Refund and Cancellation Policy
This Refund and Cancellation Policy explains the rules for cancelling orders, receiving refunds and terminating services provided through KITI Media.
This policy applies to services provided by the company, including website development, online stores, Telegram bots, hosting, domains, advertising, technical support, website maintenance, payment system integrations and other digital services.
1. General provisions
KITI Media operates in accordance with the laws of the State of Israel, including the Consumer Protection Law, 1981, and applicable regulations concerning transaction cancellation and distance sales.
A user may request cancellation or refund in accordance with the law, the terms of the specific service and the stage of work already performed.
2. Cancellation before work begins
If an order has been paid for but work has not yet started, the client may request cancellation.
In such a case, a refund may be issued subject to a cancellation fee where permitted by law, and subject to deduction of actual expenses already incurred by the company in preparation for the service.
3. Cancellation after work has started
If work has already started, including project analysis, preparation of technical specifications, design, development, server setup, domain registration, service integration, advertising setup or other actions, the refund may be partial or unavailable.
The refund amount is determined based on the amount of work already completed, time spent by specialists, expenses for third-party services, costs of domains, hosting, licenses, advertising accounts, payment systems and other external services, and the customized nature of the ordered service.
4. Customized digital services
Many KITI Media services are customized and created specifically for a particular client. These include websites, online stores, Telegram bots, design, advertising setup, integrations, technical improvements and other work performed according to the client’s requirements.
After work on a customized service has begun, or after the result has been delivered to the client, refunds may be limited or unavailable unless otherwise required by law.
5. Domains, hosting and third-party services
Payments for domains, SSL certificates, hosting, licenses, third-party plugins, payment systems, advertising budgets and other external services may be non-refundable if such services have already been ordered, activated, paid to a third party or used.
Refund terms for such services may depend on the rules of the relevant provider.
6. Advertising services
Payments for advertising setup, consulting, SEO, promotion, advertising management, Telegram advertising and other marketing services may be refunded only for the part of the service that has not yet been performed.
Advertising budget already spent in Google, Meta, Telegram or other advertising systems cannot be refunded by KITI Media if it has already been used by the advertising platform.
7. Distance transaction cancellation period
If an order was placed remotely through the website, phone, email, WhatsApp, Telegram or another online channel, the client may have the right to cancel the transaction within the period set by Israeli law.
Generally, a consumer may cancel a distance transaction within 14 days from the transaction date or from the date of receiving the transaction details document, whichever is later, subject to the requirements of the law.
For consumers who are persons with disabilities, senior citizens or new immigrants, the cancellation period may be extended up to 4 months in cases provided by law.
8. Cancellation fee
Where the law allows a cancellation fee, KITI Media may deduct a cancellation fee in the amount permitted by law, usually up to 5% of the transaction amount or 100 NIS, whichever is lower.
No cancellation fee will be charged where the cancellation results from a breach by the company, a material mismatch between the service and its description, or another reason where the law prohibits charging such a fee.
9. How to request cancellation or refund
A cancellation or refund request must be submitted in writing.
Company: KITI Media
Email: info@kitimedia.com
Phone: +972-722502066
Address: 88 HaRishonim St., P.O. Box 7, Ramat HaSharon, Israel
The request should preferably include client name, email and phone number, order number if available, payment date, payment amount, selected service, reason for cancellation and refund details if required.
10. Refund period
If the refund is approved, it will be made within a reasonable time and in accordance with legal requirements. Refunds are usually made using the same payment method used for the original payment, unless otherwise agreed or technically impossible.
11. Partial refund
If part of the service has already been performed, KITI Media may issue a partial refund after deducting the value of completed work, external service expenses, payment system fees and other actual costs related to the order.
12. Mistaken payment
If a client made a payment by mistake, the client should contact us as soon as possible. If the service has not yet started and funds have not been transferred to third parties, the refund request will be reviewed promptly.
13. Policy changes
KITI Media may update this Refund and Cancellation Policy. The current version is published on this page.