Last Updated: August 23, 2026 Effective Date: August 23, 2026
This Policy explains how billing, cancellation, and refunds work for subscriptions to the software platform and for consulting services provided by Cloud Deck LLC d/b/a Kantrel ("Kantrel", "we", "us").
It forms part of our Terms & Conditions. By subscribing, you accept this Policy.
Kantrel does not provide refunds.
Once a subscription payment has been processed, that payment is final. This applies to:
Monthly subscription fees
Annual subscription fees
Fees already charged for a billing period in which you cancel
Usage-based charges already incurred, including SMS, voice minutes, phone number rental, and WhatsApp message fees
Setup, onboarding, migration, and configuration fees
Consulting fees for work already performed
Refunds are not issued for unused time in a billing period, for features you chose not to use, for downgrading mid-period, or for business results that did not meet your expectations.
You are not locked in: you may cancel at any time and stop all future charges. What you have already paid for the current period is not returned, and you keep access for the rest of that period.
The Services consist of access to a hosted software platform and, where separately agreed, professional consulting time. No physical goods are sold, shipped, or delivered. There is nothing to return, and no return, exchange, or shipping process exists.
Access to the platform is granted immediately on payment, and the service is consumed continuously through the billing period.
There is no minimum contract term beyond the billing period you have already paid for, no cancellation fee, and no penalty.
Either method works:
(a) From your account — sign in, open account or billing settings, and select the option to cancel the subscription.
(b) By email — send a cancellation request to [email protected] from the email address registered on the account. Include your account name. We confirm cancellation by reply, normally within one business day.
Cancellation takes effect when we receive it. Keep our confirmation for your records.
Your subscription remains active until the end of the current billing period, and terminates at that point. Access is not cut off on the day you cancel.
Monthly plan: access continues to the end of the current month's paid period
Annual plan: access continues to the end of the current annual paid period
No further charges are made after the cancellation takes effect. Auto-renewal stops.
To avoid the next charge, cancel before the renewal date. A cancellation submitted after a renewal charge has processed applies to the following period; the charge that has already been taken is not refunded.
Customer data is retained for 90 days after the subscription terminates. During that window you may request an export by emailing [email protected]. After 90 days the data is permanently deleted and cannot be recovered.
Phone numbers and their associated registration information are retained for only 14 days after termination. After 14 days they are released and permanently deleted, cannot be recovered, and may be reassigned. If you need to keep a number, complete a port-out before that period ends. Full details are in the Terms & Conditions, Section 9.4.
The no-refund rule in Section 2 covers services correctly delivered and correctly billed. It does not cover our own mistakes. The following are handled as billing corrections:
If you were charged more than once for the same billing period, the duplicate is reversed in full. Send the transaction dates and amounts to [email protected].
If you were billed after a valid cancellation, billed at the wrong rate, billed on a plan you did not select, or charged for usage you did not incur, the difference is corrected.
If a fault on our side makes the platform unusable for a sustained period, contact us with the dates, times, and a description of what failed. We will investigate and, where our fault is confirmed, apply a service credit to your account proportionate to the affected period.
Service credits are applied to future invoices and are not paid out in cash. Credits are not issued for downtime caused by scheduled maintenance, by your own configuration or third-party integrations, by carrier or mailbox-provider filtering and message blocking, by suspension resulting from a breach of the Terms & Conditions, or by events outside our reasonable control.
Email [email protected] within 60 days of the charge or incident. Include:
Account name and registered email
Transaction date, amount, and currency
What went wrong
We acknowledge within 2 business days and give a decision within 10 business days. Approved corrections are processed through Stripe to the original payment method and typically appear within 5–10 business days, depending on your bank.
If you do not recognize a charge or believe it is wrong, email [email protected] or call +1 929 636 5676 before contacting your bank or card issuer. Most billing questions are resolved within one business day, and directly is faster than a chargeback, which can take 60 to 90 days to resolve through the card networks.
Submit — email [email protected] with the transaction date, amount, and the reason for the dispute
Acknowledgement — we confirm receipt within 2 business days
Review — we examine the billing record, account activity, and service logs for the period in question
Decision — we give a written decision within 10 business days, with the reasoning and the supporting records
Resolution — approved corrections are processed through Stripe; declined disputes are explained in writing, and you may respond with additional information
When a chargeback is filed, the card networks require us to respond with evidence. We will submit the account records, service logs, billing history, delivery records, and your acceptance of these Terms.
While a chargeback is open, we may suspend access to the account until the matter is resolved. A chargeback for services that were delivered in accordance with these Terms may result in termination of the account under Section 9.3 of the Terms & Conditions, and any resulting bank fees may be charged to your account.
Filing a chargeback does not remove your obligation to pay for services delivered.
We may update this Policy. The "Last Updated" date at the top changes when we do, and the current version is posted at kantrel.com. Material changes are notified to active Customers by email at least 30 days before they take effect. The Policy in force at the time of a charge governs that charge.
Cloud Deck LLC d/b/a Kantrel
30 N Gould St Ste N
Sheridan, WY 82801
United States
Email: [email protected]
Phone: +1 929 636 5676
Web: kantrel.com