Last Updated: September 17, 2026
This Refund Policy explains how Kupola ("Kupola," "we," "us," or "our") handles refunds for paid subscriptions purchased through the Kupola website.
This page should be read together with our Subscription Terms, Terms of Service, and Privacy Policy.
1. Scope
This Policy applies to Kupola Family subscriptions purchased directly from Kupola through kupola.app.
Kupola subscriptions are not sold through the Apple App Store or Google Play. If you believe you purchased a subscription through an app store, that purchase is governed by the store's own refund process and not by this Policy.
2. Free Trial
Kupola Family includes a free trial when you first subscribe.
- The trial gives access to paid features.
- You are not charged during the trial.
- Cancelling before the trial ends means you are not charged.
- If you do not cancel, your subscription begins automatically when the trial ends and the first payment is taken.
We send a reminder before a trial converts to a paid subscription.
3. Our 14-Day Refund Guarantee
If you are not satisfied with Kupola Family, you may request a full refund within 14 days of your first payment, for any reason.
- No explanation is required.
- The refund is returned to the payment method you used.
- Your subscription ends when the refund is processed.
To request one, email help@kupola.app from the address on your account.
This guarantee applies to your first payment on a subscription. Renewal payments are covered by section 5.
4. Your Statutory Right of Withdrawal (EU, EEA and UK)
If you are a consumer in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from a distance contract within 14 days, without giving a reason.
Our guarantee in section 3 meets that right, so in practice you may simply use it.
Where you prefer to rely on your statutory right, contact us at help@kupola.app within 14 days of purchase. A clear statement is enough; no particular form of words is required. We will refund using the same payment method within 14 days of receiving your request.
5. Refunds After 14 Days, and on Renewals
Outside the 14-day window, and on renewal payments, subscription charges are generally non-refundable.
We may still issue a refund or partial refund in circumstances including:
- a duplicate charge for the same subscription period;
- a charge taken after a cancellation was completed;
- a technical fault that prevented use of the Service for a significant part of the paid period and that we were unable to resolve;
- a charge you did not authorise.
Requests are reviewed individually. Approval in one case does not create an entitlement in another.
6. What Is Not Refundable
We do not normally refund:
- a renewal you did not cancel before the renewal date, where a reminder was sent;
- a subscription cancelled part-way through a paid period, since access continues to the end of that period;
- a request made after 14 days where the Service functioned as described.
7. Cancelling Instead of Refunding
If you no longer want the subscription but are outside the refund window, cancelling stops any further charges.
- Cancel in the Kupola parent app.
- Access continues to the end of the period you have already paid for.
- At the end of that period the account moves to the free tier.
- Cancelling does not delete your account or your data. Deletion is a separate request, described in our Data Retention & Deletion Policy.
8. How to Request a Refund
Email help@kupola.app with:
- the email address on your account;
- the approximate date of the charge; and
- the amount charged.
You do not need to give a reason within the 14-day window.
We aim to respond within 1 business day. If a refund is approved, it is returned to your original payment method. The time it takes to appear depends on your bank or card issuer, and is typically 5 to 10 business days.
9. Payment Processing
Payments are processed by our payment provider. Kupola does not store full card details.
Your payment provider may retain transaction records under its own policies, independently of any refund or account deletion.
10. Chargebacks
If you believe a charge is incorrect, please contact us before raising a dispute with your bank or card issuer. We can usually resolve it faster, and without your account being affected.
Where a chargeback is raised, access to paid features may be suspended while the dispute is reviewed.
11. Changes to This Policy
We may update this Policy from time to time to reflect changes in our practices, services, or legal obligations.
When we do, we will update the "Last Updated" date at the top of this page. The Policy in force at the time of your purchase applies to that purchase.
12. Contact Us
If you have questions about this Policy or want to request a refund, please contact us at:
Email: help@kupola.app
