Cancellation & Refund Policy
Effective for New Customers: February 6, 2026
Effective for Existing Customers: March 11, 2026
1. Purpose and Scope
This Cancellation & Refund Policy (“Policy”) explains when and how customers may cancel services and when refunds may be issued for fees and advertising budgets associated with Kliken products and services (the “Services”). This Policy forms part of, and is incorporated by reference into, the Master Services Agreement (MSA).
2. Key Definitions
- Fees means subscription, setup, configuration, platform access, or other service fees charged by Kliken.
- Ad Budget / Prepaid Media means funds allocated or prepaid by Customer for use as advertising spend on third-party advertising platforms.
- Campaign means an advertising campaign configured and managed through the Services that uses Ad Budget to buy media on third-party advertising platforms.
- Subscription means an ongoing, term-based access plan to the Services (monthly or annual), with or without Ad Budget.
3. General Principles
3.1 Fees Are Generally Non-Refundable.
As stated in the MSA, Fees are non-refundable except: where required by applicable law; or where this Policy expressly provides otherwise.
3.2 Unused Prepaid Ad Budget.
Unused Ad Budget or Prepaid Media will either be refunded to you or, where permitted, credited to your account for future use, as described in this Policy and in the applicable product terms.
3.3 Legal Requirements.
In some jurisdictions, mandatory laws may grant additional rights (e.g., cooling-off periods, pro-rated refunds). Where such laws apply, we will honor the non-waivable statutory rights.
3.4 Platform Decisions.
Advertising platforms independently control ad approvals, delivery, enforcement, and billing. Kliken is not responsible for platform decisions and such decisions do not, by themselves, entitle Customer to a refund of Kliken Fees.
3.5 Refund Request Time Limits.
Unless a longer period is required by applicable law, any request for a refund must be submitted within one hundred eighty (180) days of the applicable charge or bill date.
4. Campaign Products with Ad Budget
4.1 Campaign Purchased but Never Goes Live
If the campaign never goes live and no ad impressions are served:
- Service / Platform Fees: If cancellation is before we have begun configuring your account, we will refund setup Fees. Once configuration has begun, those Fees are non-refundable.
- Ad Budget / Prepaid Media: Any unused Ad Budget will be refunded or, at your choice, credited to your account.
If your campaign does not go live within 45 days of purchase primarily because of a technical issue in the Services (not due to your account configuration or advertising platform decisions), we will refund both the applicable Fees and any unspent Ad Budget.
4.2 Campaign Disapproved or Cancelled Due to Platform Policy (No Serving)
If a campaign is disapproved by an advertising platform and no ads are served:
- Service / Platform Fees: Non-refundable. Platform disapprovals do not constitute a breach by Kliken.
- Ad Budget / Prepaid Media: Any Ad Budget that was not actually spent on media will be refunded or credited to your account.
4.3 Campaigns That Launch and Run (Media Spend Occurs)
If a campaign has served ads:
- Service / Platform Fees: Non-refundable once the campaign period begins.
- Used Ad Spend: Non-refundable once spent on media.
- Unused Ad Budget: If a campaign is cancelled with remaining unused Ad Budget, we will refund the unused balance or credit it to your Kliken account for future campaigns.
Poor performance alone does not qualify for a refund.
5. Subscription Products Without Ad Spend
5.1 Monthly Subscriptions
Monthly Fees are billed in advance. Fees are non-refundable once a monthly period has begun, except where required by applicable law. If you cancel, access continues until the end of the current billing period; you will not receive a pro-rated refund for the remainder of the current period.
5.2 Annual Subscriptions
Annual Fees are billed in advance for a 12-month term. Fees are non-refundable if you cancel before the end of the term. If Kliken discontinues the applicable Service or terminates your annual subscription without cause before the end of your paid term, we may provide a pro-rated refund of the unused portion of your annual subscription Fees.
6. How to Request a Cancellation or Refund
To cancel Services or request a refund:
- Use the cancellation options available in your account dashboard; or
- Contact us at support@kliken.com or through our support channels, and include: Your account email address; The product or campaign name; The reason for cancellation or refund request; Any relevant order IDs or transaction details.
Refunds, where approved, will generally be processed to the original payment method used for the purchase.
7. Chargebacks and Disputes
We encourage you to contact us first to resolve any billing or service issues. If you initiate a chargeback without first attempting to resolve the issue with us, we may suspend or terminate access to the Services while the dispute is pending and may treat repeated or abusive chargebacks as a violation of the MSA.
8. Consumers and Local Law
Where you use the Services as a consumer, or where local laws provide you with additional non-waivable rights, we will honor those rights to the extent required by law. If you have questions, please contact us at support@kliken.com.