Last updated: 2026-04-18
This page explains when refunds apply to Katalog itself, and what happens when a buyer wants a refund on an order they placed through a Katalog storefront.
Katalog isn't a payment processor
Katalog is a listings platform. When a buyer places an order through a storefront, they pay the seller directly — typically by WhatsApp message, bank transfer, cash on delivery, or a payment link the seller sends. Katalog never holds the money and isn't a party to the transaction.
That means buyer refunds don't come from Katalog. They come from the seller, using whatever payment channel the original payment went through.
Seller subscriptions
Katalog is free today. If we introduce paid tiers in the future, this section will govern refunds on those subscriptions.
- 14-day money-back on new subscriptions. If you subscribe to a paid plan for the first time and decide within 14 days that Katalog isn't right for you, email us at hello@katalog.tools and we'll refund the subscription fee in full.
- No pro-rated refunds after 14 days. Outside that window, subscriptions run to the end of the paid period. You can cancel at any time to prevent further billing; you won't be charged again and you keep access until the period ends. We don't refund partial months.
- Annual plans. If we offer annual billing, the 14-day window applies to the first month only. After that, refunds on an annual plan are at our discretion — reach out and we'll look at your situation case by case.
- Downgrades. If you move from a paid tier down to free mid-cycle, your paid features stay active until the end of the billing period. We don't refund the unused portion.
- Account termination for breach. If we close your account for a serious breach of our Terms of Service, subscription fees for the current period are not refunded.
Buyer orders on Katalog storefronts
Katalog is not a party to orders buyers place with sellers. We don't collect payment, don't handle fulfilment, don't ship products, and don't process returns. If something goes wrong with an order, here's how it works:
- Contact the seller first. Every storefront has a WhatsApp or email contact. Reach out and explain what happened. Most issues — wrong item, damage in transit, late delivery — resolve directly with the seller.
- Refunds are the seller's responsibility. The seller decides their own refund / return policy and communicates it to buyers. Some sellers offer no-questions returns; others have strict final-sale terms. Check the storefront or ask the seller before ordering if you're unsure.
- Payment-method disputes. If you paid by card, bank transfer, or mobile-wallet and the seller is unreachable or refuses to help, you can usually dispute the charge with your payment provider. How this works depends on the provider.
- Tell us about bad actors. If a seller is clearly defrauding buyers — taking money and never shipping, for example — email hello@katalog.tools with the details and screenshots. We'll investigate, remove the storefront if the report checks out, and cooperate with law enforcement where legally required. We can't refund you directly (we never held the money), but pulling a fraudulent storefront off the platform protects other buyers.
How to request a subscription refund
Email hello@katalog.tools from the address on your account with:
- Your account email.
- The date you subscribed.
- A short reason (optional, but it helps us improve).
We'll confirm within 3 working days and process eligible refunds within 10 working days. Refunds go back to the original payment method.
Changes to this policy
We may update this policy as Katalog adds paid features or payment processing. Material changes will be emailed to paying customers at least 14 days before taking effect.
Contact
Subscription refunds and questions: hello@katalog.tools.