Refund policy

Kavex is a pay-as-you-go B2B data service operated by Strenor Labs LLC. Because every job consumes real, non-recoverable third-party API and proxy costs the moment it runs, credits are generally non-refundable once spent — but we automatically refund credits when a job fails or under-delivers, and we handle good-faith refund requests for billing errors and accidental purchases. The details are below.

Our order process is conducted by a third-party payment provider, which acts as the Merchant of Record for all our orders. They handle all payment transactions, billing inquiries, taxes, and refund processing on our behalf. When you request a refund that we approve, the funds are returned to your original payment method.

Kavex bills in credits, charged against an estimate when a job starts. We automatically refund credits in these cases — no request needed:

• Job fails entirely: the full estimated credit hold is returned to your balance.
• Job completes below estimate: the difference between the estimate and actual usage is refunded.
• Service error on our side: if a job is charged due to a bug or outage, the credits are returned.

Automatic credit refunds appear on your transactions page, usually within minutes of the job finishing.

Prepaid credit purchases are generally non-refundable once credits have been consumed, because the underlying API, proxy, and AI costs are paid by us in real time and cannot be recovered. However:

• Unused credits: if you bought a credit pack and have not yet spent it, you may request a refund of the unused balance within 14 days of purchase.
• Accidental or duplicate purchase: contact us within 14 days and we will refund a genuine accidental or duplicate charge in full.
• Billing errors: any incorrect charge is refunded in full, regardless of the 14-day window.

Where a plan is billed on a recurring basis, you may cancel at any time from your account settings. Cancellation stops future renewals; it does not retroactively refund the current billing period. Unused credits remaining in your account at cancellation never expire while your account stays open.

For anything not handled automatically, email billing@kavex.io from the email address on your account. Include your account email and, where relevant, the task ID and the order/receipt reference from your payment confirmation. We respond to refund requests within 5 business days. Approved refunds are issued to your original payment method, typically arriving within 5–10 business days depending on your bank or card issuer.

If you believe you were charged in error, please contact us first — we resolve almost everything faster than a bank dispute. Filing a chargeback without contacting us may result in your account being suspended pending resolution.