Billing and payments
Downloading invoices, changing cards, renewal billing dates, and what happens to your account if a payment fails.
12 articles
How do I download my invoices?
Go to My Profile → Subscription → Payment method. This opens the secure payment portal, where you have all your receipts and invoices with their date and amount, ready to download as a PDF. They are…
My payment failed, what happens to my account?
Nothing happens immediately: your account keeps working while the payment is retried. The payment gateway automatically retries several times over the following days. Usually, it's just an expired…
How do I update my payment card?
In My Profile → Subscription → Payment method. This opens the secure payment portal, where you can add a new card, change the default one, or remove an old one. The change is applied instantly and…
When will I be charged for renewal?
On the same date you signed up, depending on your billing cycle: every month if you have a monthly plan, or every year if you have an annual plan. You can see your exact renewal date in My Profile →…
Do you notify me before renewing the annual plan?
Yes, always. We send you an email 15 days before the renewal of the annual plan, and 7 days before on the monthly plan, indicating the exact amount and the date the charge will be made. This way…
Is it safe to pay on Kluppy? Who processes the payment?
Yes. Payments are processed by Stripe, one of the most widely used payment gateways in the world, certified to the highest level of the card industry security standard. Kluppy never sees or stores…
Can I pay by bank transfer as an individual?
Not for family plans: you pay by card or SEPA direct debit, both available from the checkout screen. Direct debit is the closest thing to a transfer, and it manages itself once you authorize it.
Do you apply VAT? What if I live in the Canary Islands, Ceuta, or Melilla?
The prices you see published are final, with taxes included: what appears on the website is what you are charged. The corresponding tax is automatically calculated based on the billing address you…
Can I address the invoice to a company?
Yes. If you enter a tax ID (NIF/VAT) when signing up, the invoice is automatically issued as a full invoice with those tax details. If you have already paid without entering it, write to us at…
Do you offer refunds? What is the refund policy?
Yes. You have 14 days from the date of purchase to cancel and get a full refund, no questions asked. This is your right of withdrawal as a consumer, and you can exercise it yourself directly from the…
I see a charge from Kluppy that I don't recognize, what should I do?
Write to us at info@kluppy.com with the date, the amount, and, if possible, the description exactly as it appears on your bank statement. We will review it and tell you exactly what it is. If it…
Why was I charged if I canceled?
The most common reason is a matter of timing: cancellation takes effect at the end of the period you have already paid for, not instantly. If the charge occurred before you canceled, that renewal was…
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