Refund and cancellation policy

First, which money are we talking about?

There are two completely separate things, and this policy only covers one of them.

Payment	Covered here?
Your Klaar subscription What you pay us monthly to use the software	Yes. This page.
An invoice your client paid you Money that went into your own bank account	No. See below.

Klaar never holds, receives or controls the money your clients pay you. It settles directly from your payment provider into your own bank account. We therefore cannot refund it, reverse it, or intervene in a dispute about it — we have no access to those funds at any point.

Cancelling your subscription

Cancel any time from the Billing screen. It takes effect at the end of the period you have already paid for, not immediately, because you paid for that period.

You keep full access until your current period ends.
No further payments are taken after you cancel.
Nothing is deleted. Your invoices, clients and history stay on file.
Exports keep working, so you can take all of your data with you.
Paying again later restores access to the same data.

There is no cancellation fee, no notice period and no minimum term.

Your cooling-off right

Under the Consumer Protection Act, you may cancel an electronic transaction within seven days of concluding it and receive a refund, without giving a reason.

If you subscribed within the last seven days and want to undo it, email us and we will refund that payment in full. You do not have to explain why.

When we will refund you

Within seven days of subscribing — full refund, no reason needed.
You were charged twice for the same period — we refund the duplicate.
A billing error on our side — wrong plan, wrong amount, a charge after you cancelled. We refund the difference.
An extended outage that was our fault — if Klaar was unusable for a meaningful part of a period, we refund that part.
We closed your account without cause — we refund the unused portion of what you paid.

When we will not

Part months. Cancelling mid-period does not produce a pro-rata refund — you keep access for the remainder instead.
Periods you did not get round to using. The subscription is for availability of the software, not for how much of it you used.
Payment provider fees. The percentage your provider takes on your clients' payments is theirs, not ours, and we cannot return it.
Accounts closed for fraud or unlawful use.

None of this limits any right you have under the Consumer Protection Act.

Refunding your own client

If you need to give money back to a client who paid one of your invoices, that is between you and them, and it happens in two steps:

Refund the transaction in your payment provider's dashboard. That is where the money actually is.
Issue a credit note against the invoice in Klaar, so your records and your VAT position match what really happened.

Doing only the first leaves you declaring VAT on income you gave back. Doing only the second leaves your client out of pocket.

Which refunds are automatic

Two situations involve no judgement on our part, so the software handles them immediately from the Billing screen — you press a button and it is done, with no email and no waiting:

Inside the seven-day cooling-off window. A full refund, no reason required, because you are legally entitled to it. Your subscription ends at the same moment.
A duplicate charge. If you were billed more than once for the same period, we return the extra automatically. Your access is unaffected, because the original payment still stands.

Everything else is assessed by a person. Deciding whether an outage was our fault, or whether an account was closed unfairly, is a judgement — and we would rather make it properly than have software guess.

Automatic refunds are limited to one per account. A genuine duplicate charge is always returned, even if you have had a refund before.

How to ask for a refund

Start at Billing in your account. It tells you before you press anything whether your case is automatic or needs a person, and why.

Email klaarinvoices@gmail.com, or send us a message, with the email address on your account and roughly when the payment was taken. You do not need a reference number.

For anything needing review, we respond within one business day. Approved refunds are processed within five business days, and go back to the card that was charged — your bank may then take a further three to ten days to show it, which is out of our hands. Automatic refunds skip the first step entirely and are submitted the moment you press the button.

If we turn a refund down, we will tell you why, in writing, referring to this page.