Refund Policy

1. Scope

This Refund Policy applies to (a) fees charged by Kliro LLC (“Kliro”) to Customer for platform subscription and setup services, and (b) refund operations conducted by Customer in favor of Customer's end-customers. End-customer refunds for goods or services sold by Customer remain the legal responsibility of Customer and must comply with Customer's published refund terms on Customer's storefront.

2. Subscription Cancellation

Monthly and pay-as-you-go subscriptions may be cancelled at any time through the Kliro dashboard or by emailing billing@kliro.io. Cancellation takes effect at the end of the then-current billing period. No partial refunds are issued for unused portions of a paid month.

Annual subscriptions cancelled within thirty (30) days of payment are eligible for a pro-rated refund of the unused portion, less any usage-based fees, integration fees, or third-party costs incurred during the period. Annual subscriptions cancelled after thirty (30) days are not refundable.

3. Setup Fees

Onboarding, integration-assistance, and one-time setup fees become non-refundable once onboarding work has begun (defined as the first KYB review, the first technical-onboarding session, or the issuance of test API keys, whichever occurs first).

4. Chargebacks and Disputes

Customer is solely responsible for chargebacks initiated by Customer's end-customers against transactions processed by Kliro on Customer's behalf. Kliro will debit the disputed amount, plus any applicable chargeback fee, from Customer's next payout or invoice, subject to any reserve in place. Customer may submit evidence through the Kliro dashboard, and Kliro will represent Customer to the relevant card network in accordance with network rules.

5. End-customer Refunds (Merchant-Initiated)

Customer may issue refunds to its end-customers through the dashboard or API at any time. Full or partial refunds are supported. Refunds typically post to the end-customer's issuing bank within five (5) to ten (10) business days. Refunds do not restore Kliro's processing fee on the original transaction.

Refunds are subject to the merchant's available balance and any applicable reserve. If a refund cannot be funded from the available balance, Customer authorizes Kliro to debit the designated bank account on file for the required amount.

6. Disputes and Evidence

For each dispute, Customer should submit transaction-related evidence (receipts, delivery confirmation, refund-policy excerpts, customer communications, IP/device data) through the dashboard prior to the deadline shown for that dispute. Kliro will compile evidence according to network requirements and submit on Customer's behalf. Outcomes are determined by the issuing bank and the card network, not by Kliro.

7. Reserve Refunds

Where Kliro maintains a rolling or fixed reserve, reserve releases occur on the schedule documented in the applicable Order Form. Upon termination of the Agreement, reserves are released following a hold period (typically ninety (90) to one hundred eighty (180) days) sufficient to cover any post-termination chargebacks, refunds, fines, or assessments.

8. Contact

Refund and billing questions should be directed to:

Kliro LLC — Billing
Email: billing@kliro.io
620 NE 43RD AVE NUM 7457
Des Moines, IA 50313-2841, USA
Phone: +1 (641) 221-4592