Refund Policy

This Refund Policy applies to all paid subscriptions to Kong Metrics ("we," "us," or "our"), operated by Egos Technologies Limited, including the Pro and Agency plans. By purchasing a subscription, you agree to the terms outlined in this policy.

1. Payment Processor and Merchant of Record

All payments for Kong Metrics are processed by Paddle, which acts as our Merchant of Record. Paddle manages billing, invoicing, sales tax, VAT, and refund processing on our behalf. All refund requests are handled by Paddle in accordance with Paddle's Buyer Terms and applicable consumer protection laws.

2. Refund Window

Refund eligibility depends on your location. The following refund windows apply from the date of purchase or first subscription payment:

• EU / EEA / Switzerland / United Kingdom / Turkey / Israel: 14 days
• South Korea / Brazil / China / Canada: 7 days
• Singapore: 5 days
• All other regions: As required by applicable local consumer protection laws

After the applicable refund window has passed, all transactions are non-refundable.

3. How to Request a Refund

To request a refund within your applicable refund window, contact us at billing@kongmetrics.com. Refund requests are processed by Paddle and will be issued to your original payment method within 14 days of approval.

4. Free Trial

All paid plans include a 14-day free trial period. During the trial, you have full access to all features of the selected plan at no cost and with no credit card required upfront.

The free trial is designed to give you ample time to evaluate whether Kong Metrics meets your needs before any payment is charged. We strongly encourage you to fully explore the Service during this period.

If you do not cancel before the trial period ends, your subscription will begin automatically and you will be charged according to your selected plan and billing cycle.

5. Cancellation

You may cancel your subscription at any time from your account settings at app.kongmetrics.com. Upon cancellation:

• Your subscription will remain active until the end of the current billing period
• You will continue to have full access to all paid features until the billing period expires
• No further charges will be made after the current billing period
• Your account will automatically revert to the Free plan at the end of the billing period

6. Annual Subscriptions

Annual subscriptions are billed as a single upfront payment for the full year. After the applicable refund window has passed, no refunds or partial credits are issued if you cancel during an active annual billing period. After cancellation, you will retain access to paid features until the end of the prepaid annual period.

7. Plan Changes

When upgrading from one paid plan to another, you will be charged the prorated difference for the remainder of your billing period. Upgrades take effect immediately.

When downgrading, the change takes effect at the end of your current billing period. No refunds or credits are issued for the price difference between plans.

8. Consumer Rights

This policy does not affect your statutory rights under applicable consumer protection laws. If you are located in a jurisdiction that provides mandatory refund or withdrawal rights that cannot be waived by contract, those rights apply to the extent required by law.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email to active subscribers. Your continued use of the Service after changes take effect constitutes acceptance of the revised policy.

10. Contact Us

If you have questions about this Refund Policy or need to discuss a billing issue, contact us at:

• Billing inquiries: billing@kongmetrics.com
• General support: support@kongmetrics.com
• Website: kongmetrics.com