Monthly Subscriptions
Monthly subscription fees are generally non-refundable after the billing cycle begins. Customers may cancel at any time and keep access until the end of the paid period.
Annual Subscriptions
Annual subscriptions may be reviewed only in limited cases such as an early request after the first payment, provided the account has not processed significant event volume or used custom onboarding services.
Free Plans and Trials
Free plans and trials are designed to help customers test KePixel before upgrading. There are no refunds for free plans, and paid upgrades follow the selected plan terms.
Duplicate Payments
If a duplicate charge or clear payment error occurs, we will review the transaction and refund the duplicate amount if confirmed by payment and invoice records.
Service Issues
For technical issues, customers should contact support first so we can review source setup, destinations, access tokens, event mapping, or third-party platform issues. Refunds are not automatic for temporary interruptions or incorrect setup.
Custom Services
Custom onboarding, integrations, consulting, enterprise implementation, or developer work are non-refundable once work has started unless a separate written agreement states otherwise.
How to Request a Refund
To request a refund review, email mostafa.hatata@kepixel.online with your account email, invoice number, payment date, plan, and reason for the request. You may also contact WhatsApp +966541887671.
Final Decision
Kepixel AI may approve or reject refund requests based on usage, account status, billing history, reason for the request, custom work, and operational or legal obligations.