Contents · 4 clauses
Koala charges no upfront fee, no retainer, and no charge for the initial review. Because there is no upfront charge, there is nothing to refund.
That is the whole policy. The clauses below only work out what it means in practice.
There is no charge to reverse
Koala is paid on contingency. We do not take a deposit, we do not bill for the review itself, and we do not sell a subscription, a report, or any other product you pay for before we have produced anything. There is no payment at the start of an engagement, so there is no payment to return.
If a review produces no approved correction, you owe us nothing. The Terms of Service set out how the fee works and are the binding version; the fee section on the homepage walks through the same model in plain language.
When a fee exists at all
A fee becomes payable only after a correction has been approved by the carrier or rating bureau and the resulting credit, refund, or reduced billing has been issued to you. It is calculated on the verified savings from findings we identified and filed. By the time an invoice exists, the savings it is calculated on have already reached you.
A credit or refund issued to you by your carrier or rating bureau is money from them, not from Koala. This policy does not govern it, and we cannot return, expedite, or guarantee it.
If you believe an invoice is wrong
If you believe a fee was calculated on savings Koala did not produce, tell us and we will review the calculation and correct it. Email koala.insurance.help@gmail.com with the invoice and the finding you are questioning. Invoices are due on the terms stated in your engagement agreement, and where that agreement conflicts with this page, the agreement controls.
Contact
Questions about this policy? Email koala.insurance.help@gmail.com.
End of document · August 8, 2026
Back to top