Refund Policy

Karven is a subscription service. We don't want anyone paying for a tool they don't use, and we don't want anyone stuck because a refund process is a maze. This policy is short and behavioural.

Nothing in this policy excludes or limits any non-excludable right you may have under the Australian Consumer Law (ACL). Where the ACL gives you a stronger right than this policy, the ACL applies.

Every first-time paid subscriber gets a 14-day money-back guarantee on the first subscription charge. If you cancel within 14 days of the first paid charge and email hello@karven.com.au from the email address on your account, we will refund the full amount you paid via Stripe.

The guarantee applies only to the first paid period of a given account. Re-subscribing after cancellation, upgrading from a prior subscription, or opening a second account on the same business does not reset the clock.

The guarantee does not apply where we have terminated the account for breach of the Acceptable Use Policy or Terms of Service.

Outside the 14-day window, we do not refund partially-used billing periods. You may cancel at any time from the billing portal. Cancellation stops future billing immediately and you retain access until the end of the period you've already paid for.

Annual subscriptions are non-refundable after the 14-day window except where required by the ACL. Where a refund is required by the ACL, we will calculate it on a pro-rata basis less the discount you received for choosing annual.

Our services come with consumer guarantees that cannot be excluded under the ACL. These include guarantees that the service is provided with due care and skill, is fit for any specified purpose, and is provided within a reasonable time.

If a major failure occurs in respect of those guarantees you may cancel and claim a refund of all amounts paid for the affected period. If the failure is not major, we will, at our option, re-supply the service or refund the amount paid for the affected period.

What is or isn't a major failure is defined in section 268 of the ACL. We deal with claims under the ACL on the same timeline as the 14-day guarantee.

• Step one: email hello@karven.com.au from the email address on your account. Tell us the reason in one or two sentences. There is no form to fill in.
• Step two: we acknowledge within one business day and either issue the refund immediately or ask one clarifying question (for example, which invoice you want refunded if you have several).
• Step three: Stripe processes the refund. Funds typically reach your card in 3 to 10 business days depending on your card issuer.

We do not need you to delete the account to process a refund. If you do want the account deleted as well, complete the delete flow at /settings/delete-account and we will line the two actions up.

If you're unhappy please email us first. Chargebacks initiated through your bank without prior contact have to be defended through Stripe and can result in account suspension while the dispute is open. We have not lost a single legitimate refund request to chargeback, because we just refund the legitimate ones, so please give us the chance.

We may update this policy from time to time. The version date at the top of the page tells you when the current version took effect. Material changes will be notified by email at least 14 days before they take effect.