Refund Policy.

1. Scope

This Refund Policy applies to direct purchases of KuKirin Dash digital access through kukirin.app and purchases through Google Play. Google Play purchases are also subject to Google's billing, cancellation, and refund process and applicable Google Play terms.

This policy should be read with the Terms of Service and Privacy Policy.

2. General no-refund policy

KuKirin Dash is digital content and access is normally supplied shortly after confirmed payment by assigning, linking, or restoring a license. Website keys are normally delivered by email; Google Play access is provided after server-side verification of the Play purchase. Because the product cannot be physically returned and access may be used immediately, we do not ordinarily provide voluntary refunds once a valid license has been delivered, activated, restored, or used.

This includes ordinary change of mind, deciding not to use the app, selling or losing the scooter, or preferring another product after access has been supplied. This general policy applies only to the extent permitted by law.

3. Withdrawal and statutory rights

Nothing in this policy removes rights that applicable consumer law does not allow us to exclude. Depending on your location, you may have rights where digital content is not supplied, is defective, is not as described, is incompatible despite accurate compliance with stated requirements, or cannot be brought into conformity within a reasonable time.

Consumers in the European Union and certain other jurisdictions may normally have a withdrawal period for distance purchases. For digital content not supplied on a tangible medium, that right may be lost only where the legal requirements are met, including prior express consent to immediate performance, acknowledgement of the resulting loss of the withdrawal right, and required confirmation. If those requirements have not been met, any applicable withdrawal right remains unaffected by this policy.

Where the law requires a repair, replacement, renewed delivery, price reduction, refund, or another remedy, KuKirin Dash will provide the remedy required by that law.

4. Exceptional support review

Even where no refund is legally required, support may approve a full or partial refund in exceptional circumstances. Decisions are made reasonably and may consider whether:

• the request was made promptly;
• the key was delivered or activated;
• the app was materially used;
• the issue can be resolved through setup, compatibility guidance, redelivery, or a browser-lock reset;
• compatibility information was clear before purchase;
• the transaction was duplicated, incorrect, or affected by a verified technical failure; and
• there is evidence of fraud, abuse, key sharing, or a payment dispute.

An exceptional refund is discretionary, does not admit fault, and does not create an entitlement or precedent for another purchase.

5. Cases that may qualify

A refund, correction, redelivery, or other remedy may be appropriate where investigation confirms:

• a duplicate charge for the same intended purchase;
• payment was completed but no key was assigned or delivered and support cannot resolve delivery;
• the charged amount or currency was incorrect;
• the assigned key was invalid and cannot be replaced or corrected;
• the product materially fails to match its description or applicable conformity requirements and cannot be fixed within a reasonable time;
• the purchase was unauthorised, subject to reasonable identity and payment verification; or
• applicable law otherwise requires a refund or remedy.

Where a working replacement key, corrected entitlement, setup solution, or conformity fix can reasonably resolve the problem, support may offer that remedy before a refund where the law permits.

6. Cases normally not eligible

Unless mandatory law requires otherwise, refunds are normally not provided for:

• change of mind after a key is delivered, activated, or used;
• failure to read the published compatibility or setup requirements;
• use with an unsupported scooter, controller, browser, operating system, Bluetooth bridge, or modified hardware;
• a temporary outage or issue that has been resolved within a reasonable time;
• loss of a key or browser access where reasonable recovery or reset support is available;
• local trip data lost through clearing browser storage, removing the app, device loss, or failure to export data;
• telemetry estimates differing from another device where the app remains materially functional;
• features shown as planned, researched, beta, or unsupported rather than currently included;
• unsafe or unlawful use, account abuse, license sharing, or circumvention of technical restrictions; or
• optional project support added voluntarily, except where it forms part of a transaction that applicable law requires us to refund.

7. How to request a review

Open the support form, choose Refund request, and use the purchase email address as soon as reasonably possible. Include:

• the purchase email;
• the order or checkout reference, if available;
• the purchase date and amount;
• a clear description of the issue;
• the scooter model, device, browser, and relevant setup details; and
• reasonable error details, with sensitive payment credentials removed.

Do not send full card details, wallet credentials, passwords, or authentication secrets. We may request limited information needed to verify the purchase and investigate the issue. Requests relying on a statutory deadline must be made within that legal period.

8. Approved refunds

Approved refunds are normally returned through the original payment method. A Google Play refund may need to be requested or processed through Google Play. Processing time depends on the payment provider and financial institution. Currency conversion, network fees, or provider charges outside our control may affect the final amount received where permitted by law.

When a purchase is refunded, reversed, cancelled after provisional access, or successfully charged back, the related license and entitlement may be revoked, and continued use is not permitted. Reverification of the same refunded Google Play order will not create a replacement entitlement. A refund does not necessarily erase transaction or support records that must be retained for accounting, fraud prevention, disputes, or legal obligations.

9. Payment disputes and chargebacks

Please contact support before opening a payment dispute so we can investigate delivery, duplicate charges, compatibility, or access problems. A chargeback or payment reversal may automatically suspend the associated license while the dispute is reviewed.

Nothing in this section prevents you from using a lawful payment-provider or consumer remedy. Knowingly false or abusive disputes may result in termination of access and recovery of reasonable costs where permitted by law.

10. Changes to this policy

We may update this policy to reflect changes in law, payment providers, delivery methods, or the product. The current version will be published at kukirin.app/refunds with its effective date. A later update will not remove a refund or consumer right that had already arisen.

11. Contact

Refund and purchase-support questions can be submitted through the support form. You may also email us directly:

KuKirin Dash / Kelixo
dash@kukirin.app