We understand that sometimes things don't go as planned, and you may need a refund for the digital services you've purchased from our platform. In this guide, we'll explain our refund policy in simple terms and walk you through the easy process of requesting a refund. If you’d like to read more, please refer to our Terms of Service.
**Please Note:** This Refund Policy applies only to fees charged directly by Kliken to you, the customer. If your fees are billed by your E-Commerce Platform Partner, please refer to our ‘Billed by Partner’ article.
1. What You Need to Know
a) What Are Digital Services?
Digital services are things like software, subscriptions, and other intangible products we provide to you.
b) Not Everything Is Refundable:
Unfortunately, not all fees are refundable. Some fees, like the Automation Fee and Processing Fees, cannot be refunded. These fees cover setup and administrative costs.
c) Keep Promotional Credits in Mind:
If you have promotional credits linked to a specific campaign, you can't transfer or get a refund for them. Check out our cancellation policy for more details.
d) Act Quickly:
You have up to six (6) months from the original charge date to request a refund. After that, it's not possible.
e) Follow the Process:
Make sure to follow our Refund Request process; otherwise, it might take longer to get your refund.
2. Options for Unused Advertising Spend
a) Move It to Another Campaign:
If you have other active campaigns on the same account, you can move any unused advertising spend to one of them.
b) Get a Refund:
You can ask for a refund for any unused advertising spend, and we'll send it back to the card you used to complete the original payment.
3. What Can Be Refunded
a) Unused Marketing Spend:
Any marketing spend that hasn't been used when you cancel or suspend your subscription is eligible for a refund.
4. What Can't Be Refunded
a) Automation Fee:
This fee, covering the setup and maintenance of your service, is non-refundable.
b) Processing Fees:
These fees, related to payment and administration, can't be refunded and are applied when you purchase a campaign.
c) Deployed Marketing Spend:
Once your marketing spend has been used on an advertising platform, it's non-refundable because the service has been provided.
d) Promotional Ad Credits:
Any promotional advertising credits provided by Kliken can't be refunded.
5. How to Request a Refund
a) Fill out the Refund Request Form:
Start by completing our Refund Request Form here. Remember to include your Master Account ID, Invoice/Receipt ID, Campaign Name, purchase details, and a detailed reason for your request. If you have multiple refunds to request, submit them one at a time for faster processing.
b) We'll Cancel Your Campaign:
Within 24 hours of receiving your request, we'll cancel your campaign to stop further billing if you have requested this.
c) Wait for Processing:
Refunds take at least 10 working days for our team to review and process. This is because it can take up to three days for the marketing platforms to send us back some important information relating to your campaign performance and once received, our team needs to complete a set of internal checks to make sure all the numbers match! It’s important to make sure you’re getting the right amount of money back.
If approved, we'll credit the refund back to your original payment method. Allow an extra 5-15 business days for your financial institution to process the refund.
d) Keep Disputes in Mind:
If you file (or have filed) a dispute regarding an invoice or associated fees, it can pause the refund process, taking at least a minimum of 35 days to resolve.
You may not be eligible for a refund if:
a) False Information:
Providing false information or misrepresenting your intentions or activities related to our product/service can make you ineligible for a refund.
Failure to comply with our Terms of Service, which outlines the appropriate use of our product/service, can also affect your eligibility.
c) Platform Policy Violations:
Violating advertising platform policies may result in your account's suspension or termination and could render you ineligible for a refund. Remember, it's your responsibility to follow these policies.
In general, we reserve the right to apply a refund administration fee, up to 10% of the refunded amount. Any exceptions to this policy will be handled on a case-by-case basis at our discretion.
7. Changes to Refund Policy
We may update our refund policy from time to time. If we do, we'll post the changes on this page and let you know through your preferred communication channels.
Thank you for choosing Kliken! If you have any questions or need further assistance, don't hesitate to contact our Support team!