

If something has gone wrong, contact us promptly and give us enough information to identify the purchase and understand what needs to be corrected.

Digital products, software and licences

Digital products, downloadable products, software licences and immediately accessible digital services are generally not eligible for a refund once access has been provided.

This includes situations where the customer:

changes their mind after purchasing;
decides they no longer require the software;
does not use the product after purchasing it;
fails to install or activate it;
purchases a product without first checking whether it suits their requirements; or
decides to move from a paid Kitsuly package to the Free edition.

An exception may be considered where the wrong paid package was purchased by genuine mistake and Kitsuly is notified within 10 calendar days of the original purchase.

For example, a customer who purchases Kitsuly Pro but intended to purchase Kitsuly Business, or purchases Business but intended to purchase Pro, may request a tier correction within that 10-day period.

A change from a paid plan to Kitsuly Free does not qualify for a refund simply because the customer wishes to downgrade to the free edition.

Moving between paid Kitsuly tiers

Where a customer changes between eligible paid tiers within the allowed period, Kitsuly will generally adjust the existing purchase rather than treat the change as an entirely new transaction.

Pro → Business

The amount already paid for Pro may be applied toward Business, with the customer paying only the applicable difference between the two packages.

Business → Pro

The account may be moved to Pro and the applicable difference between the paid tiers may be refunded.

Where available, the customer may instead choose to have an eligible credit applied toward a future Kitsuly annual renewal rather than receiving the difference as a cash refund.

Kitsuly does not intend to charge an additional administrative or package-change fee simply for correcting an eligible tier-selection mistake.

Any transaction-provider fees, currency conversion charges, taxes or non-refundable third-party charges may be treated separately where they cannot reasonably be recovered by Kitsuly.

Moving from a paid tier to Free

A customer may choose to stop using a paid Kitsuly tier and move to the Free edition where the applicable licensing arrangements allow it.

However, downgrading to Free does not create an entitlement to a refund for the original digital purchase or unused time remaining on the paid licence.

Customers who do not wish to renew should disable automatic renewal before the next renewal date.

Kitsuly paid plans may renew annually where automatic renewal has been enabled.

If an annual renewal is processed and the customer did not intend to continue the paid subscription, a refund request must be submitted within the first 5 business days after the renewal transaction.

Requests made within this period will be reviewed and, where approved, the renewed licence may be cancelled or adjusted and the eligible renewal amount refunded.

After the first 5 business days, annual renewal charges are generally non-refundable unless:

the renewal was processed incorrectly;
the customer was charged more than once;
an incorrect plan was renewed;
Kitsuly is unable to provide the purchased service; or
a refund or other remedy is required under applicable law.

Where substantial use of the renewed service has already occurred, Kitsuly may take that into account when assessing a discretionary refund request.

Physical products purchased directly from Kitsuly may be eligible for a refund, replacement or other remedy where the item:

arrives damaged;
is defective;
is materially different from the item ordered;
is missing significant components;
cannot reasonably perform the purpose for which it was sold; or
otherwise qualifies for a remedy under applicable consumer law.

We may request photographs, video or other reasonable evidence of the problem before determining the appropriate remedy.

Physical products are not normally refundable simply because the customer changes their mind, no longer wants the product, purchased the wrong size without checking available information, or decides after delivery that they would prefer another item.

Where Kitsuly voluntarily offers a change-of-mind return for a particular physical product, any additional conditions will be stated with that product or provided before the return is accepted.

Refund, adjustment and return requests should be submitted through the Kitsuly Support system.

Please provide:

your name;
the email address associated with the purchase;
order or invoice number where available;
the product or Kitsuly tier purchased;
the date of purchase or renewal;
a clear explanation of the issue;
whether you are requesting a refund, replacement, tier change or account credit; and
screenshots or photographs where they help demonstrate the issue.

For an incorrect Kitsuly paid-tier purchase, requests should be submitted within 10 calendar days.

For an annual renewal refund request, notification should be made within 5 business days of the renewal charge.

Providing complete information helps us review the request without unnecessary back-and-forth.

Once a request has been received, Kitsuly will review the purchase, account history and information supplied.

Where approved, the outcome may include:

a full refund;
a partial refund;
a refund of the difference between paid tiers;
application of the existing payment toward a higher tier;
account credit toward a future annual renewal;
replacement of a physical product;
correction of a licence or subscription;
cancellation of an eligible renewal; or
another reasonable remedy appropriate to the circumstances.

Approved refunds will normally be returned to the original payment method wherever possible.

Once Kitsuly has authorised a refund, the time required for the funds to appear in the customer's account is controlled by the relevant bank, card issuer or payment provider and may vary.

Any licence, subscription, downloadable product or paid functionality associated with a fully refunded purchase may be cancelled or deactivated as part of the refund process.

Kitsuly may refuse a discretionary refund where:

the request falls outside the applicable notification period;
a digital product has been correctly supplied and the request is simply a change of mind;
the customer is attempting to downgrade from a paid Kitsuly tier to Free and obtain a refund for the paid licence;
the product or licence has been substantially used before the request;
the customer has breached licensing or platform terms;
the purchase was obtained through fraud, chargeback abuse or other improper activity;
a physical product has been damaged after delivery through misuse, accident or improper handling;
the reported issue relates to a third-party service rather than Kitsuly itself; or
the circumstances otherwise fall outside this policy.

These exceptions do not override any refund, replacement or other remedy that the customer is legally entitled to receive under applicable consumer law.

Where unusual circumstances arise that are not specifically covered above, Kitsuly may review the matter individually and offer a reasonable resolution where appropriate.