KeroIQ
Legal

KeroIQ Refund & Cancellation Policy — v1-draft

v1-draft (2026-10-29) — not yet counsel-reviewed. Not legal advice. This is the version KeroIQ shows to Operators in the app (published as v1-draft) under the owner's ruling of 2026-10-29. Counsel review may follow as a new version that Operators re-accept. Terms, limits, and enforceability must still be confirmed by counsel licensed in California. This policy is incorporated by reference into the Terms of Service (Section 8) and must stay consistent with Terms of Service Sections 12–13.

Version: v1-draft · Effective date: same as the Terms of Service version it is accepted with.

A Spanish courtesy translation will be provided after a qualified human reviewer checks it. If the two differ, the English version controls.

This policy covers two different money relationships. Do not mix them up:

  1. Your KeroIQ subscription (an operator paying KeroIQ for software, invoiced by KeroIQ) — Sections 1–4.
  2. A coffee order at a KeroIQ-powered shop (a customer paying a shop, via the shop's own Square account) — Section 5.

If your business has signed a separate written agreement with KeroIQ LLC, its refund and cancellation terms control over this policy (Terms of Service, Section 1).

1. Cancelling your KeroIQ subscription

  • You may cancel at any time — subscriptions are month-to-month, with no long-term contract and no early-termination fee.
  • Cancel by emailing support@keroiq.com. Once online subscription billing is offered, you will also be able to cancel online in your account without contacting us.
  • Cancellation takes effect at the end of your current billing period. You keep access until then.
  • After cancellation you may request an export of your data and your tenant's deletion, per Terms of Service Section 15 and DPA Section 9.

2. Refunds on subscription fees

  • Because subscriptions are month-to-month, billed in advance, and cancellable any time effective end-of-period, partial months are not refunded when you cancel — except under a founding refund window (Section 3) or a refund window stated in your order.
  • Billing errors (duplicate charges, charges after effective cancellation, wrong plan) are refunded in full — email support@keroiq.com.
  • Service-failure refunds: KeroIQ does not offer a service-level agreement or service credits. If a Service outage or defect materially prevented you from using KeroIQ for a substantial part of a billing period, we will credit or refund that period at your request.

3. The founding-customer offer

If your order identifies you as a Founding Customer:

  • 90-day full refund. If you give notice of cancellation within 90 days after your first paid charge, we refund all subscription fees you paid (and any tax we collected on them) within 15 business days of cancellation, unless your order states a different refund window.
  • Price lock. Your monthly price is locked for the Price-Lock Period stated in your order, per Terms of Service Section 13.
  • Your price, plan, and any other founding terms are as stated in your order. The founding refund window applies once per business.

4. Price changes

  • During your price-lock period: your price does not change.
  • Otherwise (including after a lock expires): we will email you at least 30 days before a price change takes effect. The change applies from your next billing period after the notice period; if you do not accept it, cancel before it applies and you will not be charged the new price.

5. Refunds for coffee orders at a KeroIQ-powered shop

If you ordered from a shop that runs on KeroIQ:

  • Your purchase contract is with the shop, not with KeroIQ. The shop is the merchant of record, and your payment was processed through the shop's own Square account.
  • Refund requests, disputes, and order problems should be directed to the shop you ordered from (in person, or via the contact details on your receipt/order page). The shop's staff can refund your order through their register.
  • KeroIQ cannot issue refunds on a shop's behalf and does not hold your payment-card details. If you cannot reach the shop, your card issuer's dispute process applies to the charge from that shop.