Refund & Cancellation Policy

This Policy applies to one-off Balance Package purchases made from CROWNSTONE PARTNERS LTD, company number 17452360, trading as Kiilln, through kiilln.com.

Our address is Dept 6956, 43 Owston Road, Carcroft, Doncaster, United Kingdom, DN6 8DA. Send refund requests to info@kiilln.com.

Read this Policy with our Terms & Conditions and Digital Delivery & Service Provision Policy. Nothing here limits mandatory rights to cancellation, a refund or another remedy under applicable consumer law.

Kiilln sells one-off packages of Balance for code generation and related eligible actions. There is no subscription, automatic renewal or automatic top-up to cancel. Buying another package requires a separate purchase.

Purchased Balance does not expire. The 14-day commercial refund period below is a cancellation window, not the life of the Balance. Keeping a balance beyond that period does not cause it to expire.

You may cancel a completely unused Balance Package and receive a full refund by sending a clear cancellation request within 14 calendar days, starting on the day after the purchase contract is made. This benefit is available to both consumer and business customers.

It applies to each purchase separately. You can request it for an unused new package even if you previously used a different package.

A package is completely unused if none of its Balance has been validly consumed. Crediting your balance, signing in or viewing an existing project does not by itself make the purchase used. A deduction that we reverse because it was erroneous or related to a confirmed failed chargeable action will not count as valid use for this test.

We assess use through the allocation of deductions to purchases and relevant evidence. A remaining account balance alone does not prove that a particular package is unused, but we will not reject a request solely because our records cannot reliably identify which purchase was used.

Once you request cancellation, do not use the Balance concerned. We may temporarily reserve it to prevent accidental consumption while the request is reviewed. We will explain the effect of any subsequent use before changing the outcome of your request.

For an eligible cancellation, we refund the full amount paid for that package, including any mandatory charges collected with it, and remove the corresponding Balance. We do not charge an administration fee.

Our voluntary full-refund offer does not apply to a package that has been partly or fully used, or to a change-of-mind request made after the 14-day period. There is no general entitlement to exchange your Balance for cash.

However, these limits do not decide whether you have a statutory cancellation right, a remedy for defective or missing services, a billing-error claim, or a refund entitlement following service closure or a material adverse change. Those matters are considered separately under this Policy and the Terms.

Deciding not to publish an application, changing your requirements or preferring another generated version does not by itself establish a service failure. Equally, describing a feature as AI-assisted does not remove our obligations to deliver the service described with reasonable care and skill.

Contact us if you believe a charge is incorrect, duplicated or unauthorised. Include the transaction date, amount, currency and reference if available. For an unauthorised transaction, you may also contact your card issuer promptly and secure your Kiilln account.

We will investigate the relevant records. If we confirm that we collected a duplicate or incorrect amount, we will refund the excess or incorrect charge. Any associated erroneous Balance may be removed, with an explanation. A pending card authorisation is not necessarily a settled charge; we will help distinguish the two where possible.

We may request proportionate information to verify a claim. We do not require you to send a full card number, card security code, password or one-time authentication code.

Purchased Balance is credited automatically after payment confirmation. Until confirmation, the interface shows that payment is processing; failed payments generate an explanatory interface message. The purchase email confirms the completed purchase and links to the invoice. If payment has completed but Balance has not appeared, contact info@kiilln.com. We will investigate and complete delivery within the applicable agreed or reasonable time, or arrange a monetary refund of the undelivered purchase where you validly cancel or a refund is otherwise due. A pending authorisation alone is not a collected payment.

Before generation, the maximum possible charge is reserved from your Balance. On successful completion, the actual charge is finalised and the unused reservation is immediately released. Insufficient Balance prevents generation from starting. If a request is rejected before starting, no charge is made and any temporary reservation is released.

If a generation fails because of a processing error, failure to save its result or a server failure, the affected reserved or deducted Balance is automatically released or returned. Processing and saving errors trigger recovery when recorded; server-interrupted generations are recovered when the interruption is identified and handled. No fixed server-recovery time is promised. A long-running generation is not treated as failed solely because it has not yet completed. Contact support if a failure correction does not appear in your Balance.

For a delayed generation, use the interface and dashboard status and contact support if the situation remains unresolved. No generation-delay email or automatic revised completion estimate is provided. In our support correspondence, we will explain the known status, available options and a revised estimate where possible. If no reliable estimate can be given, we will say so and specify the next update time.

If we propose an extension to an agreed deadline, you can agree to the revised timeframe or request cancellation. Neither silence nor the checkout request for immediate performance constitutes acceptance of an extension. If you validly cancel an undelivered generation because an agreed deadline has been missed and you do not accept an extension, support will arrange release or restoration of the affected Balance. An inability to stop running computation immediately does not remove a valid cancellation or delay remedy. Any separately delivered usable part may be retained and charged only with your agreement and where properly disclosed and lawful. Other voluntary cancellations are assessed against the disclosed charging basis, processing validly supplied and applicable law. Incorrect or duplicate deductions will be corrected.

Automatic Balance recovery is not an automatic refund to your card. Restored purchased Balance does not expire. Monetary refunds, including refunds for eligible unused purchases, incorrect charges and paid-but-undelivered Balance, are handled through support. Where the law entitles you to money back, or an appropriate refund is due because the affected service cannot be supplied, we will not require you to accept Balance instead. We will not charge again for a corrective attempt made to remedy our confirmed failure.

