Refund and cancellation

This policy describes the refund and cancellation terms for Koopy subscriptions. Billing is handled by Stripe, with VAT applied automatically based on the customer's country.

This translation is provided for convenience. The Italian version remains the legally binding reference — request a certified copy at [email protected].

Scope

This policy applies to all paid Koopy plans (Starter / Business / Enterprise). The Free plan is not billed and therefore is not subject to refunds or withdrawal.

Right of withdrawal (B2C, EU consumers)

EU-based consumers are granted a 14-day right of withdrawal from the activation of a subscription under the Italian Consumer Code (D.Lgs. 206/2005 art. 52-55), with a full refund of the amount paid. To exercise it, email [email protected] indicating the account email and the activated plan. The refund is issued by Stripe to the same card used for payment within 14 days of the request.

The right of withdrawal is forfeited if the user has substantially used the service (e.g. >20% of the monthly quota of the purchased plan) within the 14-day window — this is permitted under art. 52(3) D.Lgs. 206/2005 for digital content supplied before the withdrawal period expires.

B2B / VAT-registered customers

B2B customers (legal entities or VAT-registered parties) are excluded from the Consumer Code right of withdrawal. The ability to cancel auto-renewal at any time from the customer portal remains available.

Cancelling auto-renewal

All subscriptions renew automatically (monthly or yearly) unless explicitly cancelled. Cancellation is available at any time from Settings → Billing → Manage billing, which opens the Stripe customer portal. The subscription stays active until the end of the already-paid billing period; no refund is issued for unused days except as provided in the Right of withdrawal section.

Exceptional refunds

Refunds outside the right of withdrawal are reviewed case by case, in particular for: (a) major service malfunction not resolved within 48h of the report; (b) duplicate charge; (c) demonstrated billing error. Contact [email protected] with the invoice number and a description of the issue.

Timing

Requests are processed within 5 business days. The credit appearing on the card is handled by the issuing bank (typically 5–10 banking days).

Disputes

For any dispute, the competent court is Milan (Italy), without prejudice to mandatory consumer protection provisions that may otherwise apply (Reg. EU 1215/2012).

Contact

For any refund or cancellation request: [email protected]. Koopy's registered office is c/o CodeLab srls (full address available on request or on the invoice).

Questions: [email protected].