The short version
- Walkthroughs and test packs on a past case are free — nothing to refund.
- Paid pilots: refund for any agreed scope we don’t deliver.
- Subscriptions: cancel any time with notice; access runs to the end of the period.
- Billing mistakes are refunded in full.
01Walkthroughs and test packs are free
A walkthrough, and a test pack on a merchant your team has already onboarded, cost nothing and need no card or commitment. There is nothing to refund, and no follow-up sequence if it isn’t the right fit.
02Paid pilots
Before a paid pilot starts, we agree its scope, fee and success criteria in writing in an order form.
- Fees are invoiced [in advance / on milestones] as set out in the order form.
- If we don’t deliver the agreed scope, you get a refund of the fees for the part we didn’t deliver.
- Once delivered work has been accepted, its fees are not refundable.
03Subscriptions
- Subscriptions are billed [monthly / annually] in advance.
- You can cancel with [30 days’] written notice. Cancellation takes effect at the end of the current billing period, and you keep access until then.
- We don’t refund partial billing periods — except that if we end the service without cause, or because of a serious failure on our side, we refund the prepaid fees for the unused period.
04Billing errors
If you are charged twice, or charged the wrong amount, tell us within [30 days] of the invoice and we will refund the difference in full.
05How refunds are paid
Refunds go back to the original payment method, in the currency you paid, within [14 business days] of approval. We can’t refund charges your bank or payment provider adds.
06How to ask for a refund
Email sales@kybscout.com with your company name, invoice number and the reason. We will confirm within [5 business days].
If your signed agreement says something different from this page, the agreement applies. Nothing here limits any rights you have by law. See also our Terms & conditions.