The cancellation or failure of a generation does not automatically entitle you to a refund of an entire partly used package. Your right to cancel a completely unused purchase within 14 days remains available, and a reversed erroneous or confirmed failed-action deduction is not valid consumption for that purpose. Statutory rights, refunds for affected services and remedies outside that commercial window remain unaffected.

Provide the account email, approximate time, project or request identifier if available, and a brief description of the issue. Relevant screenshots or non-sensitive logs may help, but you do not need to identify the technical cause. If an expected adjustment is not visible, contact us so we can investigate and confirm the outcome. Refund methods and deadlines are set out in section 11 of this Policy.

If you are a consumer, including in the UK or EEA where relevant rules apply, an online purchase may carry a statutory cancellation period. For UK distance contracts for services or digital content, the ordinary period is 14 days beginning after the contract is made. Longer periods or other protections can apply if required information was not supplied or local law provides them.

You can exercise a cancellation right by sending an unambiguous statement before the applicable deadline. You do not need to use a special form or give a reason. Any extension of a statutory deadline required by law will be respected.

Services started during the cancellation period

Before purchase, you separately request immediate service performance and acknowledge the cancellation consequences explained at checkout. The choices, date and relevant document versions are recorded with the purchase and confirmed in the purchase email.

For a service contract, asking us to start during the statutory cancellation period does not by itself remove the right to cancel. If you cancel before the purchased service is fully performed, a proportionate charge for services properly supplied before cancellation may be due only where applicable law allows it and the required information and express request have been obtained. Loss of the statutory right after full performance requires the relevant prior request and acknowledgement and all other applicable legal conditions.

Merely delivering Balance is not treated as full performance of the future generation services it purchases. A temporary reservation is not proof that processing was supplied. Faulty, undelivered or incorrectly charged actions remain subject to the remedies in this Policy. A request for immediate performance does not waive those remedies or the voluntary full-refund offer for a completely unused purchase cancelled within 14 days.

Digital content supplied during the cancellation period

Where an element of the purchase legally qualifies as digital content, different rules can apply. We rely on loss of a cancellation right only where the legally required prior express consent, acknowledgement and contractual confirmation have been obtained and supply has begun as required by law. Accepting the Terms or purchasing Balance alone is not a blanket waiver.

These rules concern cancellation without a service fault. They do not remove remedies for content or services that fail to meet mandatory standards. The correct treatment follows the actual contract and applicable law, rather than the label “Balance”.

Consumers may have rights where a service is not provided with reasonable care and skill or as agreed, or where digital content does not meet applicable standards. Depending on the circumstances, remedies may include putting the service right, repair or replacement of digital content, a price reduction, a refund or compensation.

There is no requirement to report such an issue within our 14-day voluntary window. Legal time limits, evidential rules and any applicable sequence of remedies still apply. We will not treat the consumption of Balance as an automatic defence to a valid claim.

The Terms explain refunds where we permanently discontinue the Services, materially impair the use of existing paid Balance, or end access for reasons not attributable to your breach or wrongdoing. In those cases, the unused paid amount is calculated from the corresponding purchase price and unused portion, accounting for discounts and refunds already made.

Voluntary account deletion does not automatically create a refund entitlement outside this Policy. Contact us before confirming closure so that the effect on your balance can be explained and any existing refund claim can be resolved. We do not treat temporary suspension as expiry of Balance.

We may need to comply with legal restrictions affecting a particular refund. If that prevents or delays payment, we will explain what we lawfully can and retain the records needed to resolve it.

Email info@kiilln.com and provide:

• the email address used for your Kiilln account;
• the purchase date and transaction or order reference, if available;
• the amount and currency; and
• whether you are cancelling an unused purchase or reporting a payment or service issue, with a short explanation if relevant.

If you cannot access the account or locate the reference, contact us with the information you have. We will use reasonable verification methods. A timely, identifiable cancellation request remains timely even if reasonable verification is completed later.

We will explain the outcome and the amount to be returned. If a request is declined, you may ask us to review the decision and provide further evidence.

Refunds are normally returned to the original payment method in the original purchase currency. We will use a different method only where lawful and necessary or agreed with you, without imposing an additional refund fee. The amount appearing in a differently denominated card account may be affected by the issuer's exchange rate or fees, which we do not control.

For an eligible cancellation under our 14-day unused-purchase offer, we issue the refund without undue delay and no later than 14 days after receiving the cancellation notice. Statutory refunds are issued within the applicable legal deadline. For other approved refunds, we issue them without undue delay, normally within 14 days after agreeing the remedy, or sooner where law requires.

Your issuer may take additional time to display the returned funds. We can provide confirmation that the refund has been issued.

Refunded Balance is removed so that the same purchase cannot be both refunded and used. We account for refunds already made through us or a card dispute to avoid paying the same amount twice. This does not restrict your right to use a legitimate card-dispute or chargeback process.

You may use the following form for consumer cancellation, but an equally clear email is sufficient. Complete only the details applicable to your request.

To: CROWNSTONE PARTNERS LTD, Dept 6956, 43 Owston Road, Carcroft, Doncaster, United Kingdom, DN6 8DA; info@kiilln.com.

I/We [delete as appropriate] hereby give notice that I/We [delete as appropriate] cancel my/our contract for the supply of the following service:

• Service / Balance Package: ____________________
• Ordered on: ____________________
• Name of consumer(s): ____________________
• Address of consumer(s): ____________________
• Signature of consumer(s), only if submitted on paper: ____________________
• Date: ____________________

You may add an account email or transaction reference to help us identify the purchase, but those additional details are not a condition of using the form.