Refund & Cancellation Policy
Effective date: 14 October 2026
This policy applies to eligible Kemetvra software products and digital subscriptions sold by Intelligent Trading & Services Solutions (ITS) through authorized sales channels. The seller identified on the order confirmation remains responsible for the transaction.
1. Free trials
Where a free trial is offered and no payment is collected, no refund is due. Trial availability, length and eligibility are shown on the applicable product offer.
2. Annual subscriptions
Paid subscriptions are offered on an annual basis unless the checkout explicitly states otherwise. The applicable price, term, renewal conditions and product entitlements are those disclosed before purchase.
3. Refund requests
Customers may request a refund within 14 calendar days after an initial purchase by contacting ITS with the order details. Requests are assessed based on the transaction, activation and usage circumstances, applicable purchase terms, and mandatory consumer rights. This initial-purchase request window does not restrict prorated cancellation requests under Section 6 or rights provided by applicable law.
4. Technical problems
If software materially fails to perform as described, contact support with a description of the problem. ITS will investigate and offer a legally appropriate remedy, which may include a correction, replacement, or refund.
5. Duplicate or unauthorized charges
Verified duplicate charges will be refunded. Report suspected unauthorized transactions promptly; these are investigated subject to payment-provider and identity verification requirements.
6. Cancellation and renewal
Customers may request early cancellation of an annual subscription with a prorated refund for the unused portion of the paid subscription term. The refund is calculated from the applicable cancellation effective date through the original paid-through date, using the net subscription amount actually paid and the unused period, subject to disclosed adjustments and applicable law. ITS will confirm the calculation, effective date, and resulting license-access changes before processing the cancellation. Cancellation also stops future renewals where applicable. Customer Satisfaction Refunds (which may be full or partial without changing the license) and Full Refund & Terminate are separate remedies. Automatic renewal terms must be disclosed at checkout. Mandatory legal rights remain unaffected.
7. Processing
Approved refunds are normally initiated within 10 business days using the original payment method where feasible. The receiving bank or payment provider may require additional processing time.
8. Request a refund
Email info@the-its.com with the order number, purchase date, registered email address and reason for the request. Do not email payment-card details or passwords.
9. Statutory rights
Nothing in this policy excludes or limits non-waivable rights or remedies under applicable consumer protection law. In the event of a conflict, mandatory law prevails.