Refund and Cancellation Policy

Version 1.0 · Effective 29 September 2026

Applies to: paid Kanbrio plans, add-ons and credit packs bought for a workspace at kanbrio.com or app.kanbrio.comPublished at: https://kanbrio.com/refunds

1. Who we are and what this policy covers

1.1 Kanbrio is provided by [to be confirmed] (ABN [to be confirmed]) trading as Kanbrio, of [to be confirmed] ("Kanbrio", "we", "us").

1.2 This policy explains how to cancel a paid Kanbrio plan and when you can get your money back. It covers:

• monthly and annual subscriptions to a paid plan (for example Starter, Team or Business);
• add-ons bought on top of a plan, such as extra blocks of human members;
• one-off credit packs used for hosted AI and the hosted coding executor; and
• payments made through PayPal and, where we offer it, cryptocurrency.

Outside Australia, Kanbrio is sold to businesses only, until we open sales to consumers in a jurisdiction and say so on the pricing page (Terms clause 9.1A). In Australia it is sold to businesses and to individuals. Consumer rights described in this policy apply wherever the law gives them to you.

1.3 It does not cover Enterprise plans that are sold under a separately signed order form. If that order form says something different about cancellation or refunds, the order form applies, but it can never reduce your rights under the law.

1.4 This policy forms part of our Terms of Service (https://kanbrio.com/terms). If this policy and the Terms disagree about refunds or cancellation, whichever gives you the more favourable outcome applies (Terms clause 1.5). The Terms deal with governing law.

1.5 In this policy, the "owner" means the person who holds the owner role in a Kanbrio organization. Only an owner or admin can buy, change or cancel a plan. A "workspace" or "organization" is the account the plan is attached to. Plans are billed per workspace, not per person.

2. Your rights under the law come first

2.1 Nothing in this policy excludes, restricts or changes any right or remedy you have under a law that cannot be excluded. That includes the Australian Consumer Law and the consumer protection laws of the country where you live. Where this policy is more generous than the law, you get the benefit of this policy. Where the law is more generous than this policy, you get the benefit of the law.

2.2 Australian Consumer Law (ACL). If you are in Australia, our services come with guarantees that cannot be excluded. These include that we will supply the service with due care and skill, that it will be reasonably fit for any purpose you told us about, and that it will be supplied within a reasonable time. The guarantees usually apply to business customers too, because they cover services that cost A$100,000 or less, and every self-serve Kanbrio plan costs less than that.

• If there is a major failure with the service, you can cancel and get a refund for the unused part of what you paid, or compensation for the drop in the service's value.
• If the failure is not major, we will fix it within a reasonable time. If we don't, you can cancel and get a refund for the unused part.
• You may also be entitled to compensation for other loss or damage that was reasonably foreseeable.

We will never tell you that "no refunds" are available. That would be untrue and unlawful.

2.3 EU and UK consumers. If you are a consumer in the European Union, the European Economic Area or the United Kingdom (someone buying mainly for purposes outside their trade, business, craft or profession), you have a legal right to withdraw from the contract within 14 days without giving a reason. Section 4 explains how our 14-day refund meets and goes beyond that right, and how to use it. Businesses do not have this legal right, but our 14-day refund in section 4 applies to them anyway.

2.4 Other countries. If you live somewhere else and your local law gives you a cooling-off period, a refund right or an auto-renewal right that is better than this policy, we will honour it. Tell us which law applies when you contact us.

3. How billing works

3.1 Free plan and trial. The Free plan costs nothing and has no payment details. Where we offer a free trial of a paid plan (for example a 14-day Team trial), the trial does not need a payment method and does not turn into a paid plan by itself. When the trial ends, the workspace goes back to Free unless an owner chooses to subscribe. You are never charged for a trial.

3.2 Paid plans through PayPal. Monthly and annual plans are charged in advance through PayPal as an automatic payment. Each payment covers one billing period (a month or a year) starting on the payment date. The plan renews automatically at the end of each period until it is cancelled.

3.3 Prepaid plans through cryptocurrency (where offered). A crypto payment buys a fixed prepaid term (for example 12 months) or a credit pack. Crypto terms do not renew automatically. We email the owner before the term ends (about 30, 7 and 1 days before) so you can renew if you want to.

