Return & Refund Policy

1) Introduction

This Return & Refund Policy (the "Policy") explains when and how KODEMATIC LIMITED ("KODEMATIC", "we", "us", or "our") issues refunds or credits for our subscriptions, one‑time purchases, and related digital services (collectively, the "Services"). By purchasing or using the Services, you agree to this Policy in addition to our Terms of Use.

We want to help. If something isn't working, please contact [email protected] — in many cases we can resolve issues quickly without a refund.

2) Scope & Definitions

Subscription Services: Recurring, term‑based access to our Services (monthly/annual or as stated at checkout).

One‑Time Purchases: Non‑recurring purchases of digital products or add‑ons.

Billing Period: Your active subscription term (e.g., one month, one year).

Prorated Credit: Account credit equal to the unused portion of a paid period, calculated from the effective date we approve a credit.

This Policy applies to purchases made directly from KODEMATIC. If you purchased through a reseller, app marketplace, or mobile app store, their refund rules may apply and you must request refunds through them.

3) Subscriptions

3.1 Cancel anytime

You may cancel at any time via your account settings or by emailing [email protected]. Cancellation prevents future renewals.

3.2 Access after cancellation

You retain access until the end of the current Billing Period. Unless stated otherwise below, we do not provide refunds for partial periods already started.

3.3 Free trials

If you cancel during a free trial, no charges are made. If you entered billing details and do not cancel before the trial ends, the paid plan starts automatically.

4) Refund eligibility

4.1 Subscriptions

We may, at our discretion and where permitted by law, issue a refund or account credit in these situations:

First‑time purchase — 14‑day window. If requested within 14 days of the initial purchase (first‑ever subscription for an account) and the Services were not substantially used, we may grant a full refund.

Service unavailability caused by us. If the Services are unavailable for 24+ consecutive hours in a Billing Period due to our fault and no workaround is provided, you may be eligible for a prorated refund or credit for the affected period (see §9 SLA credits).

Billing errors. Duplicate charges or clearly erroneous billing will be refunded in full.

4.2 One‑time purchases (digital)

14‑day window with no substantial use. Request a refund within 14 days of purchase if the product was not substantially downloaded, accessed, or used.

Defects. If a product has major defects that materially impair functionality and cannot be resolved through support within a reasonable time, we may refund or credit.

Examples of "substantial use" include: generating significant output, processing a large number of requests, exporting full datasets, or continued use after reporting an issue and receiving a functional workaround.

5) Exclusions (no refund)

We generally do not issue refunds for:

• requests after the 14‑day window described above;
• periods already used or partially used Billing Periods (except as noted in §4);
• custom development, professional services, onboarding or setup fees, or bespoke configurations delivered to you;
• accounts suspended or terminated for violating the Terms of Use or Acceptable Use Policy;
• charges from unauthorized use of your account where the breach is not caused by KODEMATIC;
• issues caused by third‑party services, integrations, or your network/environment outside our control.

Nothing in this Policy limits non‑waivable consumer rights under applicable law.

6) How to request a refund

Email [email protected] or use the billing section of your account and include:

• account name and email,
• purchase date and plan/tier,
• order/transaction ID, and
• reason for the request with any relevant logs or screenshots.

We may ask for additional information to evaluate your request.

7) Review timeline & outcome

We aim to review requests within 10 business days. Outcomes may be:

• Approved refund to the original payment method; or
• Account credit applied to future invoices; or
• Declined with a brief explanation and guidance for next steps.

Where required by law, we will meet any shorter statutory timelines.

8) Refund method & timing

Refunds are issued to the original payment method. If that method cannot accept funds (e.g., expired card), we will work with you on an alternative permitted method or account credit.

Typical processing times (subject to your provider):
Cards: 5–10 business days · Bank transfers: 3–5 business days · Other methods: may vary.

Currency & fees: Refunds are made in the original transaction currency for the net amount received by KODEMATIC. Exchange rate differences, bank fees, and processor fees are not refundable where permitted by law.

9) Service Level credits (if applicable)

If an applicable Service Level Agreement (SLA) promises uptime or response targets and we miss them, you may be eligible for service credits as defined in that SLA. SLA credits are not cash and cannot be redeemed for a refund unless required by law. Credits may be applied to future invoices and may expire if unused as stated in the SLA.

10) Chargebacks

Please contact us first to resolve billing issues. If you initiate a chargeback before contacting us, we may: (a) contest the chargeback, (b) suspend the account during the dispute, and (c) recover reasonable costs associated with handling the dispute where permitted by law.

11) Abuse & fair use

We reserve the right to decline or reverse refunds in cases of abuse (e.g., serial refunds, policy gaming, fraudulent activity). We may request reasonable verification to protect against fraud.

12) Regional information

12.1 EEA/UK consumers

You may have a 14‑day right to withdraw from certain distance contracts. For digital content/services, you lose this right once performance begins with your express consent and acknowledgment that you lose the right of withdrawal. Where this right applies and has not been waived, we will honor it consistent with applicable law.

12.2 Hong Kong

Nothing in this Policy limits your rights under the Sale of Goods Ordinance or other non‑waivable statutory protections.

12.3 United States (state laws)

Some states provide additional consumer rights (e.g., automatic renewal disclosures/cancellation methods). We comply with applicable laws and will honor any mandatory refund rights.

13) Marketplace & reseller purchases

If you purchased through a third‑party marketplace, app store, or reseller, that provider's refund terms may control. Please submit refund requests through the original point of sale. We're happy to assist with information needed for their process.

14) Changes to this Policy

We may update this Policy from time to time. Material changes will be posted on our website and, if we have your email, we may notify you. The "Last updated" date above shows when this Policy was last revised.

15) Contact

KODEMATIC LIMITED
Suite C, Level 7, World Trust Tower
50 Stanley Street, Central
Hong Kong
Email: [email protected]