Refund Policy
1. App Store purchases & subscriptions
Purchases of karenlee applications, in-app purchases, and auto-renewing subscriptions made through the Apple App Store are handled by Apple. Apple is the merchant of record for these transactions. karenlee cannot issue refunds for App Store purchases directly.
To request a refund:
- Visit reportaproblem.apple.com and sign in with your Apple ID;
- Find the purchase or subscription, select "Report a Problem", and choose a reason;
- Apple reviews requests on a case-by-case basis under its own refund policy. We have no control over the outcome.
To stop future subscription renewals, open Settings → [your name] → Subscriptions on iOS or the App Store on macOS, select the subscription, and cancel it at least 24 hours before the next renewal date.
EU consumers have specific statutory rights under the EU Consumer Rights Directive. Those rights are not limited by this Policy and apply against Apple as the merchant of record. We will support reasonable evidence requests Apple makes during such reviews.
2. Direct macOS purchases
For Mac applications sold outside the App Store (e.g. directly licensed downloads), we offer a 14-day money-back guarantee from the date of purchase. To request a refund, email help@karenlee.online with your order number and the reason for the refund. Approved refunds are returned to the original payment method within 10 business days.
Refunds may be declined where the licence has been provided to more devices than the licence allows, where the licence has been re-sold, or where we have reasonable grounds to suspect fraud.
3. Services engagements
For design and development services governed by a Statement of Work ("SOW"):
- Deposits are non-refundable once work has begun, except where the SOW states otherwise;
- Milestone-based work is non-refundable for milestones already delivered and accepted in writing;
- Discovery sprints are paid in advance and are non-refundable once the kickoff has taken place;
- Retainers renew monthly. You may cancel a retainer with 30 days' notice; fees paid for the current month are non-refundable;
- Termination for material breach by karenlee entitles the client to a pro-rated refund of unearned fees;
- If we miss a contracted deadline by more than 30 days through no fault of the client and no Force Majeure event, the client may, at its option, terminate the SOW and receive a pro-rated refund of unearned fees as its sole remedy.
4. Chargebacks
If you have a payment dispute, please contact us before initiating a chargeback. We respond to billing concerns within two business days. Chargebacks initiated without contacting us first may result in suspension of services and recovery of associated bank fees.
5. Promotional credits
Promotional credits (e.g. referral bonuses, conference discounts) have no cash value and are non-refundable.
6. How to ask
Email help@karenlee.online with:
- Your order number, invoice number or App Store transaction ID;
- The name on the order and the email used at purchase;
- A brief reason for the refund.
We aim to respond within two business days.
7. Statutory rights
Nothing in this Policy limits any statutory rights you may have, including under EU Directive 2011/83/EU and UK Consumer Rights Act 2015. Where statutory rights exceed the rights granted in this Policy, the statutory rights prevail.