Refund & Cancellation Policy

2.1 How to Cancel

Customers can cancel their subscription at any time through:

• Self-service: The Stripe billing portal accessible from the admin dashboard under Settings > Billing
• Email: Sending a cancellation request to billing@kindrobots.ai

2.2 Effective Date

Cancellation takes effect at the end of the current billing period. You will retain access to the Platform and all features of your subscription tier until the billing period expires.

2.3 What Happens After Cancellation

After your subscription expires:

1. Immediately: Your account transitions to a read-only state. You can view but not create or modify Agents, Manifests, or widget configurations.
2. Within 30 days: You may log in to export your data (Agent configurations, Manifests, chat history, analytics).
3. After 30 days: Your data is permanently deleted from active systems in accordance with our Privacy Policy and Data Processing Agreement.

2.4 Reactivation

If you wish to reactivate your subscription within the 30-day data retention period, contact billing@kindrobots.ai. Your existing data and configurations will be restored.

After the 30-day retention period, reactivation requires creating a new account.

3.1 No Partial-Month Refunds

Monthly subscriptions are billed in advance. No refunds are issued for partial months. If you cancel mid-cycle, you retain access for the remainder of the paid period.

3.2 Billing Errors

If you believe you have been incorrectly charged, contact billing@kindrobots.ai within thirty (30) days of the charge. We will investigate and issue a refund for any confirmed billing errors.

3.3 Service Outage Credits

For downtime-related credits, see our Service Level Agreement. SLA credits are applied to future billing cycles, not issued as refunds.

4.1 Custom Terms

Enterprise tier Customers with custom contracts should refer to the termination and refund provisions in their individual agreement, which take precedence over this policy.

4.2 Standard Enterprise Terms

In the absence of custom contract terms, Enterprise subscriptions follow the same cancellation and refund terms as monthly subscriptions (Section 3).

5.1 Separate from Platform Subscription

Implementation services provided by MadeLabs (setup, integration, custom development, consulting) are billed separately from the Kind Robots platform subscription. Refund and cancellation terms for implementation services are governed by the MadeLabs service agreement, not this policy.

5.2 Non-Refundable Work

Completed implementation work is generally non-refundable. For in-progress implementation projects, refund eligibility depends on the terms of the specific MadeLabs service agreement.

5.3 Contact

For implementation services billing inquiries, contact MadeLabs directly at the contact information per your MadeLabs agreement.

6.1 Data Export

Before or after cancellation (within the 30-day retention window), Customers can export their data through:

• The admin dashboard's export functionality
• API-based data export (for Customers using the Platform API)
• Requesting an assisted export from support@kindrobots.ai

6.2 Data Retention After Cancellation

After the retention period, data is permanently deleted from active systems. For full details, see our Privacy Policy Section 9.

6.3 Immediate Deletion

If you wish to have your data deleted immediately upon cancellation (waiving the 30-day export window), submit a written request to privacy@kindrobots.ai. We will process immediate deletion requests within five (5) business days.

7.1 Process

1. Email billing@kindrobots.ai with the subject “Refund Request”
2. Include:
   • Your Organization name and account email
   • Subscription tier
   • Reason for the refund request
   • Relevant dates or invoice numbers
3. We will respond within fifteen (15) business days with a determination

7.2 Refund Method

Approved refunds are issued to the original payment method via Stripe. Refunds typically appear within 5–10 business days, depending on your payment provider.

7.3 Disputes

If your refund request is denied and you believe this is incorrect, you may escalate to legal@kindrobots.ai.

8.1 Upgrades

Upgrades take effect immediately. You will be charged the prorated difference for the remainder of the current billing period.

8.2 Downgrades

Downgrades take effect at the start of the next billing period. No refund is issued for the difference during the current period. Features exceeding the new tier's limits will become read-only until configurations are adjusted.