Cancellation and Refund Policy
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Version 1.0.0 of {{EFFECTIVE_DATE}}.
1. Cancelling a subscription
1.1. The Customer's owner or admin can cancel in one action under Billing → "Cancel subscription". No support contact is needed.
1.2. Cancellation takes effect at the end of the paid period: the plan works until then and no further charges are made. You can undo it ("Resume subscription") before the period ends.
1.3. The Customer can remove the saved payment method in the same section; no charges are then made to it.
1.4. We remind you of an upcoming charge {{RENEWAL_NOTICE_DAYS}} days ahead (default 3 for monthly, 7 for annual), and at least 24 hours ahead in any case.
2. Changing plans
2.1. An upgrade, or adding clients (Agency), takes effect immediately; the surcharge is pro rata for the rest of the period.
2.2. A downgrade takes effect next period; no refund for the current period.
3. Refunds
| Situation | Refund |
|---|---|
| Cancelling a monthly subscription mid-period | None; access until period end |
| Annual subscription: withdrawal within {{REFUND_ANNUAL_DAYS}} calendar days (default 14) of first payment and use of no more than {{REFUND_USAGE_PERCENT}} of the token limit (default 10%) | Full refund |
| Annual subscription: withdrawal after that | Refund for full unused months, less {{REFUND_FEE_PERCENT}}% (default 0) and actual costs incurred {{REFUND_COSTS_NOTE}} |
| Duplicate or erroneous charge | Full refund |
| Prolonged Service outage by our fault (over {{OUTAGE_HOURS}} consecutive hours) | Pro-rata refund or extension, at the Customer's choice |
| Payment not accepted due to sanctions restrictions (clauses 18, 21 of the offer) | Refund by the same method where possible |
| One-off paid audit | Refund before work starts; after that none, except the unperformed part |
| Unused balance on Customer withdrawing after a materially adverse change of terms (clause 17.2) | Refund for the unused paid period |
| Suspension for AUP violation | None |
4. How to get a refund
4.1. Write to support@kleogeo.ru stating the organisation and payment. We review within {{REFUND_REVIEW_DAYS}} business days (default 5).
4.2. Refunds go by the same method to the same details used for payment, within {{REFUND_PAY_DAYS}} business days (default 10) of approval; the actual time depends on the bank. A refund receipt is issued for card/SBP payments (54-FZ). Bank-transfer payments are refunded to the payer's account.
4.3. A refund does not oblige us to return fees withheld by the payment provider unless law requires {{PROVIDER_FEE_NOTE}}.
5. Consumers
The Service is not for consumers. If consumer-protection law nevertheless applies, a consumer's mandatory rights remain.
Notes for the lawyer / owner
All figures are proposed B2B norms; approve. Check compatibility with the acquiring contract and tax treatment of refunds.