Effective date: 13 December 2025

1. Scope

This policy covers pilots, subscriptions and related fees charged by KOSHA for use of Cash Agent and associated Services.

2. Pilots

Pilot fees and any outcome-linked clauses are defined in your SOW / Order Form.

Unless your documents explicitly provide otherwise:

• Pilot fees are non-refundable once the pilot commences, because our team and infrastructure are committed for the full duration.

• Where a money-back or performance-linked clause is included (for example, partial refund if certain metrics are not achieved), that clause and its conditions - governs eligibility for refunds for that engagement.

3. Subscriptions

• Monthly plans renew each month until cancelled. You can cancel for the next period via in-app or email; we don’t provide refunds for partial months already billed.

• Annual plans renew yearly. If you cancel during an annual term, the subscription continues until the end of the term; we generally do not provide pro-rated refunds unless expressly agreed in writing.

4. Performance-linked / money-back commitments

Where an Order Form includes a clause such as “if after the pilot you see no material improvement in agreed metrics, you may request a partial refund or extension”, then:

• both sides will jointly review baseline and post-pilot data;

• if conditions in that clause are met (including cooperation and data access from your side), we will honour the agreed refund or extension;

• any approved refund will usually be processed within 10–15 business days via the original payment method.

5. Third-party fees

Fees paid directly to third-party providers (banks, PSPs, WhatsApp/SMS providers, Account Aggregators etc.) follow their own policies and are not refundable by KOSHA.

6. How to request a refund or cancellation

Email billing@usekosha.com with:

• your organisation name and contact person;

• description of the pilot or subscription (SOW / Order reference);

• reason for refund or cancellation and any supporting details.

We will acknowledge your request and work with you to resolve it in line with this policy and your specific agreement.

7. Contact

For billing, refunds or invoice questions, contact:

Billing & Accounts - KOSHA
Email: billing@usekosha.com