Refund Policy

Last updated: January 2026

General Policy

In general, all charges for Kairo are final and non-refundable, as the app is billed based on usage and provides value immediately upon installation. However, we understand that certain circumstances may warrant a refund. We will review refund requests on a case-by-case basis as outlined below.

We want you to be satisfied with Kairo. If you have any issues, please contact us at support@trykairo.io before requesting a refund—we can often resolve problems quickly.

If a free trial is offered, it is provided so you can configure and test Kairo before being charged. You are responsible for uninstalling the app before the trial ends if you do not wish to continue.

When We Will Issue Refunds

We will consider refund requests in the following situations:

1. Charges After Uninstallation

If you were charged for a future billing cycle after uninstalling (i.e., the Service was not available to you for that cycle), we will refund that charge upon request. Charges incurred before uninstalling (including usage charges generated during the active billing cycle) are not considered "after uninstallation" charges.

2. App Malfunction or Technical Issues

If the Kairo app malfunctioned or was unavailable for a significant period, preventing you from using the service as intended, we will refund the fees for the affected period. This includes major bugs that prevented upsell offers from displaying or processing correctly.

3. Billing Errors or Overcharges

If you were incorrectly charged (for example, charged more than your tier, charged despite being on a free development store, or double-charged), we will refund the erroneous charges immediately.

4. New User Satisfaction (First 7 Days)

You may request a refund of your first base subscription charge if (a) the request is made within 7 days of first install, (b) no upsell revenue was generated through Kairo during that period, and (c) this one-time courtesy has not previously been granted for the store.

When Refunds Will Not Be Issued

We generally do not issue refunds in the following situations:

Normal Usage

If you used Kairo during the billing period and generated upsell revenue, the associated charges are considered earned and will not be refunded simply due to later dissatisfaction. Our usage-based charges correspond to actual additional revenue you earned through the app.

Failure to Cancel in Time

If you forgot to uninstall the app before your billing renewal, we may consider a refund at our discretion if you contact us promptly and no upsell revenue was generated during that billing period. If you used the service and generated revenue, the charge is considered valid.

Partial Period Refunds

When you uninstall mid-cycle, we do not typically prorate or refund the remainder of the current billing period, since the service was available to you during that time. Uninstalling stops future charges but does not refund the current cycle. We do not provide prorated refunds for partial billing cycles.

Old Charges

Refund requests should be made within 30 days of the charge. Older requests may be declined.

How to Request a Refund

To request a refund, please email us at support@trykairo.io with:

  • Your Shopify store URL (e.g., yourstore.myshopify.com)
  • The charge in question (date and amount)
  • The reason for your refund request
  • Any relevant screenshots or Shopify invoice details

We aim to respond to all refund requests within 2 business days.

How Refunds Are Processed

Approved refunds are processed via Shopify's billing system. The refund will be credited to your Shopify account or returned to your original payment method.

  • Please allow 5-10 business days for the refund to appear
  • Refunds appear as credits on your next Shopify invoice or are returned to your payment method
  • If you don't see an expected refund within 10 business days, contact us and also check your Shopify billing account

Note: Refunds are processed through Shopify Billing and are subject to Shopify's refund processing. In most cases the full amount is refunded. Any Shopify platform fees (if applicable) are outside of our control.

Preventing Abuse

We reserve the right to decline refund requests if we determine that the request is not in line with this policy or appears to be an attempt to abuse the refund policy (for example, repeated install-use-refund behavior across multiple stores).

Refunds of subscription fees are offered once per store as a courtesy. If you install, receive a refund, and later reinstall the app, we typically will not issue another refund.

Questions?

If you have any questions about this Refund Policy or your specific situation, please don't hesitate to reach out. We're here to help and would rather resolve issues than lose a customer.

Email: support@trykairo.io