Refund and Billing Policy
Last updated: June 1, 2026
This Refund and Billing Policy describes how Kropee ("we", "us"), handles payments, invoices, and refund requests for digital products and services sold through our platform (the "Service"). It supplements our [Terms of Service](/terms) and [Privacy Policy](/privacy).
Nothing in this policy limits or excludes any statutory rights you may have under the laws of your jurisdiction that cannot be waived by contract.
For refund and billing correspondence, contact [false](mailto:false?subject=Refund%20request).
1. Billing
Charges are processed through Polar (Polar Software Inc.), our payment provider. You will receive a receipt or invoice identifying your purchase. Please retain your Kropee invoice number or Polar order ID for any billing or refund correspondence.
2. Coins and digital goods
Coins and other digital entitlements are delivered electronically. By completing a purchase, you acknowledge that performance begins when Coins are credited to your account.
Coin validity. Purchased Coins do not currently expire. Complimentary or bonus Coins (for example, free trial credits) are likewise not subject to expiry at this time, unless stated otherwise at the time of grant. If we introduce expiry in the future, we will update this policy with reasonable advance notice, and any such expiry would apply only to Coins purchased or granted after the effective date — Coins already in your account before then would not be affected. Coins are spent on a first-in, first-out (FIFO) basis.
Account closure. If you close or delete your account, any remaining Coins will be forfeited. We recommend you use or request a refund for any eligible unused Coins before closing your account.
3. How to request a refund
Refund requests must be submitted within 30 days of the relevant transaction. We may be unable to process requests submitted after this period due to limitations on transaction verification.
To request a refund, email [false](mailto:false?subject=Refund%20request) from the same email address associated with your Kropee account. Your message must include:
- Your account email (the address you use to sign in).
- Your Kropee invoice number or Polar order ID.
- A brief explanation of the issue (for example, accidental duplicate purchase or a technical failure that prevented use of the purchased balance).
We may ask for additional information to verify your identity and the transaction.
4. Review and timing
We aim to acknowledge refund requests within a reasonable period and to decide within fourteen (14) calendar days where practical. Approved refunds are processed back to your original payment method; timing after approval depends on banks and payment processors.
5. Refund eligibility
Refunds will not be issued for Coins that have already been used to process or complete a job. For unused Coins remaining in your account, refund eligibility is assessed on a case-by-case basis subject to the conditions in this policy. We do not offer partial refunds on discounted bundle purchases where any portion has already been used. We may also decline refunds where abuse or violation of our [Terms of Service](/terms) is suspected, or where a refund is prohibited by law or payment network rules.
6. Unauthorized transactions
If you believe a charge was made without your authorization due to unauthorized access to your account, contact us immediately at [false](mailto:false?subject=Unauthorized%20transaction) with details of the suspected unauthorized activity. We will investigate and, where confirmed, process a refund for affected transactions. Please also change your account password and review your account security settings promptly.
7. Chargebacks
Before initiating a chargeback with your bank or card issuer, please contact us at [false](mailto:false?subject=Refund%20request) so we can try to resolve the issue directly. Unresolved chargebacks may result in suspension of access pending investigation.
8. Taxes and currency
Prices may be shown exclusive or inclusive of taxes depending on your region. Your invoice reflects the amount charged in the transaction currency. Tax treatment may vary by jurisdiction and is handled by Polar as our payment provider.
9. Contact
For general questions unrelated to refunds, you may use our [Contact](/contact-us) page. Billing and refund requests should use [false](mailto:false?subject=Refund%20request) as described above.