Refund policy

Last updated 21 September 2026.

The trial comes first

Every account starts with a 14-day free trial. Cancel before it ends and you are never charged, so the trial — not a refund — is the intended way to find out whether Kennelflow suits your facility.

Cancelling

Cancel at any time from Settings → Billing. Your subscription stays active until the end of the period you have already paid for, and the data stays exportable for that whole time.

Refunds

• First paid month: if you ask within 30 days of your first charge, we refund it in full, no reason required.
• An outage or a fault that stopped you working: tell us and we refund the affected month, pro rata or in full depending on the disruption.
• A month you simply did not use: we do not refund by default, because the service was available to you. Ask anyway — small facilities have small budgets and we would rather be fair.
• Part-months after a cancellation: not refunded; the subscription runs to the end of the paid period instead.

How to ask

Write to us through the support page with the email address on the account. Approved refunds go back to the original payment method through Stripe, normally within 5 to 10 business days.

During the pilot

Billing currently runs in Stripe test mode, so no real money is taken and there is nothing to refund. This page describes what happens once real billing is switched on.