3.4 Prices. Current prices are on our pricing page (https://kanbrio.com/pricing). Prices are in US dollars and exclude taxes unless the pricing page says otherwise. Any tax you must pay is added at checkout. You see the full amount before you confirm a payment.

3.5 Price changes. We may change our prices. We will give the owner at least 30 days' notice by email and in the app before a new price applies to your plan. A price change takes effect from your next renewal after the notice period ends. If you don't want to pay the new price, you can cancel before it applies. If you have prepaid past the date the new price takes effect and you cancel because of the change, we refund the unused prepaid time pro rata (section 5.2).

3.6 Annual renewal reminders. For an annual plan that renews automatically, we email the owner at least 30 days before the renewal date, with the renewal amount and how to cancel.

4. The 14-day refund and the right to withdraw

4.1 Who gets it. Every customer, whether a business or a consumer, anywhere in the world.

4.2 What it covers. The first payment a workspace makes for a paid plan, whether that payment is monthly or annual. It also covers any add-on bought in that same first payment.

4.3 How long you have. You must ask within 14 days of the date of that first payment.

4.4 What you get back. The full amount of that payment, including any tax we charged on it. We do not deduct anything for the days you used the service or for the plan's included credits you used. No reason is needed.

4.5 What happens to the workspace. When we process the refund, the paid plan ends straight away and the workspace moves to the Free plan. Nothing is deleted (section 9).

4.6 Once per customer. The 14-day refund applies to the first paid subscription of a workspace. It does not apply again if the same customer cancels and re-subscribes, or opens new workspaces to repeat it. This limit does not affect a consumer's legal right to withdraw from a new contract.

4.7 Upgrading within the 14 days. If you upgrade to a higher plan within the first 14 days, the 14-day window still runs from your first payment, and a refund covers everything you paid in that window.

4.8 How to use it, and the EU/UK withdrawal function. You can ask for the 14-day refund, or withdraw from the contract, in any of these ways:

• In Kanbrio: Settings → Billing → Withdraw from contract (shown during the 14-day window), then Confirm withdrawal; or
• By email: send a clear statement to [email protected] (the form in the appendix is fine but optional).

We confirm that we have received your withdrawal or refund request by email straight away, and we refund you without undue delay and no later than 14 days after we receive it (section 11).

4.9 Why EU/UK consumers don't lose anything. Because we refund the whole first payment during the 14-day period with no deduction, you do not need to agree to lose your withdrawal right in order to start using Kanbrio straight away, and you never pay for the days you used.

5. Cancelling after the first 14 days

5.1 Cancel any time. You can cancel a plan or an add-on at any time. The cancellation stops the next renewal. You keep your plan and its limits until the end of the billing period you have paid for. At the end of that period the workspace moves to the Free plan. We do not charge a cancellation fee.

5.2 Refunds of unused time. After the 14-day window, we do not refund the unused part of a month or year you have paid for, except in these cases, where we refund the unused prepaid time pro rata (in proportion to the whole days left in the period):

1. where the law requires it, including an ACL major failure or an uncorrected failure (section 2.2);
2. where we increase the price of your plan, or change the Terms or this policy in a way that is materially worse for you, and you cancel before or within 30 days after the change takes effect;
3. where we remove, or materially reduce, a feature or limit of your paid plan during a period you have paid for, and you cancel because of it;
4. where you object to a new sub-processor under our Data Processing Agreement and end your plan because of that objection;
5. where we end your plan or close the service for any reason other than your material breach of the Terms or our Acceptable Use Policy (section 10.3); and
6. where the service has been unavailable or seriously degraded for a long period because of a problem on our side, and we agree a refund is fair. We will consider every such request in good faith.

5.3 How to cancel. An owner or admin can cancel in any of these ways:

• In Kanbrio: Settings → Billing → Cancel plan. We show you the date your paid plan ends.
• In PayPal: cancel Kanbrio's automatic payment in your PayPal account settings. This has the same effect as cancelling in Kanbrio: future charges stop and you keep the paid plan until the end of the period you have paid for. PayPal does not refund the current period when you do this; ask us if you are within the 14-day window or one of the cases in section 5.2.
• By email: write to [email protected] from the owner's email address and name the workspace.

We confirm every cancellation by email to the owner.

