We understand that sometimes things don't go as planned, and you may need a refund for the digital services you've purchased from our platform. In this guide, we'll explain our refund policy in simple terms and walk you through the easy process of requesting a refund. If you’d like to read more, please refer to our Terms of Service.

**Please Note:** This Refund Policy applies only to fees charged directly by Kliken to you, the customer. If your fees are billed by your E-Commerce Platform Partner, you will need to contact your E-Commerce Platform Partner directly.

Digital services are things like software, subscriptions, and other intangible products we provide to you.

Unfortunately, not all fees are refundable. Some fees, like the Platform Fee and Processing Fees, cannot be refunded. These fees cover setup and administrative costs.

If you have promotional credits linked to a specific campaign, you can't transfer or get a refund for them. Check out our cancellation policy for more details.

You have up to six (6) months from the original charge date to request a refund. After that, it's not possible.

Make sure to follow our Refund Request process; otherwise, it might take longer to get your refund.

If you have other active campaigns on the same account, you can move any unused advertising spend to one of them.

You can ask for a refund for any unused advertising spend, and we'll send it back to the card you used to complete the original payment.

Any marketing spend that hasn't been used when you cancel or suspend your subscription is eligible for a refund.

This fee, covering the setup and maintenance of your service, is non-refundable.

These fees, related to payment and administration, can't be refunded and are applied when you purchase a campaign.

Once your marketing spend has been used on an advertising platform, it's non-refundable because the service has been provided.

Any promotional advertising credits provided by Kliken can't be refunded.

Start by completing our Refund Request Ticket. To start this process, you must be logged into your Kliken account. Once logged in, open the Help Widget at the bottom right corner of your screen (yes, that is a Kraken!) and select the 'Billing: Refund Request' ticket. Enter the requested details, submit your ticket, and it's on its way to the team for review.

If you have requested the immediate closure of your campaign within 24 hours of receiving your request, we'll cancel your campaign to stop it from running and any further billing if you have requested this.

We understand that sometimes plans change and you may need to cancel your campaign. We're here to help make that process as smooth as possible.

Please note, you must request the cancellation at least 24 hours in advance of your next billing date in order to not have the invoice charged. If your request is within 24 hours of the date, your campaign will be charged again, but we will include this additional balance in any refund calculations.

If you have already been charged for your campaign and then requested a cancellation, we will include any additional balance in your refund calculations. Please note that refunds may take up to 5 business days to process.

If you have any questions or concerns about canceling your campaign, please don't hesitate to contact our customer support team. We're here to help and make sure you have the best experience possible with our platform.

Thank you for choosing our platform for your advertising needs. We hope to see you again in the future!

Refunds take at least 10 working days for our team to review and process. This is because it can take up to three days for the marketing platforms to send us back some important information relating to your campaign performance, and once received, our team needs to complete a set of internal checks to make sure all the numbers match! It’s important to make sure you’re getting the right amount of money back.

If approved, we'll credit the refund back to your original payment method. Allow an extra 5-15 business days for your financial institution to process the refund.

If you file (or have filed) a dispute regarding an invoice or associated fees, it can pause the refund process, taking at least 35 days to resolve.

You may not be eligible for a refund if:

Providing false information or misrepresenting your intentions or activities related to our product/service can make you ineligible for a refund.

Failure to comply with our Terms of Service, which outlines the appropriate use of our product/service, can also affect your eligibility.

Violating advertising platform policies may result in your account's suspension or termination and could render you ineligible for a refund. Remember, it's your responsibility to follow these policies.

In general, we reserve the right to apply a refund administration fee of up to 10% of the refunded amount. Any exceptions to this policy will be handled on a case-by-case basis at our discretion.

We may update our refund policy from time to time. If we do, we'll post the changes on this page and let you know through your preferred communication channels.

Thank you for choosing Kliken! If you have any questions or need further assistance, don't hesitate to contact our Support team!