Refund and Cancellation Policy
At Kultra (usekultra.com), we stand firmly behind the performance, reliability, and precision of our real-time Google Merchant Center monitoring platform. We believe billing should always be honest, self-serve, and completely predictable with zero hidden fees.
Starts only when your GMC account connects. Cancel anytime before day 14 ends and you are never charged.
First paid charge backed by a full refund if requested within 14 days. No questions asked.
Self-serve directly in your settings dashboard. No phone calls, no support tickets, no retention friction.
1. Clear Commitment and Overview
Kultra provides mission-critical surveillance for Google Shopping feeds and Merchant Center accounts. We understand that e-commerce brand owners and performance marketing agencies depend on sub-30 second Slack alerts to halt wasted ad spend before campaign performance degrades.
We operate on a straightforward software-as-a-service model. All fees are transparently published, all billing cycles are billed monthly recurring in United States Dollars (USD), and you maintain absolute control over your subscription status at all times.
2. 14-Day Free Trial Terms
Every new customer receives a comprehensive 14-day free trial of Kultra with complete access to real-time incident detection, automated root cause translation, and instant Slack notifications.
3. First-Payment 14-Day Money-Back Guarantee
To eliminate all purchase risk for growing merchants and agencies, Kultra backs your very first subscription invoice with an unconditional 14-day money-back guarantee.
- Eligibility: This guarantee applies exclusively to first-time paying subscribers on either the Solo plan ($19/month) or the Agency plan ($49/month).
- Claim Window: If within 14 calendar days of your initial paid transaction you determine Kultra does not seamlessly fit into your catalog triage operations, simply email support@usekultra.com.
- Full Reimbursement: We will promptly issue a 100% refund of that initial charge back to your original payment card without requiring prolonged justifications.
4. Subsequent Monthly Renewals
Following the initial billing cycle, subscriptions renew automatically on a monthly recurring basis to guarantee continuous, 24/7 background surveillance of your merchant catalog.
Non-Refundable Renewal Charges: Recurring monthly renewals after your first paid cycle are non-refundable once processed. Because our infrastructure provisions continuous Google Cloud Pub/Sub subscriptions and compute resources on your behalf, we do not issue prorated refunds for partial month usage.
Retained Active Access: If you choose to cancel after a renewal invoice has settled, your account remains completely operational with full Slack notification capabilities and dashboard tools through the conclusion of your current paid billing period.
Automated Receipts: An automated digital receipt containing itemized transaction details, timestamp, and account metadata is dispatched to your registered account email immediately upon every successful charge.
5. Plan Upgrades and Downgrades
You can transition between Kultra subscription tiers at any time directly through your account settings dashboard:
Solo Plan: $19 / Month
Tailored for standalone Shopify store owners. Monitors 1 Google Merchant Center account with unlimited catalog SKUs and instant Slack alert routing.
Agency Plan: $49 / Month
Built for performance marketing agencies. Unlocks up to 15 GMC client accounts, multi-tenant overview capabilities, and client-specific Slack channels.
Immediate Upgrades: When upgrading from Solo to Agency, your account limits expand immediately so you can connect client stores without interruption. Any billing adjustment applies cleanly and transparently to your monthly cycle.
Downgrades: When downgrading from Agency to Solo, your existing multi-account privileges continue through the end of the paid monthly cycle, after which your account adjusts to single-store monitoring.
6. Frictionless Self-Serve Cancellation
We respect your time and believe software cancellation should be effortless. We never make you place a telephone call, sit in a live chat queue, submit manual support tickets, or endure retention questionnaires.
Steps to Cancel Your Subscription:
- Log into your Kultra dashboard at usekultra.com/login.
- Navigate to Settings in the navigation bar.
- Select the Subscription & Billing tab.
- Click Cancel Subscription and confirm your selection.
Post-Cancellation Behavior: Once confirmed, auto-renewal stops immediately. Your catalog surveillance and Slack notifications remain fully active until your current prepaid monthly cycle concludes. At that point, background event ingestion safely pauses and no further charges will ever occur.
7. Alerting Reliability and Outage Credits
Kultra maintains redundant Cloud Pub/Sub webhooks designed for 99.9% monitoring uptime. However, we acknowledge that rare third-party API disruptions or unexpected infrastructure downtimes can occur.
If our core alert pipeline experiences a verifiable, uninterrupted outage exceeding 12 hours that directly prevents incident dispatching, affected customers are eligible for prorated billing credits or a partial refund for the affected billing period.
Note: Outage credits do not apply to downtime caused by customer-side Google OAuth token revocations, unverified Slack webhook URLs, or global Google API outages outside our control.
8. Step-by-Step Refund Request Process
To request a refund under our 14-day first-payment guarantee or for verifiable service outage credits, follow this streamlined process:
Please submit your request from your registered Kultra account email and include:
- Your primary account email address.
- The transaction date and approximate charge amount.
- A brief sentence indicating you would like a refund under the guarantee.
Review Timeline: Our operational support team in Ouarzazate, Morocco reviews all refund inquiries in under 24 business hours.
Bank Processing Duration: Once approved and initiated, refunds typically take between 5 to 10 business days to appear on your bank statement, depending on your card issuer processing speed.
9. Chargeback Prevention and Dispute Policy
Chargebacks and payment disputes create severe overhead and processing penalties for independent software companies. Because Kultra provides an instant, self-serve cancellation mechanism and a guaranteed refund policy, initiating a formal chargeback with your banking institution is never necessary.
If a chargeback or payment dispute is initiated without prior communication with our support team:
- All real-time catalog monitoring and Slack webhook dispatching are frozen immediately.
- Connected Google Merchant Center accounts are decoupled from our active surveillance worker queue.
- The account is permanently disqualified from future promotional pricing, trials, or self-serve reactivation.
If you ever notice an unrecognized transaction or have a question about an invoice, please contact support@usekultra.com first. We will resolve your inquiry promptly and professionally.
10. Contact and Business Details
For any billing questions, cancellation assistance, or policy clarifications, contact our official support desk:
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