5.4 Changing your mind about cancelling. Until your paid period ends, you can undo a cancellation in Settings → Billing. If PayPal has already ended the automatic payment, you will need to subscribe again, and we will not charge you twice for the same days.

6. Changing plans

6.1 Upgrades (moving to a higher plan or adding member blocks) take effect as soon as the payment for the change is confirmed. You never pay twice for the same days: the unused value of your old plan for the rest of the current period is credited against the new price or refunded pro rata. The checkout screen shows the exact amount before you confirm.

6.2 Downgrades (moving to a lower plan, removing member blocks, or switching from annual to monthly) take effect at the end of your current paid period. Until then you keep the higher plan. We do not refund the difference for the rest of the current period, except in the cases in section 5.2.

6.3 Switching from monthly to annual takes effect straight away as an upgrade under section 6.1.

6.4 If you are over the new plan's limits. Moving to a lower plan or to Free never deletes anything and never removes a person from your workspace. Instead:

• if you have more human members than the new plan allows, you cannot invite or add more members until you are under the limit or you upgrade;
• if you are over another limit (for example storage, open cards, or active agent API keys), what you already have stays, but you cannot add more of that thing until you are under the limit or you upgrade; and
• features that the new plan does not include (for example hosted coding-agent orchestration) stop at the end of the paid period. An agent run or coding attempt still in progress at that moment is stopped at its next safe point.

7. Failed payments and the grace period

7.1 If a renewal payment fails, the subscription is marked past due. We email the owner and show a notice in Kanbrio. PayPal may try the payment again.

7.2 You keep full access to your paid plan for a grace period of 14 days from the first failed payment. To fix it, update your funding source in PayPal or contact us.

7.3 If the payment is still not made at the end of the grace period, we cancel the subscription and the workspace moves to the Free plan. Section 6.4 applies. Nothing is deleted, no one is removed and we do not charge late fees or interest. You can subscribe again at any time.

7.4 We do not charge you for the grace period if the subscription ends without payment.

8. Credits

8.1 Included credits. Paid plans include a monthly allowance of Agent Credits for hosted AI and the hosted coding executor. Included credits are part of the plan, have no separate cash value and reset at the start of each monthly credit period. Unused included credits do not carry over and are not refunded.

8.2 Credit packs. Credit packs are one-off purchases added to a workspace's pool.

• Refund within 14 days: if none of a pack's credits have been used, we refund the pack in full if you ask within 14 days of buying it. If you are an EU/UK consumer and have used some of the pack within those 14 days, we refund the unused credits pro rata.
• After 14 days: credit packs are not refundable, except in the cases in section 5.2 (for example if we close the service, or end your account other than for your breach, we refund the unused, unexpired credits).
• Expiry: pack credits expire 12 months after purchase. We email the owner before a pack expires. Expired credits are not refunded, except where the law requires.
• After cancellation: pack credits you have already bought stay usable on the Free plan until they expire, as long as the workspace exists.

8.3 Credits used by your agents. Credits are spent when your agents, automations or people use hosted AI or the hosted executor. Kanbrio stops spending when a hard cap you set is reached; we never bill automatic overage. Credits spent on work you or your agents started are not refunded because you don't like the result. If credits were spent because of our fault (for example a duplicate charge, or a run that failed because of our systems), we put those credits back.

8.4 Your own AI key. If you connect your own AI provider key, that provider bills you directly. Kanbrio cannot refund those charges; contact your provider.

8.5 Credits are not money, cannot be transferred to another workspace or person, and cannot be exchanged for cash except as part of a refund under this policy.

9. What happens to your data

9.1 Cancelling, downgrading or a failed payment does not delete your data. Your workspace, boards, cards, comments, files, agents and members stay in place on the Free plan, subject to the limits in section 6.4. You can keep reading and using your work, and you can keep retrieving it through the app, the REST API and the MCP server.

9.2 Closing your account. If you want your organization and its data deleted, the owner can ask us by emailing [email protected] (or [email protected] for privacy questions). When you ask:

• any paid plan is cancelled first, under section 5;
• we keep your data for 30 days so you can take a copy. During that time you can retrieve your data through the REST API or MCP server, and on request we give you a copy in a common machine-readable format;
• we then delete your organization's workspace data within a further 30 days; and
• copies in our backups are deleted as the backups expire, within 90 days of deletion.

