Refund Policy

Why it works this way

Credits are ready to use as soon as an online payment goes through (annual plans release them monthly; bank transfer and WeChat top-ups made through our team arrive once we confirm the payment), and every search, email unlock and follower check costs us for data. So we put your protection before and during use: free to try, cancel any time, and wrong charges returned.

1. Try before you buy

• You get free trial credits when you sign up, so you can try search and the main features before deciding to subscribe.
• The Pricing page shows how many credits each plan includes per month and what searching, unlocking an email and checking followers cost.

2. Canceling and changing plans

• Cancel: cancel any time in Credits & top-up → Manage subscription & invoices; no need to contact us. You keep using the plan until the end of the current period and won't be charged again. Canceled annual plans keep releasing credits each month until your paid year ends.
• Annual renewal reminder: we email you 30 days before an annual plan renews.
• Upgrading between monthly plans: takes effect immediately; you pay only the difference for the days left in the current period, and you get the difference in credits between the two plans for those days too. From the next period you get the new plan's full credits.
• Downgrading between monthly plans: takes effect at the end of the current period.
• Annual plans, or between monthly and annual: can't be switched directly yet. Cancel your current subscription and choose a new plan when it ends, or contact us.

3. Credits

• Wrong charges come back: when you search, credits are reserved for the number of creators you asked for, and you're charged only for the creators actually returned. A search with no results or one that fails is refunded in full, and credits reserved for results you didn't get come back. Credits for an email unlock that finds no public email, or a follower check that reaches no verdict, come back too. Most of this happens automatically right away; if a request times out or fails partway through and its result is never confirmed, the credits are usually returned automatically within two hours. If your balance looks wrong (for example, credits weren't returned or one action was charged twice), contact us; we'll check your credit history and add back anything owed. Running a search again or pressing Re-check counts as a new action; viewing earlier results is free, and so is checking a creator successfully checked in the last 7 days, which shows the earlier result.
• Validity: subscription credits arrive each month and are valid for that month, and unused ones don't carry over. Credit packs (including bank transfer and WeChat top-ups), sign-up credits and credits we add back or give you after you contact us don't expire (see section 4 of the Terms of Service).
• Credits can't be exchanged for cash or transferred to anyone else.

4. Payments

Subscription fees (including automatic renewals) and credit packs (including top-ups by bank transfer or WeChat) are generally non-refundable once paid, and we don't give prorated refunds for unused time or credits.

5. Special cases

If you paid twice for the same thing, paid features were unavailable for a long time because of us, or something else unusual happened, email us:

1. Send to: hello@kolect.ai
2. Include: your account email, the payment date and amount, and what happened.
3. Reply: we reply within 2 business days. If you paid twice (for example, you ended up with two subscriptions), we cancel the extra one, refund the duplicate payment in full and set your credits back to what you would have had without it; other cases are decided individually, and the outcome may be extra credits or a refund.
4. Arrival: approved refunds go back to the original payment method, usually within 5–10 business days for cards. For cards in other currencies, the amount you receive may differ slightly because of exchange rates. Bank transfer and WeChat top-ups are refunded the same way they were paid.

6. Other

• This policy doesn't affect any rights you have under the laws where you live.
• We may change this policy and will update the date at the top when we do; we'll tell you about significant changes on the site or by email at least 14 days before they take effect. Each payment, including automatic renewals, follows the policy in effect when it was made.