Refund Policy

1. Scope

This Refund Policy applies to purchases and subscriptions made through Kyvora Technologies LLC ("Kyvora," "we," "us") via kyvoratech.com and the Kyvora application, including free trials, monthly and annual subscriptions, purchased screening-credit packs, and screening credits included with a subscription plan. It should be read together with our Terms of Service. Nothing in this policy limits any right you have under applicable law that cannot be waived by agreement — see "Rights that cannot be waived" below.

2. Free Trials

New organizations currently start with a 7-day free trial that includes 50 screening credits, and no credit card is required to begin. Trial credits are available only during your trial window and expire when the trial ends. (Organizations that signed up under an earlier trial version keep the terms they started with.)

Because no payment is collected during a free trial, there is nothing to refund for the trial itself. If your trial ends before you upgrade, your account moves to a read-only, non-billing state — you will not be charged.

3. Monthly Subscriptions

You may cancel your monthly subscription's future renewal at any time from the Billing page in your dashboard, which opens Stripe's secure customer portal. Cancellation stops the next renewal charge — it does not end your current paid period early. Your plan, and the screening credits included with it, remain available through the end of the period you already paid for.

Amounts already charged for the current or a past billing period are generally non-refundable and are not prorated for the unused portion of a period, except:

• where required by applicable law;
• for a duplicate or erroneous charge (see "Duplicate or erroneous charges" below);
• where Kyvora expressly approves an exception in writing.

4. Annual Subscriptions

Annual plans are billed as a single upfront payment (Kyvora's standard annual pricing is ten months' cost for twelve months of service). Like monthly subscriptions, an annual charge is generally non-refundable and is not prorated for unused months once the billing period has started, except in the same situations listed in "Monthly Subscriptions" above.

Even though you're billed once a year, your plan's screening credits are still released on a monthly cadence — the same monthly amount a monthly subscriber receives, delivered as twelve separate monthly grants across the year rather than as one lump sum at purchase. Cancelling an annual subscription stops future renewal at the end of the current annual term; it does not refund the amount already paid for that term, and it does not accelerate remaining monthly credit grants.

5. Screening Credits and Credit Packs

Screening credits are consumed when Kyvora starts a screening conversation with a candidate (currently 1 credit per conversation started, regardless of channel). Purchased credit packs and the credits included with your subscription plan are, once granted, generally non-refundable for cash — except for a duplicate or erroneous charge, where required by applicable law, or through the credit-restoration process described below for a verified platform error.

Screening credits currently expire 90 days after they are granted, and are used oldest-first. Unused or expired credits have no cash value and cannot ordinarily be exchanged for cash, and credits are not transferable between unrelated organizations. Your Credits page always shows your current balance and the next expiration date for your oldest batch.

6. Credit Restoration for Verified Platform Errors

If a platform error affects your screening credits — for example, credits deducted for a screening that never actually reached the candidate because of a confirmed Kyvora-side defect, or another verified ledger error — our normal remedy is to restore the affected credits to your account rather than issue a cash refund, since credits are the unit your plan is measured in. We investigate reported issues against our own usage and delivery records before restoring credits; we don't restore credits automatically for every disputed deduction, but we also don't require you to prove the error yourself — we look into it.

7. Duplicate or Erroneous Charges

If you're charged twice for the same subscription renewal or the same credit-pack purchase, or a charge is otherwise clearly erroneous or unauthorized and attributable to Kyvora or its payment processor, we will issue a monetary refund or reversal for the duplicate or erroneous amount once verified. This is a monetary correction, distinct from the credit-restoration process above.

8. Cancellations

Cancelling your subscription stops future renewal — it is not the same thing as refunding the period you've already paid for. If your organization's Kyvora account is closed (whether at your request or by Kyvora), any active subscription is cancelled as part of that process; closing or deleting an account does not create a right to a refund of amounts already paid, and it does not excuse any outstanding balance owed to Kyvora.

9. Failed Messages or Third-Party Services

Kyvora sends candidate messages over third-party channels (SMS carriers, email providers). If an opening screening message fails to deliver on every channel you selected for that candidate (for example, a disconnected phone number or a hard email bounce), the screening credit for that conversation is automatically restored to your account — you can see this reflected on your Credits page. If you chose more than one channel for a candidate and at least one of them delivered successfully, the credit is not refunded, since the screening was successfully attempted.

This credit restoration is separate from, and does not affect, your subscription charge or any credit-pack payment — an occasional failed message does not entitle you to a refund of your subscription or a credit-pack purchase. Follow-up messages are not separately charged, so there is nothing to restore if a follow-up fails to deliver.

10. How to Request a Review

To request a refund, credit restoration, or a review of a charge, contact us at support@kyvoratech.com. Please include:

• your organization name;
• the billing email on the account;
• the invoice or transaction ID, if you have it;
• the date and amount of the charge in question;
• a brief description of the issue.

Please don't send us your full card number or other sensitive payment details — we don't need them, and Stripe (our payment processor) already has what's required to look into a charge.

11. Processing Method and Timing

Approved monetary refunds are returned to the original payment method through Stripe. Once approved, refunds are typically processed by Stripe within a few business days; your bank or card issuer then controls how long the credit takes to post to your statement, and we can't guarantee a specific posting date. Approved credit restorations are added to your account and are usually reflected on your Credits page shortly after approval.

12. Chargebacks and Payment Disputes

If you believe you were charged in error, we'd appreciate the chance to make it right directly — please reach out using the process above before filing a chargeback with your bank or card issuer. Filing a chargeback does not automatically mean a refund is owed; each case is reviewed on its own facts.

13. Changes to This Policy

We may update this Refund Policy from time to time — for example, if our pricing, credit-expiration rules, annual-billing behavior, trial terms, or cancellation process change. The "Last updated" date at the top of this page reflects the most recent revision. Continued use of Kyvora after a change means you accept the updated policy.

14. Contact Information

Support: support@kyvoratech.com
Legal: legal@kyvoratech.com

Kyvora Technologies LLC
San Francisco, CA 94114
United States

15. Rights That Cannot Be Waived

Nothing in this policy limits any right or remedy available to you under applicable consumer-protection or other law that cannot be waived by agreement. If any part of this policy conflicts with a right you cannot legally waive, that mandatory right controls.