Refund policy.
Short version — if Kaya isn't working for you, email us within 14 days and we'll refund you. No questions asked, no forms to fill, no runaround. The detail below is for the formal record.
14-day money-back guarantee. Any paid Kaya plan can be refunded in full within 14 days of the original purchase. Email hello@kayacare.app from the address you used to buy it.
Who this applies to
This policy applies to all paid purchases of Kaya products — including the Kaya Founding Member lifetime plan and any future subscription plans — made through our payment processor, Paddle, who is the Merchant of Record.
Note: Kaya is in public beta with live paid checkout through Paddle. This policy applies to every purchase.
What's refundable
- Any first-time purchase, within 14 days of the transaction date, for any reason.
- Subscriptions: within 14 days of the first charge, or within 7 days of any subsequent renewal charge where you did not use the service in that billing period.
- Accidental double-charges are refunded in full regardless of timeframe — just email us with the transaction IDs.
What isn't refundable
- Purchases made more than 14 days ago (except accidental double-charges).
- Subscription renewals where you've used the service in the renewed billing period — email us before the renewal date to cancel.
- Any purchase where evidence of abuse, fraud, or repeated refund cycling is established.
How to request a refund
Email hello@kayacare.app with:
- The email address you used to purchase.
- The Paddle order ID or receipt (we'll find it on our end if you can't).
- Optional — a line on what didn't work for you. It genuinely helps us improve; it doesn't gate the refund.
You can also reply to the original Paddle receipt email — those replies reach Paddle's billing support directly, and they can process the refund on our behalf.
How long processing takes
We approve refunds within 2 business days of your email. Paddle then processes the refund to your original payment method. Depending on your bank or card issuer, the money typically returns to your account within 5–10 business days. International card refunds can occasionally take up to 15 business days — this is a bank-side delay, not ours.
Partial refunds
For the one-time Kaya Founding Member plan, refunds are all-or-nothing within the 14-day window. For monthly or annual subscriptions (when those launch), we offer pro-rata refunds if you cancel mid-term and have not used the service in the remaining period.
EU consumer rights (right of withdrawal)
If you are a consumer resident in the European Economic Area, you have a statutory 14-day right of withdrawal under Directive 2011/83/EU, which this policy meets or exceeds. When you buy a digital product that is delivered immediately on purchase (like Kaya), you expressly consent to immediate delivery and acknowledge that you lose your statutory right of withdrawal once delivery has begun — but we voluntarily extend the 14-day full-refund guarantee to you anyway.
Who is the Merchant of Record
Kaya uses Paddle as its payment processor and Merchant of Record. Paddle handles the payment, tax collection (including EU VAT), and refund processing on our behalf. For EU and UK customers the contracting entity is typically Paddle.com Market Ltd (United Kingdom) or Paddle B.V. (Netherlands), depending on your location — it will appear on your receipt. For questions specifically about your payment receipt, refund status, or tax invoice, you can contact Paddle support at paddle.net or reply to the original receipt email.
Chargebacks
If you have a dispute, please email us first — we'll almost always resolve it faster than a chargeback would. Filing a chargeback without first contacting us is grounds for removal from future Kaya plans and, in some cases, recovery of legal fees if the chargeback is reversed.
Changes to this policy
If we make material changes — for example, shortening the refund window — we'll email existing customers in advance. The "Last updated" date above will always reflect the current version. Changes don't apply retroactively to purchases made under a previous version of this policy.
Contact
Refund questions: hello@kayacare.app. We typically reply within 24 hours on weekdays (CET).