Refund Policy

1. Subscription plans (Pro, Pro+, Business)

Pro, Pro+ and Business plans are billed monthly in advance. You may cancel at any time from your billing settings — cancellation takes effect at the end of your current billing period and you retain access until then.

No refunds are issued for partial months. If you cancel mid-cycle, your subscription stays active until the end of the period you already paid for, and no prorated refund is owed.

Exception — first-time mistakes: if you accidentally subscribed (e.g. expected the Free plan, or upgraded by mistake) and contact us within 24 hours of the charge, we will refund the most recent month in full as a courtesy. One per account.

2. Free plan

The Free plan is permanently free for the first 3 quotes per account. No money changes hands, so no refund applies.

3. Marketplace leads (contractors)

When you accept a lead from the Kwotly marketplace, the lead fee is charged via Stripe Connect. Refunds are issued in the following cases:

• The client cannot be reached after three documented attempts within 7 days.
• The client confirms in writing that the project is no longer happening.
• The lead description is materially inaccurate (wrong trade, fake address, duplicate of another lead you've already paid for).
• The client retracts the request before any work is scoped.

To request a marketplace refund, email [email protected] within 14 days of accepting the lead with the lead ID and a brief explanation. Approved refunds are issued to your original payment method within 5–10 business days.

4. Client deposits

When a client pays a deposit on a quote, the payment goes directly to the contractor's Stripe account via Stripe Connect. Kwotly does not hold these funds. Refund disputes between a client and contractor are handled directly between those two parties — Kwotly's role is limited to providing the records.

If the contractor agrees to refund the deposit, they may issue the refund through their own Stripe dashboard or via Kwotly support if assistance is needed.

5. Chargebacks

If you initiate a chargeback with your bank or card issuer instead of contacting us first, your account may be suspended pending resolution. We always recommend reaching out to support — most issues are resolved faster directly than through a chargeback process.

6. How to request a refund

Email [email protected] from the email address on your account. Include:

• What you're requesting a refund for (subscription month / specific lead ID / deposit ID)
• The date of the charge
• A short explanation

We reply within 2 business days. Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank.