Refund Policy

The short version

• Apple takes your payment, so Apple issues refunds. All KareGO subscriptions are sold through the App Store. We never handle your money, which means we cannot process a refund directly — only Apple can.
• You have a 14-day right to cancel if you are a consumer in the UK or the European Economic Area. We do not ask you to waive it, and we do not use the small print that would let us.
• Cancelling and refunding are different things. Cancelling stops future charges. A refund returns money already taken. You may need to do both.
• If Apple refuses a refund we think you deserved, we will make it right ourselves — by giving you free access for the equivalent period. See section 6.
• Your data is never affected by a refund. Nothing is deleted, held back or locked away.

Questions: support@karego.ai. A person will answer.

1. Why Apple, and not us

KareGO subscriptions are sold through the Apple App Store. Under that arrangement Apple is the merchant of record: Apple charges your Apple ID, Apple accounts for VAT, and Apple holds the funds.

This is genuinely good for you — your card details never touch our systems — but it has one consequence worth stating plainly: we cannot refund an App Store purchase, no matter how much we want to. We have no access to the transaction. Anyone telling you otherwise is describing a system that does not exist.

What we can do is help you with your request, and step in ourselves if it fails. Both are covered below.

2. Your right to cancel within 14 days

If you are a consumer resident in the United Kingdom or the European Economic Area, you have a statutory right to withdraw from a distance contract within 14 days, without giving a reason. This comes from the EU Consumer Rights Directive and, in the UK, the Consumer Contracts Regulations 2013.

Some digital services ask you to waive this right at checkout in exchange for immediate access. We do not. You keep the full 14 days, and you get immediate access anyway.

To exercise it, request a refund through Apple (section 4) within 14 days of the purchase. You may also tell us at support@karego.ai and we will confirm to Apple that we support your request.

Where you have used the service during those 14 days, a proportionate deduction may apply under consumer law. In practice, for a subscription refunded within the withdrawal period, Apple's normal outcome is a full refund.

3. Cancelling is not the same as refunding

These are two separate actions and confusing them is the most common reason people end up out of pocket.

We cannot cancel your subscription for you. Deleting the KareGO app, or even deleting your KareGO account, does not cancel your subscription — you must cancel through Apple, or billing continues.

4. How to request a refund from Apple

1. 1Go to reportaproblem.apple.com and sign in with your Apple ID.
2. 2Find the KareGO purchase.
3. 3Choose Request a refund and select a reason.
4. 4Submit. Apple usually responds within 48 hours, sometimes up to a few days.

You can also request a refund from the receipt Apple emailed you, or through Settings on your device.

Apple assesses each request under its own policies and its decision is Apple's alone. If it is approved, the money returns to your original payment method within a few business days.

5. Situations we will support

Tell us at support@karego.ai and we will confirm to Apple in writing that we support your refund request in any of these cases:

• You were charged for a renewal you did not want and you contact us within 14 days of the charge.
• A free trial converted to a paid subscription and you did not intend it to.
• KareGO was substantially unavailable or broken for a meaningful part of your paid period.
• A paid feature did not work as we described it.
• You were charged twice for the same period.
• You purchased by mistake, including a purchase made on your account by someone else in your household.

We do not require you to justify yourself, provide evidence, or explain why you no longer want the product.

6. If Apple says no

Apple sometimes declines refund requests, particularly for repeat requests or older purchases. Apple's decision is final and we cannot overturn it.

This is not a legal obligation and no law requires it of us. We do it because "the platform said no" is not an answer we are willing to give someone about their own money, and because a refund request usually means we got something wrong, not that you did.

Write to support@karego.ai with your Apple order ID and what happened.

7. Free trials

Where a subscription includes a free trial:

• It converts to a paid subscription automatically unless you cancel at least 24 hours before the trial ends.
• Cancel through your Apple ID settings, not in the KareGO app.
• If you buy a subscription during a trial, the remainder of the trial is forfeited.
• If a trial converted and you did not want it, section 5 applies — tell us and we will support your request.

8. Price changes

If we raise the price of your subscription, Apple notifies you in advance and, where required, asks for your consent before the new price applies. If you do not agree, cancel before the next renewal and you will not be charged the new price.

If you are charged an increased price you were not properly notified about, contact us and section 5 applies.

9. What is not normally refundable

To be straightforward about the limits:

• Periods you have already used, outside the 14-day withdrawal window. If you subscribed nine months ago, used the app, and now want to stop, cancelling stops future charges — it does not refund past ones.
• Partial months. Subscriptions run to the end of the paid period; there is no pro-rata refund for cancelling mid-period, but you keep access for the whole period.
• Repeated requests across many billing cycles. Apple applies its own limits here.
• Dissatisfaction with medical outcomes. KareGO is an information tool and does not provide medical advice or treatment. Please read our Terms of Service on this point.

10. If we discontinue KareGO

If we ever shut the service down, we will give you at least 90 days' notice, provide a complete export of your data, and refund any unused portion of a paid subscription. This is set out in our Terms of Service and we will honour it.

11. Refunds do not affect your data

A refund, a cancellation, or a lapsed subscription does not delete your health records.

If your subscription ends, paid features become unavailable, but your data remains in your account. You can still view it, export it, or delete it permanently, at any time, at no cost. We do not hold anyone's medical history behind a paywall.

If you want your data removed, delete your account in the app — it is erased from our live systems immediately and from backups within seven days.

12. Your statutory rights

Nothing in this policy limits your rights as a consumer under the law of your country of residence. Where that law gives you stronger rights than this policy, those rights apply.

If you are unhappy with how we have handled a refund, you may be entitled to use a consumer mediation or alternative dispute resolution scheme in your country; your national consumer authority can tell you which. You may also bring proceedings in the courts of your country of residence.

13. Contact

Refunds, billing and support: support@karego.ai

We aim to reply within two business days.