1. Overview
This Refund Policy explains how cancellations, renewals, billing errors, trials, pilots, and refund requests are handled for Kommon Poll plans and services.
Kommon Poll is a SaaS platform that provides ongoing access to monitoring, data collection, search configuration, dashboards, alerts, AI analysis, reports, integrations, support, and implementation services. Because many of these services involve immediate access, reserved capacity, third-party costs, data processing, and work performed after activation, fees are generally non-refundable unless stated otherwise.
2. Scope
This policy applies to Kommon Poll subscriptions, pilots, custom plans, setup fees, data collection, monitoring, searches, tracking credits, dashboards, alerts, exports, reports, AI processing, integrations, implementation, training, and support, unless a separate signed agreement or Order Form states different refund terms.
3. General refund position
Unless required by law or agreed in writing, paid fees are non-refundable after access has been activated, a subscription period has started, data collection has begun, a report has been generated, implementation work has commenced, or custom work has been delivered.
This includes monthly plans, annual plans, custom plans, agency plans, competitor monitoring, campaign monitoring, crisis monitoring, one-off reports, onboarding, setup, integrations, and implementation services.
4. Free plans, trials, and pilots
Free plans and trials may provide limited access to searches, sources, mentions, notifications, reports, refresh rates, support, and other features. Trial access does not create a right to a refund for a later paid subscription unless the applicable Order Form or checkout terms expressly say so.
Pilot fees are generally non-refundable once the pilot has started, data collection has begun, or implementation resources have been allocated, unless the Order Form states otherwise.
5. Renewals, cancellation, and downgrades
You are responsible for cancelling or changing your plan before the next renewal date according to the applicable checkout, invoice, or Order Form terms. Cancelling a subscription normally prevents future renewal charges but does not automatically refund the current billing period.
Downgrades may take effect at the next billing period unless we agree otherwise. Downgrading may reduce searches, mentions, tracking credits, users, refresh rates, reports, integrations, data retention, and support level.
6. When a refund or credit may be considered
We may consider a refund, reversal, or service credit in limited cases, including:
- duplicate charges caused by a verified billing error;
- incorrect amount charged compared with the agreed Order Form;
- payment taken after a properly confirmed cancellation where renewal should not have occurred;
- a paid service that was not activated or delivered due to an issue within our control;
- refund rights expressly stated in a signed agreement or Order Form; or
- refunds required by applicable law.
Goodwill credits may be offered at our discretion. A credit does not create an obligation to provide the same remedy in the future.
7. Cases generally not eligible for refund
Refunds are generally not available for:
- unused time in a billing period after activation;
- failure to use the Service after purchasing access;
- lack of results caused by search configuration, low public conversation volume, niche topics, unavailable sources, source deletion, platform restrictions, or changes in third-party platforms;
- dissatisfaction with AI outputs where the Service was available and functioning materially as described;
- data coverage limitations, source delays, API restrictions, rate limits, or public-source availability issues outside our reasonable control;
- custom implementation, onboarding, training, integration, urgent monitoring, or reporting work already performed;
- account suspension due to breach of the Terms; or
- failure to cancel before renewal.
8. How to request a billing review
To request a billing review, email help@kommonpoll.com with your account email, organisation name, invoice number, charge date, amount, payment method, and reason for the request.
We may request additional information to verify the charge. Approved refunds are usually returned to the original payment method where possible and may take time depending on the payment provider or bank.
9. Chargebacks and payment disputes
If you initiate a chargeback or payment dispute without contacting us first, we may suspend account access while the dispute is reviewed. Chargebacks may also affect future access, invoicing, and payment terms.
10. Changes to this Refund Policy
We may update this Refund Policy from time to time. The updated version will be posted on this page with a new Last updated date.
11. Contact
For refund or billing questions, contact:
Synapse Artificial Intelligence Labs (Pvt) Ltd
132/12, Hiripitiya, Pannipitiya, Sri Lanka
Email: help@kommonpoll.com