Kwala Intel Platform Refund and Cancellation Policy

Effective Date: 5th August 2026

1. Scope of This Policy

1.1 This Refund and Cancellation Policy ("Policy") sets out the terms on which subscription fees paid for access to the Kwala Intel Platform ("Platform") may be cancelled or refunded. This Policy forms part of, and should be read together with, the General Terms and Conditions. Capitalised terms used but not defined in this Policy have the meanings given to them in the General Terms and Conditions.

2. Subscription Cancellation

2.1 You may cancel your subscription at any time through your account settings on the Platform or by written request to [email protected]. Cancellation stops future auto-renewal of your subscription.

2.2 Cancellation takes effect at the end of your then-current billing cycle. You will continue to have access to paid features until the end of that cycle, after which your account will revert to the free tier (if available) or lose access to paid features.

2.3 There is no minimum lock-in period. You may cancel a monthly or annual subscription at any time without penalty; however, no partial-period refund is issued for the time remaining in the cycle, as set out in Clause 3 below.

3. No Refunds for Partial Billing Periods

3.1 Subscription fees are charged in advance for the selected billing cycle (monthly or annual). Because you retain full access to paid features for the remainder of the billing cycle after cancellation, the Company does not issue pro-rata or partial refunds for any unused portion of a billing cycle, except where required under applicable law.

3.2 This Policy does not entitle you to a refund on the basis that you did not use the Platform during a paid billing cycle, or that you disagree with the AI-Generated Content produced during that period. The nature of the Platform and its AI-Generated Content is described in the General Terms and Conditions and the AI-Generated Content Disclosure, both of which you accept prior to subscribing.

4. Circumstances in Which a Refund May Be Issued

4.1 Notwithstanding Clause 3, the Company may, at its discretion, issue a full or partial refund in the following circumstances:

• Duplicate Payment: Where you have been charged more than once for the same billing cycle due to a technical or processing error.
• Failed or Incomplete Service Activation: Where payment was successfully collected but your subscription was not activated due to a technical fault attributable to the Platform, and the issue is not resolved within a reasonable time.
• Unauthorised Transaction: Where you did not authorise the payment and this is confirmed following investigation by the Company or the relevant payment provider.

4.2 To request a refund under this Clause, you must contact [email protected] within thirty (30) days of the disputed charge, providing your registered email address, the transaction date, and a description of the issue.

5. Refund Processing

5.1 Approved refunds will be processed to the original payment method used for the transaction, through the Company's third-party payment gateway provider. Refund processing times are determined by the payment gateway and the User's bank or payment provider and are typically completed within five (05) to fourteen (14) business days from approval, though this may vary and is not guaranteed by the Company.

5.2 The Company does not process refunds in cash or through any payment method other than the original mode of payment, except where this is not possible for reasons attributable to the payment gateway or bank, in which case the Company will coordinate an alternative method in good faith.

6. Failed Payments and Auto-Renewal

6.1 If a subscription renewal payment fails, the Company may make reasonable attempts to process the payment again and will notify you of the failure through your registered email address. If payment is not successfully collected within a reasonable period, your subscription will not renew and your account will revert to the free tier (if available) or lose access to paid features, without further liability to the Company.

6.2 You are responsible for ensuring that your payment method remains valid and sufficiently funded for scheduled renewal charges.

7. Changes to This Policy

7.1 The Company reserves the right to modify this Policy at any time in accordance with Clause 20 (Modification of Terms) of the General Terms and Conditions. Material changes will be posted on the Platform with a revised effective date and, where required, notified to your registered email address.

- End of Policy -