Cancellation & Refund Policy

1. Customers

Customers are not charged any fee to use KIVOZA. Creating an account, posting a project and connecting with Vendors carry no charge, so there is nothing to refund.

KIVOZA does not process, hold or refund payments for project work. Those payments are made directly between the Customer and the Vendor. Any refund for project work must be agreed between the Customer and the Vendor.

2. Vendor Plans

Every Vendor account includes three service categories and two industries at no charge. Vendors can purchase additional categories and industries on a monthly plan. The price, billing period and renewal terms are shown before you complete any purchase.

Connections with Customers are not charged.

In this policy, a "month" means each monthly period counted from the date your plan started, not a calendar month.

3. Monthly Plans

Monthly plans are not refundable. If you cancel a monthly plan or close your account, your plan stays active until the end of the current month and then ends. We do not refund the remaining days of that month.

4. When No Refund Is Given

Apart from the cases described in this policy, we do not provide refunds or credits for:

• any monthly plan, including unused days in the current month
• removing individual categories or industries while your account remains open
• not receiving connections, or a particular number of connections, during a plan
• periods when you turned your visibility off.
• suspension or closure of your account because of a breach of our Terms of Service, Vendor Agreement or Uses Policy.

5. Cancellation and Renewal

You can cancel a plan at any time from your account, or by emailing [email protected]. Cancelling stops the plan from renewing. It stays active until the end of the period already paid for.

Where you choose automatic renewal, your plan renews at the end of each period at the price then shown on the Platform. Where required, you will receive advance notice before your payment method is charged. To avoid renewal, cancel before the renewal date.

6. Other Refunds

We will also issue a refund, on any plan, in the following cases:

• Duplicate payment - if you were charged more than once for the same purchase
• Billing error - if you were charged an incorrect amount, or charged for something you did not purchase.
• Closure by KIVOZA - if we close your account without cause, or stop operating the Platform, before the end of a period you have paid for. In this case we will refund the unused portion of that period.

Please report a duplicate payment or billing error within 30 days of the charge.

7. How to Request a Refund

To close your account or report a payment problem, email [email protected] from your registered email address.

Approved refunds are paid to the original payment method within 7 business days of approval. The time taken for the amount to appear in your account depends on your bank or card issuer.

8. Failed Payments and Chargebacks

If a payment fails, the purchase will not be activated or renewed. If you believe a charge is wrong, please contact us before raising a dispute with your bank so that we can resolve it quickly. We may suspend an account while a chargeback is being investigated.

9. Taxes

Prices do not include applicable taxes, such as GST, which will be added where required. Where a refund is issued, the tax charged on the refunded amount will be refunded or adjusted as the law allows.

10. Contact Us

If you have any questions about this document, contact us at [email protected].