Refund Policy

If you were charged but Koala failed to deliver your report because of a technical problem on our side (the pipeline errored out, the PDF could not be generated, or the analysis never completed), you are entitled to a full refund. Email koala.insurance.help@gmail.com with your claim reference and we will refund the charge.

The fair-value range, gap, and draft letter are software-generated estimates based on the documents you provide. A result you disagree with, an outcome with your insurer, or a change of mind after the report is delivered are not grounds for a refund. Koala is an informational tool, not a guarantee of any recovery (see the Terms of Service).

If you were charged more than once for the same claim, or charged in error, contact us and we will refund the duplicate charge.

The educational plans (Bronze, Silver, and Gold) are recurring subscriptions billed every 3 months in advance. You can cancel at any time to stop future renewals by emailing koala.insurance.help@gmail.com; cancellation stops future charges. The Free plan is never charged, so there is nothing to refund.

If a renewal charged after you meant to cancel, or you believe a subscription charge was a mistake, contact us within 30 days and we will look into it. Duplicate subscription charges are refunded the same way as above.

Email koala.insurance.help@gmail.com within 30 days of the charge, including the email used and the approximate date and time. Approved refunds are issued to your original payment method via Stripe and typically appear within 5 to 10 business days.