Our promise: you only pay if you use it
We believe in fair pricing. If your event does not go as planned, or you decide not to use Kukuva after all, you can have your money back.
This policy is part of our Terms and Conditions. It does not reduce any right you have under consumer law.
1. Full refund before your event is used
You get a full refund of the package price when either of these is true:
- you cancel before the event starts, which means before the event's clock starts (the first upload on or after the event date, or noon on the event date), or
- nothing was added to the event's album once the event started
If you ask within 14 days of paying, we refund everything, including VAT, with no deductions (see section 2). After those 14 days, we refund the package price minus any payment processing fees that the payment provider does not return to us. We tell you the exact amount before we refund.
2. Your legal right of withdrawal (consumers)
If you buy as a consumer, the Cyprus Consumer Rights Law (Law 133(I)/2013) gives you 14 days from the day you pay to withdraw from the purchase without giving a reason.
Kukuva is a digital service that starts as soon as you pay. When you buy a package, you ask us to start it at once and you acknowledge that:
- if you withdraw after the service has started but before it has been fully provided, you pay for what you received up to the moment you tell us, in proportion to the whole package
- once the service has been fully provided, you lose the right of withdrawal
In practice, under our promise in section 1, you get everything back if you withdraw before the event starts, or if nothing was added to the album.
To withdraw, send us a clear statement, for example by e-mail to [email protected]. You can use these words: "I withdraw from my purchase of the [package] package for the event [event name], paid on [date]. Name, e-mail of the account." It is enough to send it within the 14 days.
If you buy for a business, the legal right of withdrawal does not apply, but our promise in section 1 does.
3. Other times we refund
- you were charged twice, or charged and the package was not applied to your event
- a fault on our side stopped your event from using Kukuva as its package promises and we could not put it right (in line with your legal guarantee that the service conforms to the contract)
- we close your account or stop the service without a breach on your part, in which case we refund the unused part of the package
4. When we don't refund
- once the event has been used (content was added after the event started) and none of sections 2 or 3 applies
- for the Free package, which costs nothing
- because the upload window or storage period of a package has ended as described in our Terms
- for discount codes or credits, which have no cash value
An upgrade is a separate payment. The rules above apply to it in the same way, counted from the date you paid for the upgrade.
5. How to ask
Write to [email protected], call +357 25 253190, or use the live chat. Please tell us:
- the e-mail address of your Kukuva account
- the name of the event
- the order or invoice number, if you have it
- why you are asking, so we can improve (you don't have to give a reason for a withdrawal)
We confirm that we received your request and reply within 5 working days.
6. How we pay refunds
We refund within 14 days of agreeing the refund, or of receiving your withdrawal, and always to the payment method you used:
- card, Apple Pay or Google Pay (Stripe): back to the same card. Your bank may take 5 to 10 working days to show it
- PayPal: back to your PayPal account
- bank transfer: back to the bank account the money came from. We ask you to confirm the account holder's name and IBAN, and we pay our own bank's charges
You receive a credit note for the VAT on the refunded amount. After a refund, the event goes back to the Free package. Before that happens, we agree with you what to do with anything already in the album, so nothing is deleted without warning.
7. Chargebacks
Please contact us before you dispute a payment with your bank or card issuer. We can usually solve things faster, and refunds are simpler for everyone. If a chargeback is opened, we may pause the paid features of the event until it is resolved, and we will give the payment provider the facts of the order. If the chargeback is decided in your favour, the event goes back to the Free package. If it is withdrawn or decided in our favour, the package is restored.
8. Contact
- TKOCY LTD, Panagias Evaggelistrias 89B, 4156 Limassol, Cyprus
- E-mail: [email protected]
- Phone: +357 25 253190