Abandoned migrations
A credit is used when a migration starts. If you abandon a migration before switch-over begins, the credit goes back to your team straight away, ready for your next migration. You don’t need to ask.
Unused credits
You can have a full refund for credits you haven’t used within 30 days of buying them. If you have used some credits from an order, we refund the unused ones at the price you paid for each.
Migrations that fail because of Kiln
If a migration can’t be completed because of a fault in Kiln and we can’t fix it, tell us within 30 days. We will refund that credit, or return it to your team if you prefer.
Credits that have been used
Once switch-over has started, the credit for that migration has been used and isn’t refundable, except under the section above or where the law says otherwise.
If you buy as a consumer, you normally have 14 days to cancel a purchase of digital services. By starting a migration within those 14 days, you ask us to provide it straight away and accept that you lose the right to cancel for the credit it uses. Credits you haven’t used are still covered for 30 days.
What we can’t refund
We can’t refund charges from other providers, such as the cost of servers created in your DigitalOcean account, Forge subscriptions or domain fees. Those are billed to you directly by each provider.
How to ask for a refund
Email [email protected] from your account’s email address with your team name and, if you have it, the order reference on your receipt. We reply within two working days.
Stripe, our merchant of record, makes the refund to your original payment method, including any VAT or sales tax you paid. It usually reaches you within 5 to 10 working days. Refunded credits are removed from your team. You can also contact Stripe about a payment using the details on your receipt.