Kapwing is a browser-based editor product that provides a free experience as well as the option to upgrade to the Annual or Monthly Kapwing Pro plan to unlock our complete editing experience. Because we offer a free version of Kapwing to all users, we do not issue refunds for subscriptions once you decide to upgrade to Kapwing Pro. This policy is effective beginning Thursday, November 11th, 2021.
All subscriptions are renewed automatically until cancelled. We make canceling easy and accessible! Kapwing customers can manage their subscriptions and cancellations by going to their Account Settings. Users who are unable to cancel their subscription through their workspace settings must contact Kapwing's support team before the end of the current billing cycle to avoid being charged for the next cycle. We do not offer refunds to users who do not unsubscribe or request assistance from Kapwing's support team to unsubscribe before the subscription renewal billing date. If you do cancel before the renewal date, you will continue to have access to all the premium features on Kapwing until the end of the original billing cycle. Kapwing customers are responsible for managing their subscriptions and cancelling on time; failure to do so will not result in a refund.
All free and Pro Workspace limitations are listed on our pricing page. Please review these restrictions and test the product thoroughly before making an informed decision to upgrade. Users who upgrade to Kapwing Pro acknowledge the platform's stated limitations. Failure to consider the stated restrictions and test our product prior to upgrading will not result in a refund.
We’re sorry to hear that you’re having trouble with Kapwing! We’re a small startup and are working on addressing bugs and developing new features as quickly as possible. If a technical issue occurs please contact Kapwing's support team or select "Report a Problem" from the "Help" tab within the project you are experiencing issues in. Typically, our technical support team members can respond with an update on their investigation within 24-48 business hours. Our customer support operating hours are M - F 10am - 4pm PST. Kapwing reserves the right to troubleshoot to resolve users' technical issues. If we are unable to resolve your issue in a timely manner (2 business days from our initial response - excludes automated messages) a credit will be applied to your account (no refunds) in a prorated amount determined on a case by case basis. Failure to notify us of a technical issue will not result in a refund and will be handled as a cancellation.
Kapwing customers who delete their Workspace or Account are not eligible for a refund, as this deletes all user data to determine whether a subscription was used or not. Without this data, our support team cannot provide help with your subscription or past charges. If you delete your account, your subscription will be cancelled and you will not be eligible for a refund following the deletion.
If you believe that Kapwing has billed you incorrectly, you must contact Kapwing's support team through email no later than thirty (30) days after the closing date on the first billing statement in which the error or problem appeared to receive an adjustment or credit.
We may update our refund policy from time to time. Thus, you are advised to review this page periodically for any changes. We will notify you of any changes by posting the new refund policy on this page. These changes are effective immediately after they are posted on this page, and we will update the “Effective Date” shown at the beginning of this policy.
We’re a small startup and really appreciate your business! The Kapwing Pro payments allow us to operate and offer most of our tools for free. We’re constantly developing new tools and capabilities on the website which you will have access to as a Pro customer.
If for any reason, you’re unhappy with Kapwing, please let us know. Contact us over email or through our Discord server, give us a detailed account of what happened, and we’ll work with you to make sure you have the best experience possible.