Refund Policy

The Policy covers digital advisory services purchased online. It applies to both Business Clients and Consumers, with the differences explained below where applicable. Refund rules for force majeure termination and for sanctions-related termination are described in the Terms of Service.

Where you are a Consumer (an individual acting outside your trade or business) and you are a resident of the United Kingdom or the European Union, you have a statutory right to cancel the contract within fourteen (14) calendar days of the day the contract is formed, without giving any reason. To exercise this right, write to legal@kairostudio.one before the deadline. You will receive a full refund of any sum already paid, processed using the same payment method used at purchase, within fourteen (14) days of receipt of your cancellation notice.

The fourteen-day withdrawal period ends earlier in two situations:

• If you expressly request that the service begins before the end of the fourteen-day period AND acknowledge in writing that you will lose the right of withdrawal once the service has been fully performed, the right of withdrawal ends as soon as the service has been fully performed.
• If the service is clearly personalised and the personalised work has already begun (for example a Custom Advisory Session structured around the Client's specific situation), the right of withdrawal does not apply.

By placing the order, accepting these Terms, and proceeding with payment, you provide the express consent and acknowledgement described above.

The statutory consumer right of withdrawal does not apply to Business Clients. Refunds for Business Clients are issued on the following basis:

• Before the Engagement starts: if you request a refund before the kick-off session or any work has begun, AND within fourteen (14) days of the date of payment, a full refund is issued.
• During the first week of the Engagement: a pro-rated refund is issued, calculated as the original price minus the hours already worked at our standard advisory rate, minus any non-recoverable third-party expenses already incurred.
• After delivery of the agreed Deliverables: the Engagement is non-refundable, except where the Deliverables materially fail to meet the scope agreed in writing and the Company is unable to remedy the failure within a reasonable timeframe.

For multi-month programmes (for example, Kairo Build) and packages that are billed as a single up-front fee but delivered over a period of months, refunds for Consumers within the fourteen-day cooling-off period are handled as described in section 2.

After the cooling-off period, or for Business Clients, refunds are calculated on a pro-rata basis for the unused months that remain after the date of cancellation, minus any non-recoverable third-party expenses already committed for the unused period.

Refunds are not issued in the following situations, subject to any mandatory consumer right:

• The Deliverables have been provided in full or substantially in full and accepted by the Client (whether expressly or by use of the Deliverables).
• The Client cancels for reasons outside the Company's control after substantial work has been performed and the cooling-off period (where applicable) has ended.
• The Client fails to provide the information, access, or availability required for the Company to perform the Engagement, and the Company has given written notice of the failure and a reasonable opportunity to remedy it.
• The Engagement is terminated by the Company for material breach by the Client under the Terms of Service.

Where a refund is not available, a credit toward a future Engagement may be offered at the Company's discretion.

Send your request to billing@kairostudio.one. Include:

• the account email and the order reference number;
• the service in question;
• whether you are requesting the request as a Consumer or a Business Client;
• the reason for the request and the outcome you are seeking;
• any supporting documentation (for example, written correspondence about the issue).

We acknowledge receipt of valid refund requests within five (5) business days. For Consumer cooling-off requests, refunds are processed within fourteen (14) days of receipt of the cancellation notice. For all other refund requests, we aim to provide a decision within fourteen (14) business days. Complex requests may take longer; we will inform you if a longer review is required.

Refunds, when granted, are issued using the same payment method used for the original transaction:

• Cryptocurrency payments are refunded to the wallet address that originated the payment, denominated in the same cryptocurrency as the original transaction. The amount refunded is the cryptocurrency amount originally received, less any non-refundable third-party blockchain or processor fees. Exchange-rate movements between the date of payment and the date of refund are not compensated.
• Bank transfer payments (invoice) are refunded by bank transfer to the account that originated the payment, in euros.

Where refunding to the original payment method is not possible (for example because the wallet is no longer accessible), an alternative refund method may be agreed in writing.

If we cancel an Engagement under section 11 of the Terms of Service (Sanctions and prohibited use) before delivery, the unused portion of any prepayment is refunded subject to the same processing rules described in section 7 of this Refund Policy and subject to applicable sanctions law (which may, in limited circumstances, restrict the return of funds).

If an Engagement is terminated by either party under the force majeure clause of the Terms of Service, the Company refunds the unused portion of any prepayment on a pro-rata basis.

If you are not satisfied with our refund decision, you may follow the dispute resolution process described in section 17 of the Terms of Service. Nothing in this Refund Policy affects your statutory rights as a Consumer.

Refund requests: billing@kairostudio.one
Legal questions about this Policy: legal@kairostudio.one