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Support and Refund Policy

Last updated: 17 August 2026

1. Scope

This policy explains how KOVE Super Agent handles support, cancellation, and refund review during the controlled commercial rollout.

2. Support channels

For support, contact info@kovekomputing.com. Include a short description of the issue, your plan, and the workflow affected. Do not send secrets, payment card details, raw provider tokens, or unnecessary third-party account content.

3. Severity levels

Critical

Examples:

• you paid but cannot access the assistant after onboarding;
• billing or entitlement is incorrect;
• your dedicated runtime is unavailable;
• a privacy or security concern exists;
• an external action occurred without the expected confirmation.

Target response during controlled rollout: acknowledgement within 2 business hours where reasonably possible.

High

Examples:

• Telegram pairing is blocked;
• the first agreed useful task fails;
• a connected-account workflow fails after setup;
• repeated output quality issues prevent the agreed workflow.

Target response: acknowledgement within 1 business day.

Normal

Examples:

• product questions;
• UX confusion;
• request for a new workflow;
• minor onboarding friction.

Target response: within 2 business days.

4. Refund review principle

If KOVE cannot activate your paid assistant or complete the agreed first useful task because of a KOVE-side blocker, and no reasonable workaround is available, we will review one of the following:

• refund of the first month;
• extension of the service period;
• guided remediation with your agreement.

Refund decisions are reviewed case by case and require confirmation by KOVE operations.

5. Cases normally eligible for review

A refund or extension may be considered when:

• payment succeeded but entitlement or runtime activation failed because of KOVE;
• the first agreed useful task could not be completed within the guided onboarding window because of a KOVE-side issue;
• you were sold a capability that was not available or reasonably deliverable for your account;
• a support, privacy, or confirmation expectation was materially misstated.

6. Cases not automatically refundable

Refunds are not automatic when:

• you decline required account connection or permissions;
• you request unsupported workflows outside the agreed scope;
• you miss or postpone required guided onboarding steps;
• you change the primary use case after activation;
• the issue is caused by third-party provider downtime outside KOVE control and KOVE provides a reasonable workaround or extension.

7. Cancellation

You can cancel at any time from your dashboard, without contacting support. Cancellation takes effect at the end of the current paid period: access continues until then, and no further renewal is charged. If you cancel during the 7-day Personal trial before it ends, no subscription charge is taken. Some runtime, connector, and channel access may be disabled earlier if required for security, abuse prevention, legal compliance, or payment failure.

8. Evidence handling

Support investigations use low-PII evidence wherever possible: plan tier, workflow category, failure class, timestamps, safe account labels, and hashed references.

Please do not send raw email contents, document contents, payment URLs, tokens, passwords, or sensitive third-party data unless explicitly requested for a secure support process.

9. Contact

Kove Komputing — Support

Email: info@kovekomputing.com