Refund Policy

01Merchant of Record

1.1 Kronical AI Ltd is the seller and Merchant of Record for paid subscriptions and one-off purchases on the Service. We are responsible for receiving payments, applying any taxes payable on the sale, and handling refunds and chargebacks. Payment processing is carried out by our current payment processor, which is identified at checkout.

1.2 We do not store your full payment card details. Card data is collected and processed by our current payment processor.

1.3 Where this Policy refers to a refund being issued by kronical, the refund is processed back to the original payment method through our current payment processor.

02Free plan and trials

2.1 The Free Plan is provided at no cost. No refund is payable in respect of the Free Plan because no fee is charged.

2.2 Where we offer Trial Access (free trials, beta access, or evaluation access of paid features), no fee is charged during the trial period and no refund arises in respect of the trial itself. If a paid subscription begins automatically at the end of a Trial Access period, the refund and cancellation rules below apply to that paid subscription.

2.3 This Policy also applies to one-off purchases of credit packs. Where the rules for credit packs differ from those for subscriptions, this is set out in the relevant section below.

03Consumer cooling-off rights (UK/EU)

3.1 If you are a consumer resident in the United Kingdom or the European Union purchasing a paid subscription, you have a statutory right to cancel within 14 days of purchase and receive a refund, subject to the conditions in this section. This right is sometimes called the "cooling-off period".

3.2 Because the Service is digital content made available immediately on subscription, you agree that by starting to use the Service (for example, by logging in, viewing content, configuring agents, running a query through the API or MCP server, or using any feature of the Service) within the 14-day period, you expressly request immediate performance and acknowledge that you lose your right of withdrawal once performance has begun.

3.3 If you have not used the Service within 14 days of purchase, you may cancel and receive a full refund by contacting [email protected]. Please include the email address on your account and your order or receipt reference so we can locate the purchase.

3.4 Nothing in this Policy removes or limits any statutory right you may have as a consumer that cannot be excluded or limited by contract.

3.5 If you are a consumer resident in the United Kingdom or the European Union purchasing a one-off credit pack, the same 14-day cooling-off framework in this Section 3 applies. Because credit packs are digital content made available immediately on purchase, you agree that by purchasing a credit pack you expressly request immediate supply and acknowledge that you lose your right of withdrawal once credits have been added to your account. This applies whether or not you have spent any of the credits.

04Cancelling a subscription

4.1 You can cancel a subscription at any time through your account settings or by contacting [email protected].

4.2 Unless a refund applies under Section 3 or Section 5, cancellation takes effect at the end of your current billing period. You will continue to have access until that date and you will not be charged again unless you re-subscribe.

4.3 Cancelling a subscription does not by itself trigger a refund of fees already paid for the current billing period. Where a refund is due (for example under Section 3 or Section 5), it will be processed back to the original payment method through our current payment processor.

05Discretionary refunds outside the cooling-off period

5.1 Except where required by law (including the consumer cooling-off rights in Section 3), subscription fees are non-refundable. You are paying for access to the Service for the billing period in question, and partial refunds are not provided for unused time within a billing period.

5.2 We may, at our sole discretion, issue a refund or pro-rated credit outside the cooling-off period - for example where there has been a clear billing error, accidental duplicate charge, or extended unavailability of the Service that materially prevented use of the subscription. Granting a discretionary refund in one case does not create an obligation to grant refunds in other cases or in the future.

5.3 To request a discretionary refund, email [email protected] within 30 days of the charge. Please include the email address on your account, the order or receipt reference, and a brief description of the issue.

5.4 For one-off credit pack purchases outside the cooling-off period: we may, at our sole discretion, issue a refund where all credits from the pack remain unused on your account at the time of the request and the request is made within 30 days of purchase. Once any credit from a pack has been spent, no refund is available for that pack. Granting a discretionary refund in one case does not create an obligation to grant refunds in other cases or in the future.

06When refunds are not available

Subject to Section 3 (consumer cooling-off rights) and to any statutory right that cannot be excluded by contract, refunds will not generally be available where:

• You have used the Service during the billing period in question (including by logging in, viewing content, configuring agents, or making API or MCP requests under your account);
• In the case of a one-off credit pack purchase, credits from the pack have been added to your account (whether or not you have spent any of them), except where Section 5.4 applies;
• You have changed your mind after the cooling-off period has ended or after you have begun using the Service within that period (see clause 3.2);
• You have failed to cancel before automatic renewal and a renewal charge has been processed for a period during which the Service was available to you;
• Access has been suspended or terminated because of a breach of the Terms of Service or applicable law;
• The request relates to limitations, outputs, accuracy, timing, or behaviour of the Service that are disclosed in the Terms or the Disclaimer (including the informational nature of the Service, AI behaviour, third-party sources, and timing or delay of outputs); or
• The request relates to third-party services, Integrations, AI assistants connected via the MCP server, prediction-market or event-contract venues, or any other third-party platform whose availability or behaviour is outside our control.

07Price changes

We may change subscription fees or plan features with reasonable notice, as described in the Terms of Service. If you do not agree to a fee change, you may cancel before it takes effect. Once a renewal at the new price has been charged for a period during which the Service was available to you, that renewal is treated like any other paid period under this Policy.

08Chargebacks

8.1 If you believe a charge is incorrect, please contact [email protected] before initiating a chargeback so that we can investigate and resolve the issue directly with you. In most cases this is faster than a chargeback.

8.2 Chargebacks initiated without prior contact, or that we reasonably consider to be unfounded, may result in suspension or termination of your access to the Service in accordance with the Terms, and any outstanding amounts may remain payable.

09How to request a refund

To request a refund or to cancel a subscription, contact [email protected]. Please include:

• The email address on your kronical account;
• The order or receipt reference shown on your purchase confirmation email;
• A short description of the reason for the request.

We aim to acknowledge refund requests within a few working days. Where a refund is approved, it will be processed back to the original payment method through our current payment processor. The time it takes for the refund to appear on your statement depends on your bank or card issuer.

10Enterprise agreements

If you have entered into a separate written enterprise agreement with kronical (such as an MSA, Order Form, or SOW), the refund, cancellation and termination terms of that agreement will govern to the extent they conflict with this Policy.

11Changes to this Policy

We may update this Refund Policy from time to time. If changes are material, we will provide reasonable notice (for example, via the Service or by email). Continued use of the Service after the effective date means you accept the updated Policy. The cooling-off rights of consumers under Section 3 will continue to apply to purchases made before any change, on the basis they applied at the time of purchase.

12Governing law and jurisdiction

This Refund Policy is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any dispute arising out of or in connection with this Policy, except where mandatory local law requires otherwise.