Two different refund flows live on Kollabo. Please pay attention to which one applies to you.
1. Refunds on your Kollabo subscription
If you're paying Kollabo for a Starter / Growth / Pro plan and want a refund:
- 14-day money-back guarantee on your first paid month. Email hello@kollabo.online within 14 days of your first paid charge and we'll refund it in full, no questions asked.
- After 14 days, subscriptions are non-refundable. You can cancel at any time from your account settings; cancellation stops the next renewal but doesn't refund the current period.
- Annual plans (when offered): pro-rated refund within 14 days, no refund after that — but you keep access until the end of the year.
- Add-on credits, top-ups, or one-time charges are non-refundable once consumed. Unused credits at cancellation expire after 30 days.
2. Refunds your customers ask you for (operations module)
If you're a studio using Kollabo to take payments from your customers, you are the merchant of record. That means:
- Customer refund requests come to you, not Kollabo.
- You decide your own refund policy — and you should display it clearly to your customers.
- You issue refunds from Payments → Sales in your dashboard. Funds return to the original card via Stripe.
- Stripe's standard processing fee (~2.9% + $0.30) is not refunded by Stripe when you refund a sale. That fee is gone — Kollabo cannot reverse it.
- Disputes / chargebacks: Stripe handles the dispute process. You can submit evidence from your dashboard. Kollabo doesn't arbitrate disputes between you and your customers.
3. What we refund vs. what Stripe keeps
When a studio refunds a customer's sale via Kollabo:
- The original sale amount is returned to the customer (Stripe pulls it from the studio's connected balance).
- Stripe keeps the original transaction fee. Kollabo does not charge a transaction fee, so there's nothing for us to refund.
4. Failed payments
If your subscription card declines, we'll retry up to 4 times over a week and email you. If we still can't collect, your account moves to read-only — your data stays safe but you can't take new actions until billing is restored.
5. Edge cases
- Service outage: if we're down for more than 8 cumulative hours in a billing month, you're entitled to a pro-rated credit on your next bill. Email us with the dates.
- Migration issue: if data we migrated from your previous platform is incomplete or wrong, we'll fix it free of charge.
- Account closed by us: if we suspend you for a terms violation, paid-period subscription fees are non-refundable. We'll always export your data first if you ask.
6. Contact
Refund requests for Kollabo subscription: hello@kollabo.online. Include the email on your account and the date of the charge.
Disputes about refunds your customers received from your studio are between you and your customer; we can supply transaction details on request.
Subject to applicable consumer-protection law in your jurisdiction. Where local law gives stronger refund rights than this policy, those rights apply.