KIBI · TRUST & LEGAL

# Refund policy

A 7-day first-payment promise, a short accidental-renewal grace period and a clear way to ask for help.

Last updated 26 October 2026 · StritMedia 

## Trust & legal

[Privacy policy](https://kibihq.com/legal/privacy/) · [Terms of service](https://kibihq.com/legal/terms/) · [Kibi service terms](https://kibihq.com/legal/service-terms/) · [Refund policy](https://kibihq.com/legal/refunds/) · [Data processing addendum](https://kibihq.com/legal/dpa/) · [Cookies & storage](https://kibihq.com/legal/cookies/) · [Data deletion](https://kibihq.com/data-deletion/) · [Providers & subprocessors](https://kibihq.com/legal/subprocessors/) · [Security & your data](https://kibihq.com/security/) · [Contact hello@kibihq.com ↗](mailto:hello@kibihq.com) 

Effective 26 October 2026 · StritMedia

Kibi currently offers a 14-day free CRM trial. If your first paid subscription is not the right fit, contact [hello@kibihq.com](mailto:hello@kibihq.com) within 7 days of that payment for a full subscription refund.

This policy is an additional refund promise from StritMedia, the operator of Kibi. It applies alongside our [terms of service](https://kibihq.com/legal/terms/) and, where relevant, the [Kibi service terms](https://kibihq.com/legal/service-terms/). Its refund exceptions apply even where our standard subscription terms otherwise say that payments or part periods are not refundable. It does not reduce a more favourable right in an existing agreement or any right required by law.

## What this policy covers

This policy covers payments made to Kibi for its CRM subscriptions and purchased Kibi texting credits. It does not cover invoices your own customers pay to your business through Kibi.

The policy applies to requests received from 26 October 2026. The windows below run from the actual payment time, including a payment made shortly before this policy took effect; publication does not restart a window.

A separately negotiated, signed agreement may expressly set different commercial refund terms. Mandatory legal rights still apply.

## First subscription payment: 7 days

Ask within 7 days (168 hours) after your business’s first successful paid CRM subscription payment. We will refund the subscription amount actually paid for that purchase, including applicable tax charged on it. We do not deduct Kibi’s payment-processing fee from this refund.

This applies to monthly, quarterly and yearly subscriptions. A discount changes the amount you paid, not your eligibility. You do not need to prove that you did not use the CRM or explain why it was not a fit; a reason is optional.

The promise is available once per business, rather than once per user or workspace. Creating another account does not create another first-payment refund. Renewals, upgrades, extra-seat purchases and a change of billing interval do not start a new 7-day window. Seats included in the original subscription purchase are covered with that purchase.

The free trial and the refund window are separate. The refund window starts when the first subscription payment succeeds, not when the trial starts or ends. An unused trial has no cash value.

## Accidental renewal: 3 days

If your subscription renews by mistake, contact us within 3 days (72 hours) after the renewal payment. We will refund that renewal in full if your team has not actively used the renewed paid service, and stop the next renewal.

For this check, active use means manually creating or editing customer records, sending customer communications, or creating or issuing quotes or invoices during the renewed period. Signing in, checking billing, asking for a refund, exporting data or cancelling does not count. Passive receipt or synchronisation of incoming enquiries alone does not disqualify you.

We review the request and relevant account activity. This grace period applies to monthly, quarterly and yearly renewals. If the renewed service has been actively used, or the request arrives outside 72 hours, ordinary cancellation applies unless another exception or legal right below applies.

## Ordinary cancellation and unused time

You can cancel to stop the next subscription renewal. Without a refund, access continues until the end of the period already paid for, subject to the service terms.

Outside the first-payment promise, accidental-renewal grace period and exceptions in this policy, we do not provide routine prorated refunds for unused days, early cancellation, downgrades or seats you no longer need. An annual or quarterly payment is payment for that billing period, rather than a monthly payment that can be refunded month by month.

If you need help stopping renewal, contact [hello@kibihq.com](mailto:hello@kibihq.com) before the renewal time. A refund request for an eligible subscription payment also tells us to stop the next renewal for that subscription.

