Terms of Service
Effective date: 2 July 2026
Welcome to Kiwi Refunds. These Terms of Service ("Terms") govern your use of our website and the complaint-handling and refund-support services we provide ("Services"). By using our Services, you agree to these Terms. If you do not agree, please do not use the Services.
1. Who we are
Kiwi Refunds is a customer-support service that helps travellers resolve flight and accommodation complaints and pursue eligible refunds. You can reach us at kiwi.comcaretm@outlook.com or +44 7727 186952.
2. Eligibility
You must be at least 18 years old and legally able to enter into a binding contract to use our Services.
3. Our services
- Reviewing complaint details you submit through our forms or WhatsApp.
- Guiding you through the appropriate refund or complaint process.
- Communicating with airlines, accommodation providers or their agents on your behalf where appropriate.
We do not guarantee any specific outcome, refund amount, or timeframe. Final decisions rest with the airline, accommodation provider, insurer or regulator involved.
4. Your responsibilities
- Provide accurate, complete and truthful information.
- Do not submit fraudulent, misleading or duplicate claims.
- Cooperate promptly with reasonable requests for additional information or documents.
5. Fees
Our standard complaint submission is free to use. Any optional paid services will be clearly disclosed before you commit to them. You are responsible for any charges from third parties (e.g. mobile carrier messaging fees).
6. Intellectual property
All content on this website — including text, graphics, logos, and the Kiwi Refunds name — is owned by Kiwi Refunds or its licensors and is protected by intellectual-property laws. You may not copy, modify, distribute or use any part of the site for commercial purposes without our prior written consent.
7. Acceptable use
You agree not to:
- Use the Services for any unlawful purpose or in a way that harms others.
- Attempt to disrupt, hack or overload our systems.
- Impersonate any person or misrepresent your affiliation with any entity.
8. Third-party services
We use third-party providers such as Web3Forms (form processing) and WhatsApp (messaging). Their own terms and privacy policies apply to your use of those services. We are not responsible for third-party content, availability or practices.
9. Disclaimer of warranties
The Services are provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied. We do not warrant that the Services will be uninterrupted, error-free or free of harmful components.
10. Limitation of liability
To the maximum extent permitted by law, Kiwi Refunds will not be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profits, revenue, data, or goodwill arising from your use of the Services. Nothing in these Terms limits liability that cannot be excluded under applicable law.
11. Indemnity
You agree to indemnify and hold Kiwi Refunds harmless from any claims, losses or expenses arising from your breach of these Terms or your misuse of the Services.
12. Termination
We may suspend or terminate your access to the Services at any time, without notice, if we reasonably believe you have breached these Terms or misused the Services.
13. Governing law
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory local consumer laws provide otherwise.
14. Changes to these Terms
We may update these Terms from time to time. The latest version will always be available on this page with the updated effective date. Continued use of the Services means you accept the updated Terms.
15. Contact
Questions about these Terms? Email kiwi.comcaretm@outlook.com or call +44 7727 186952.