Refund Policy

This Refund Policy describes when and how Kernion ("we", "us") refunds payments made for subscriptions to the agency.kernion.io platform. It supplements — and where the law is more favourable to you, is overridden by — your statutory consumer rights and the Terms of Service.

1. EU 14-day right of withdrawal (consumers only)

If you are a consumer in the European Union, you have a statutory right under Directive 2011/83/EU to withdraw from a distance contract within 14 days of its conclusion, without giving any reason. The withdrawal period for a Kernion subscription begins on the day you conclude the contract (i.e. the day of the first paid checkout).

To exercise the right of withdrawal, send an unambiguous statement (e.g. a letter sent by post or email) to hello@kernion.io identifying the account and stating that you wish to withdraw. We will refund the full amount paid, including any setup fee, within 14 days of receiving the withdrawal notice, using the same payment method you used for the original transaction unless you expressly agree otherwise.

Loss of right of withdrawal: if you ask us to begin performance of the service before the 14-day period expires (which we do by default at checkout so you can use the platform immediately), you acknowledge that you lose the right of withdrawal once the service has been fully performed. For ongoing subscription services, you remain entitled to a pro-rata refund for the unused portion of the current billing period if you withdraw within the 14 days, in accordance with Art. 14(3) of Directive 2011/83/EU.

2. 30-day money-back guarantee (all customers)

Beyond the statutory right of withdrawal, Kernion offers a 30-day money-back guarantee on every paid subscription. If within the first 30 days of your initial paid subscription you are not satisfied — for any reason — contact hello@kernion.io and we will refund the subscription fees you paid in that 30-day window in full, no questions asked.

The money-back guarantee applies to the first billing period of a new subscription. Renewals, plan upgrades, and reinstatements after cancellation are not covered by the guarantee but remain refundable on a case-by-case basis at our reasonable discretion.

3. Cancellation and pro-rata refunds

You may cancel your subscription at any time from the Stripe customer portal linked from your account billing page. Cancellation takes effect at the end of the current billing period — you keep access until the period ends, and you are not charged again. We do not pro-rate refunds for cancellations made outside the 14-day withdrawal window or the 30-day money-back guarantee except where required by law.

4. Failed payments and chargebacks

If a payment fails (declined card, insufficient funds, etc.), we attempt Stripe's standard dunning sequence before suspending the subscription. You are responsible for keeping your payment method up to date. Chargebacks initiated without first contacting us are treated as a breach of the Terms of Service and may result in immediate account suspension and the loss of the money-back guarantee for any subsequent subscription.

5. Setup and one-off fees

Where a setup fee or other one-off charge is part of your plan, it is refunded in full within the 14-day withdrawal window and within the 30-day money-back guarantee. After those windows, setup fees are non-refundable unless the service was not delivered as described.

6. Tax

Refunds include any VAT or sales tax originally collected. The refund is issued in the same currency as the original charge, in the gross amount (tax-inclusive).

7. Contact

For all refund and withdrawal questions: hello@kernion.io. We aim to reply within one business day.

8. Online dispute resolution

The European Commission provides a platform for online dispute resolution (ODR) at ec.europa.eu/consumers/odr. We are not obliged, nor willing, to participate in dispute-resolution procedures before a consumer arbitration board.