9.3 What we keep after closure, and why.

• Billing records (invoices, payment and refund records) are kept for 7 years, because tax law requires it.
• Audit and security records are kept for 7 years. They record who did what and when, and are kept in a form that does not contain your card text or comments. We keep them so we and you can prove what happened in the workspace, including what agents did. A legal hold can extend this.

Our Privacy Policy (https://kanbrio.com/privacy) explains retention in full.

9.4 A refund does not by itself delete any data. The workspace just moves to Free.

10. When we suspend or end a plan

10.1 Disputes and chargebacks. Please contact us first at [email protected] if something is wrong with a charge. We will try to fix it quickly. You are always free to use PayPal's dispute process, and this policy does not limit your rights under it. While a chargeback or payment reversal is open, we may pause the paid features of the workspace until it is resolved. We will not delete your data because of a dispute. If the dispute is resolved in your favour, we restore the plan or refund you, whichever fits the outcome.

10.2 Breach. If we suspend or end your plan because you have materially breached the Terms or our Acceptable Use Policy, we do not refund the rest of the current period, except where the law requires. We will tell you why, and where it is reasonable to do so we will give you a chance to fix the problem first. You can still take a copy of your data under section 9.2 unless the law stops us from allowing that.

10.3 Ending for our own reasons. If we stop offering Kanbrio or your plan, we will give the owner at least 90 days' notice, as our Terms of Service require. If we have to end your plan for any other reason that is not your breach (for example because the law requires it), we will give as much notice as we reasonably can. In either case we refund any unused prepaid time and unused, unexpired credit packs pro rata, and give you the 30-day window in section 9.2 to take your data.

11. How refunds are paid

11.1 How to ask. Use the in-app options in sections 4.8 and 5.3, or email [email protected] from the owner's email address with:

• the workspace (organization) name;
• the date and amount of the payment, and the PayPal transaction ID or crypto payment reference if you have it; and
• which part of this policy you are relying on. For the 14-day refund you don't need to give a reason.

11.2 How fast. We reply within 5 business days. When a refund is due, we send it without undue delay, and for a 14-day refund or EU/UK withdrawal no later than 14 days after we received your request.

11.3 PayPal payments are refunded through PayPal to the account that paid. We refund the full amount due and do not deduct PayPal's fees. PayPal and your bank or card issuer decide how long the money takes to reach you, and any currency conversion they apply is outside our control.

11.4 Crypto payments (where offered):

• We refund the US dollar amount you were charged (the fiat value on your invoice), not the number of coins or tokens you sent. The coin price may have moved since you paid.
• We pay the refund in the same stablecoin where practical, or by another method we agree with you in writing. We pay the network fee for sending the refund.
• We send it only to a wallet address confirmed in writing from the owner's email address, because crypto transfers cannot be reversed. We are not responsible for a refund sent to an address you gave us that turns out to be wrong.
• If you underpay or overpay a crypto invoice, we will contact you. We refund an overpayment, or the whole payment if you prefer not to top up an underpayment, on the same basis.
• Crypto payments have no chargeback process, so please contact us about any problem.

11.5 Taxes. A refund includes the tax we collected on the refunded amount. Where the law requires, we issue an adjustment note or credit note.

12. Complaints

If you are not happy with how we handled a cancellation or refund, email [email protected] and we will review it. If we can't resolve it, you can contact:

• in Australia, the ACCC (https://www.accc.gov.au) or the consumer protection agency in your state or territory;
• in the EU or EEA, your national consumer authority or the European Consumer Centre in your country;
• in the UK, Citizens Advice; or
• elsewhere, your local consumer protection agency.

13. Changes to this policy

13.1 We may update this policy. For a change that is materially worse for you, we email the owner at least 30 days before it takes effect. You can cancel before then and section 5.2 applies.

13.2 A change never takes away a refund you had already become entitled to before the change.

13.3 Each version has a version number and effective date. Earlier versions are available on request from [email protected].

14. Contact

• Cancellations, refunds, disputes and complaints: [email protected]
• Privacy and data requests: [email protected]
• Post: [to be confirmed], [to be confirmed]

Appendix: withdrawal form (optional, for EU and UK consumers)

You don't have to use this form. Any clear statement works, and the in-app Withdraw from contract button does the same job. If you use it, send it to [email protected].