1. Overview

Klock believes in helping its customers as far as possible, and has therefore a liberal cancellation and refund policy. Under this policy, we aim to provide fair and transparent terms for subscription cancellations and refunds while ensuring the sustainability of our service.

2. Cancellation Policy

Cancellations will be considered only if the request is made immediately after placing the order or subscribing to a plan. However, the cancellation request may not be entertained if:

• The subscription has been active for more than 7 days from the initial purchase date
• The service has been actively used and data has been generated or processed
• The cancellation request is made after the service has been provisioned and configured
• Any promotional benefits or discounts have been utilized

You may cancel your subscription at any time through your account settings. Cancellation will take effect at the end of your current billing period. No refunds will be issued for the remaining unused portion of your subscription period unless you cancel within the 7-day refund window from the initial subscription date.

3. Refund Eligibility

Refunds may be considered under the following circumstances:

• Service Issues: If you experience technical issues preventing service usage that cannot be resolved by our support team within a reasonable timeframe (typically 48 hours)
• Service Unavailability: If our service is unavailable for extended periods (more than 48 consecutive hours) due to our infrastructure issues
• Billing Errors: In case of billing errors, duplicate charges, or incorrect charges made by our system
• Quality Concerns: If you establish that the quality of service delivered does not meet the specifications outlined in your plan and the issue cannot be resolved
• Immediate Cancellation: Cancellation requests made within 7 days of initial subscription, provided the service has not been extensively used

4. Non-Refundable Items

Klock does not accept cancellation or refund requests for the following:

• Subscriptions cancelled after 7 days of initial purchase
• Partial refunds for unused portions of subscription periods beyond the 7-day window
• Add-ons, extra monitors, or extra seats purchased separately
• Refunds requested due to violation of Terms of Service or Acceptable Use Policy
• Free plans or promotional offers that were provided at no cost
• Annual subscriptions that have been active for more than 30 days
• Refunds for services that have been used to generate reports, alerts, or other deliverables

5. Reporting Issues and Complaints

In case of receipt of defective service or technical issues, please report the same to our Customer Service team immediately. The request will be entertained once our technical team has checked and determined the issue at their end. This should be reported within 2 days of experiencing the issue.

In case you feel that the service received is not as described on our website or as per your expectations, you must bring it to the notice of our customer service within 2 days of subscribing to the service. The Customer Service Team, after looking into your complaint, will take an appropriate decision.

For services that come with specific service level agreements (SLAs) or warranties, please refer to those specific terms. Our support team will work with you to resolve any issues in accordance with those agreements.

6. Refund Process

To request a refund:

1. Contact our support team through your account dashboard or email support@klock.online
2. Provide your account details, subscription information, and detailed reason for refund request
3. Our team will review your request and may request additional information if needed
4. We will review your request within 5-7 business days
5. If approved, refunds will be processed to your original payment method within 6-8 business days

Please note that refund processing times may vary depending on your payment provider and banking institution. The refund will appear in your account statement within 6-8 business days after approval, though it may take additional time depending on your bank's processing time.

7. Chargebacks and Payment Disputes

If you initiate a chargeback or dispute a charge with your payment provider, your account may be suspended pending resolution. We strongly encourage you to contact our support team first to resolve any billing issues before initiating a chargeback. Our team is committed to resolving any concerns you may have and will work with you to find a satisfactory solution.

8. Changes to Cancellation & Refund Policy

We reserve the right to modify this Cancellation & Refund Policy at any time. Changes will be effective immediately upon posting on this page. Continued use of the Service after changes constitutes acceptance of the modified policy. We recommend reviewing this policy periodically to stay informed about any updates.

9. Contact Us

If you have questions about this Cancellation & Refund Policy or wish to request a refund, please contact our Customer Service team through your account dashboard or email support@klock.online. Our team is available to assist you and will respond to your inquiries within 24-48 hours during business days.