## Texting credits and third-party charges

Subscription fees and prepaid Kibi texting credits are separate purchases. The first-subscription-payment promise does not automatically refund credit purchases.

- Unused purchased credits: when ending your paid service, you may request a refund of the unused, unexpired credit balance you purchased from Kibi. We refund its remaining paid value, not a promotional or list-price value, and remove the refunded credits from use. This request is separate from a subscription refund and does not require deletion of your workspace.

- Consumed credits: credits already used for delivered services are not refundable simply because you cancel. We will still correct an incorrect debit, duplicate charge or other established billing error. A failed service should not be treated as consumed merely because a debit appears in a ledger; we will check the applicable delivery and billing result.

- Included or promotional credits: trial, bonus and subscription-included credits have no separate cash refund value. They are not treated as a purchased cash balance.

- Phone numbers and provider costs: separately disclosed, non-recoverable number-provisioning or provider costs already incurred are not part of the subscription guarantee, subject to any applicable legal right.

Meta bills you directly for WhatsApp in Kibi’s direct connection. Twilio or MSG91 bills you directly when you connect through them. Kibi never charges your Kibi credits for WhatsApp. Refunds of charges billed directly by another provider are handled under that provider’s rules; we cannot refund money that provider collected.

Your connected payment gateway also has its own charges and refund rules. This policy does not change the rules for your business’s customer payments.

## Billing errors and unresolved service failures

The short refund windows do not prevent us from correcting duplicate or incorrect Kibi charges. Tell us promptly so we can investigate and return any amount charged in error.

If a material problem within Kibi’s responsibility prevents you from using a paid core function, report it with enough information for us to investigate safely. We will work with you on a fix or reasonable workaround. If we cannot restore the affected paid service within a reasonable time and you end it because of that failure, we will refund the unused prepaid subscription portion for the affected service from the date it ends.

A voluntary refund remedy does not replace any stronger remedy required by law. A feature marked Coming is not a feature we promise is already available; provider eligibility, approval decisions and third-party availability remain subject to their disclosed conditions.

## How to request a refund

Email [hello@kibihq.com](mailto:hello@kibihq.com) from the workspace owner’s or billing contact’s address where possible. Include:

- the workspace or business name;

- the invoice or payment reference and payment date;

- whether the request concerns a first payment, accidental renewal, unused purchased credits or a billing problem.

A reason for a first-payment refund is optional. For an accidental renewal, confirm that you did not intend to renew. Do not send passwords, full card numbers, verification codes or customer records.

We use the time your request reaches our inbox to check the deadline, not the time we finish reviewing it. If you cannot access your account or billing email, explain that so we can safely verify your authority another way. Refund requests are reviewed by the team; this policy does not require an automatic in-app refund button.

## Processing, access and records

We aim to respond within 2 business days. Once a refund is approved, we aim to submit it to the payment provider within 5 business days. Your bank or payment provider determines when it appears in your account. Any shorter deadline required by law takes precedence over these processing aims.

Refunds go to the original payment method. We provide confirmation and any applicable corrected invoice or credit note. We do not issue a cash refund exceeding the amount paid for the charge or balance being refunded.

A full subscription refund ends the paid access covered by that refunded payment; it does not provide free access for the rest of the refunded period. Tell us if you need help exporting before access changes. A refund or cancellation does not itself delete your workspace, and does not restart a trial. [Data export and deletion instructions](https://kibihq.com/data-deletion/) explain the separate data controls.

## Your legal rights and future changes

Nothing here excludes a refund, cancellation, withdrawal or other remedy that applicable law gives you and that cannot be excluded. The commercial 7-day and 72-hour windows are not limits on those mandatory rights. A trial does not replace a legal withdrawal right.

We will date any future policy update. We will not apply a later, less favourable version to take away a refund promise applicable to a payment already made. Contact [hello@kibihq.com](mailto:hello@kibihq.com) if the policy and an order appear inconsistent.

Kibi is operated by StritMedia, Aurora Waterfront, 12th Floor, Kolkata 700091, West Bengal, India.

Source: https://kibihq.com/legal/refunds/