Policies

Refund & Cancellation Policy

Cancel whenever you like, from inside the product, in about three clicks — ending Pro at once or letting it run out the period you paid for. If Pro was not what you expected, the first payment is fully refundable for two weeks.

Last updated: September 7, 2026

In short: full refund within 14 days of your first Pro payment, no reason required. Cancel any time — you choose whether Pro ends immediately or stays active until the end of the period you already paid for — and nothing you made is deleted.

1. How to cancel

In Kiln, open Settings → Billing → Manage subscription. That opens the secure customer portal run by our payment provider, Dodo Payments. It offers two ways to cancel, and the difference matters:

  • “Cancel at next billing date” — the subscription stops renewing and Pro stays active until the end of the period you already paid for. A month you have paid for is a month you keep. This is what most people want.
  • “Cancel now” — the subscription ends immediately and the account returns to the Free plan straight away. The remaining days of the period you paid for are given up, and no refund is issued automatically. Choose it only if you want access to stop at once.

You can also email hi@getkiln.app and we will cancel it for you — we use the end-of-period option unless you ask us not to. If you picked “Cancel now” and did not mean to, write to us and we will put it right.

Either way:

  • Your subscription does not renew, and no further charges are made.
  • The account returns to the Free plan — immediately, or when the paid period ends, according to the option you chose.
  • Nothing is deleted. Projects keep opening, rendering and exporting, and Pro layers already in your documents keep working. Only creating or editing Pro-only layers, and uploading beyond the Free limits, becomes unavailable.

2. Refunds

If you are not happy with Kiln Pro, email us within 14 days of your first Pro payment and we will refund it in full. You do not need to give a reason.

Beyond that first window:

  • Renewal payments are not automatically refundable. A subscription renews on a known date, and cancelling before that date is the way to avoid the next charge. Cancel after it and the period is still yours to use — choose “Cancel at next billing date” to keep the access you paid for.
  • Cancelling immediately is not a refund. Choosing “Cancel now” ends access and gives up the rest of the period; it does not return the payment. If that was not what you intended, email us.
  • We still read every email. If a renewal caught you out — you forgot, you were away, the account went unused for the whole period, or something on our side did not work — tell us and we will look at it. We would rather refund a month than argue about $10.
  • If the service is materially broken for you and we cannot fix it in reasonable time, you are entitled to a refund for the affected period.
  • If we terminate your account without cause, we refund the unused portion of the current period.
  • Refunds are not given for a change in plan limits you were notified about in advance, or where an account was suspended for a serious breach of the Terms.

3. How to request a refund

Email hi@getkiln.app from the address on your account, and include the date of the charge. That is all we need to find it.

  • We reply within 2 business days and, when a refund is due, initiate it at the same time.
  • Refunds are issued by Dodo Payments to the original payment method — we cannot send them anywhere else.
  • Once issued, a refund typically appears within several business days, depending on your payment method and financial institution — that part is their timing, not ours.
  • Refunds are issued in the original currency for the original amount, taxes included.

4. Deleting your account

Deleting your account from Settings also cancels any active subscription immediately, so no further charges are made — and, like “Cancel now”, any remaining days of the period you paid for end with it. Deletion permanently removes your projects and assets and cannot be undone — export anything you want to keep first. Deleting an account is not in itself a refund request; if you also want the current period refunded, email us and we will apply the rules above.

5. Before you file a chargeback

If you see a charge you do not recognise, it will read as Dodo Payments, our payment provider — that is us. Please email us before disputing it with your bank: we can usually refund the same day, whereas a dispute takes weeks and can lock the account while it is investigated. We treat mistaken or forgotten charges as a support problem, not a fight.

6. Your statutory rights

Nothing here limits rights you have under consumer law. If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a distance contract within 14 days; where you asked for immediate access to a digital service, that right can be limited once the service has been supplied, but our own 14-day guarantee above applies regardless.

7. Contact

Maxim Kuznetsov — hi@getkiln.app. Billing, cancellation and refund questions all reach the same monitored inbox.