Scope

This policy covers Kelola subscription payments (Starter, Growth, and Enterprise plans) made from the Subscription page in the app and processed by iPaymu.

Kelola does not process your store's sales money, so refunds to your own customers are entirely your store's matter.

Try before you pay

Refundable payments

Refunds are only given in the cases below. Any case not listed is not refunded.

• Double charge: the same payment succeeded two or more times for the same plan and period. The extra payment is refunded.
• Not activated: the payment succeeded at iPaymu, but the active period did not increase and the Kelola team cannot activate it within 2 x 24 hours of your report. That payment is refunded.
• Wrong amount: the amount charged is higher than the plan price on the Subscription page plus the fee shown on the iPaymu payment page at the time of payment. The difference is refunded.

Non refundable payments

• Changing your mind, finding it not a fit, or not using the app during the active period.
• Stopping before the active period ends. Remaining time is not paid out.
• Moving to a lower plan. Remaining time on the old plan is not paid out.
• Choosing the wrong plan or duration. Contact us and we will help adjust the plan, but not as a cash refund.
• Stores deactivated for breaching the Kelola Terms & Conditions.
• Issues on the user's side, such as devices, browsers, printers, or internet connection.
• Issues with third party services you use yourself, such as WhatsApp or Fonnte, banks, and delivery apps.
• Requests made more than 7 calendar days after the payment date.

Service outages

If Kelola is completely unavailable due to a problem on Kelola's side for more than 24 consecutive hours, affected stores receive extra active days equal to the outage, rounded up. Outage compensation is given as active time, not money.

Scheduled maintenance announced in advance does not count as an outage.

How to request

Send your request from the store owner's registered email to halo@kelola.pro, or via WhatsApp +62 895-0775-5034, within 7 calendar days of the payment date. Include:

• Store name and owner account email.
• Date, amount, and iPaymu transaction number.
• Proof of payment, such as a screenshot or the iPaymu email.
• The reason, matching one of the refundable cases.
• Bank name, account number, and account holder for the refund.

Process and timing

• We review the request against iPaymu and Kelola records and reply within 3 business days.
• Approved refunds are paid by bank transfer to the account you provide within 14 business days of approval.
• The refund covers the plan price you paid. iPaymu payment fees are not refunded.
• Active time that came from a refunded payment is removed on the day the refund is processed.
• The details you provide must be correct. Kelola is not responsible for failed or misdirected transfers caused by wrong account details.
• Kelola's decision on a request is final.

Payment disputes

Please contact us before filing a chargeback or dispute with your bank or payment provider. While a dispute is open, the related store's access may be restricted until it is resolved.

Hardware purchases

Purchases of tablets, printers, and other hardware follow the warranty terms given at purchase and are not covered by this policy.

Changes to this policy

Kelola may update this policy at any time. The version that applies is the one shown on this page on the payment date.