Refund Policy

1. Free Plan and Trial

Kayistra provides a permanent Free plan so you can evaluate the platform before committing to a paid subscription:

• Up to 50 products
• 1 Ozon store
• Manual synchronization (AI and automated features excluded)
• No time limit

We encourage you to use this plan to determine whether Kayistra fits your needs before upgrading.

2. 14-Day Right of Withdrawal (Cooling-Off Period)

Under the EU Consumer Rights Directive (2011/83/EU) and applicable consumer protection laws, you have the right to withdraw from a paid subscription within 14 calendar days from the date of purchase, without providing any reason.

Within this period:

• You do not need to provide a justification
• You receive a full (100%) refund
• You may submit the request via email to info@kayistra.com or through your Paddle account
• Once approved, refunds are processed by Paddle and typically appear within 5–10 business days depending on your payment method

3. Limitation: Substantial Use of the Digital Service

Under Article 16(m) of the EU Directive, the right of withdrawal may be limited where the consumer has given express prior consent to the supply of digital content/service and acknowledged that they will lose the right of withdrawal once performance has begun.

In practice: if you actively use the subscription extensively within the 14-day cooling-off period (for example: transferring more than 50 products to Ozon, triggering AI translation more than 100 times, running automated price synchronization for an extended period), the refund amount may be reduced proportionally based on the value of services already consumed, or the request may be declined.

Each case is assessed transparently by Kayistra and the rationale is communicated to you in writing.

4. Always Refundable Situations

Even after the 14-day cooling-off period has expired, full refunds are issued in the following cases:

• Duplicate payment: Accidentally being charged twice for the same subscription period
• Unauthorized transaction: A charge made without your authorization
• Major service outage: A serious technical failure caused by Kayistra's own error that lasts longer than 7 days and substantially prevents use of the service (proportional refund)
• Failure to deliver subscription features: Sustained inability to provide the features included in your purchased plan

5. Non-Refundable Situations

After the 14-day cooling-off period has ended, refunds are not issued in the following cases:

• Partial-period (pro-rated) refunds: No pro-rated refunds are issued for unused portions of a monthly or annual billing period after the 14-day window. When you cancel, access continues to the end of the current period.
• Account termination for violation: Accounts terminated for breaching the Terms of Service are not eligible for a refund.
• Third-party platform changes: Partial outages caused by API or policy changes by integrated third-party platforms (Ozon, Amazon, Trendyol, etc.) do not by themselves constitute grounds for a refund.

6. Cancellation Policy

You may cancel your subscription at any time. After cancellation:

• Monthly plan: Access continues until the end of the current billing period; the next period is not charged.
• Annual plan: Access continues until the end of the current annual period; it does not renew.
• After cancellation, your account downgrades to the Free plan; your products and data are preserved.

To cancel, use the account settings or email info@kayistra.com. Cancelling does not directly affect your refund rights — if you are still within the 14-day cooling-off period, your right to a refund is preserved.

7. Payment Processor: Paddle

All payments are processed by Paddle.com Market Limited, which acts as Merchant of Record. Paddle has the right to assess and process refund requests in line with EU/UK consumer law.

For payment issues or chargebacks, please contact info@kayistra.com first so we can resolve the matter quickly. Direct Paddle support: paddle.com/help

8. Requesting a Refund

To request a refund, email info@kayistra.com with:

• Your registered email address
• Payment date and amount (Paddle invoice number if available)
• Reason for your request (no reason is required if you are exercising the right of withdrawal — simply state that)

Requests are answered within 5 business days. Approved refunds are processed via Paddle and typically appear within 5–10 business days depending on your payment method.

9. Contact

Questions: info@kayistra.com