Klaviyo

Refund Rules

Klaviyo operates on a prepaid monthly subscription model with no pro-rated refunds for mid-cycle downgrades or cancellations. However, they do offer refunds for billing errors or technical issues that prevent service usage. Unused SMS credits roll over month-to-month but are forfeited upon plan cancellation. No refunds are provided for unused email sends as the email plan includes unlimited sending within the active profile tier.

Credit Policies

Klaviyo provides service credits for documented downtime or service outages that prevent normal platform usage. Credits are typically applied automatically to the next billing cycle. They may also provide credits for billing discrepancies or if profiles are incorrectly counted due to system errors. SMS credits roll over monthly but expire upon plan downgrade or cancellation.

Contractual Terms

Monthly plans auto-renew without notice requirements and can be cancelled anytime with immediate effect at month-end. Annual plans typically require 30-day cancellation notice. Price increases are communicated 30 days in advance. Enterprise contracts may have custom terms including longer commitment periods, specific cancellation clauses, and negotiated pricing protection. The recent Feb 2025 billing change (counting all subscribed profiles vs contacted profiles) was implemented with 60-day notice.

Integration Complexity

Technical Notes

Klaviyo offers excellent API documentation with OAuth2 PKCE support (required). Key technical considerations: 1) All token requests must use a.klaviyo.com domain as of March 2025, 2) Fixed-window rate limiting with tiered quotas (XS to XL), 3) JSON:API format with comprehensive filtering/sorting, 4) Required revision header (2024-10-15), 5) OAuth access tokens expire in 1 hour with 90-day refresh token lifecycle, 6) Separate rate limit quotas per OAuth app instance. API is well-structured for cost optimization use cases with detailed profile, segment, and metrics endpoints.