Refunds: who processes yours, and what happens if the original vendor already refunded you

You are about to send, or already sent, some version of this: "I'm asking for a refund. I signed up to save time and get more gigs booked, not to spend my mornings debugging a tool that's supposed to be handling that for me. Please let me know how you'd like to proceed." Or the reverse happened, out of nowhere: an email landed saying "Because of that transition, I've refunded your purchase in full", and now you have your money back but no idea what you still own. Both are real messages that came through this help desk. This article answers the question underneath them: who do I ask for a refund, and what does asking change about my license.

It depends on who took your money

Booked Solid changed hands. It was built and sold by Chris Michael's team, and it is now a Kivi Media product. Purchases as recent as 10 July 2026 still went through Chris Michael's team, so the charge never touched a Kivi Media account. That one fact decides everything below, because a refund can only be issued by whoever actually holds the payment.

Not sure which you are? Check the receipt and go by who took the payment, not by whether it was one-time or recurring. A receipt from Chris Michael's side puts you in the first row. A charge from Kivi Media puts you in the second, whether that is the $100 monthly subscription or a one-time purchase made here.

If you bought before Booked Solid became a Kivi Media product

Writing to Kivi Media support first is the natural move, and it is a dead end. Skip that step. It is not unwillingness: there is no transaction on this side to reverse. Your card was charged by the original vendor, the money went to their account, and only they can send it back. Routing the request through us adds about a week to your wait and does not move a dollar.

The person who can actually do it is Travis Block, Chris Michael's business manager, at travis@bookchrismichael.com. Write to him directly, from the email address you bought with. He has processed refunds from that period recently, so this is a route that works rather than a brush-off.

1. The guarantee on those purchases ran 30 days from the date of purchase. Someone who bought on 10 July had until roughly 9 August. If you are inside that window, write today rather than sitting on it. If you are outside it, be straight with yourself about that too: whether anything can still be done is entirely their call, and we have no lever on it.
2. Forward your Kivi Media support email to him if it helps. It shows him where you have been and what you were told.

One thing said plainly, because it is asked every time: Kivi Media support will not email Travis on your behalf and will not offer to pass your request along. A refund request has to come from you, in your own words, from the address that was charged.

Asking for a refund does not switch your license off

This worries people more than it should, and it stops some of them from asking at all. A Booked Solid license is not revoked because someone asked a question about money. It is revoked only when there is written confirmation that a refund was actually processed. So if you have asked and you are waiting on an answer, carry on using the app. Your work stays on your computer where you left it, and if you change your mind there is nothing to undo.

The bug you were fighting still gets worked, with no strings

A refund request often arrives attached to something that genuinely was not working: browser control fighting you for focus, a play that would not finish, an integration that kept dropping. That problem stays open and stays worked whatever you decide about the money. Nobody here will stall it hoping you change your mind, and nobody will hold it over you either. If you would rather not spend one more morning of your own time on it, say so and ignore the troubleshooting entirely.

If you do want it fixed while the refund question is in the air, send a support bundle. Turn on Support logging in Settings > General, reproduce the problem once, then click Generate Support Bundle and attach it to your ticket. The support bundle article in this help center has the full steps.

If the original vendor refunded you and you never asked

During the handover, some buyers were refunded in full without requesting it, and told that the only way to get Booked Solid now is directly through Kivi Media. If that email was addressed to you, here is where you stand.

• The refund is real. It goes back to the card you paid with, normally within a few business days. Check that card's statement, not anything on our side, because the credit comes from the original vendor.
• Your original purchase no longer exists here. There is no license record under your email address and no license code is going to arrive. Do not sit waiting for one: it is not delayed, it was never issued. That is the arithmetic of a full refund, not a mistake to report.
• You did nothing wrong and you are not out of pocket. You were not thrown out of anything either. You are welcome back whenever you decide you want to be.
• If you buy now, the current price list is one line. Otto, the full desktop app with the agentic booking system, is $100 a month flat, at https://booked.kivimedia.co/. No tiers to choose between, no upsells and no surprises after checkout. There is no one-time option on that page any more, and no amount of scrolling will produce one. The one place a one-time purchase still exists is the separate DJ and AV edition at https://booked.kivimedia.co/dj.

One clarification, because that last point alarms people it should not: a one-time license bought before the handover that was not refunded still works exactly as it always did. See "I bought before the Kivi Media move: do I still own it for life, and who is the $100/month for?". What changed is what is on sale today, not what already-activated owners hold.

Can I pay the old upgrade difference and be grandfathered in?

Several refunded buyers have asked a version of this, in good faith, and it deserves a real answer rather than a policy sentence. In one buyer's own words: "I purchased Pearl for $120 from a webpage that guaranteed me that I owned the software and it would be supported for the duration", and so "I would have preferred to be offered an upgrade to Otto under the old terms" - the old Otto price of $297 minus the $120 already paid, a $177 upgrade fee - and then to be "grandfathered in for support" the way earlier Otto owners were.

The grievance underneath that is not being argued with. A lot of people bought from a page that promised they owned the software and that it would be supported for the duration, with nothing on it about a handover or new terms, and that promise did not survive the change of hands. None of that was your doing.

The answer to the proposal is still no. Here is how Ziv put it to the person who asked: "I said in my first email that I would not offer discounts or side deals to make up for the refund, and that has to hold for you the same as it does for everyone else who was refunded. A quiet exception here and there would make my public pricing a lie."

So there is no bespoke upgrade fee, no discount to compensate for the refund, and no grandfathered support tier. If that settles it for you, that is genuinely fine, and you will not be chased about it.

What is offered instead, with no card and no commitment

• Live group coaching calls with Ziv, three times every week, on Tuesdays, Wednesdays and Thursdays. The Tuesday and Wednesday calls are at https://kivimedia.co/zoom, the Thursday one at https://kivimedia.co/ahod. Real setups built live, on camera, with real leads. Sit in and say nothing if you like: no card, no commitment, and free for your first three months. The current times are listed in "Start here: from download to your first booking task, step by step", spread across three times of day so one of the three lands inside your working hours.
• This help center, over 100 plain-language guides, at https://support.booked.kivimedia.co.
• Email support answered by a human, usually the same day.
• Product updates for at least the next 12 months.

If Kivi Media charged your card

Most Kivi Media purchases are the $100 monthly subscription, so the first question is usually whether you want money back on a charge already taken or simply want the charges to stop.

1. To stop future billing on a subscription, cancel it. Signing out of the app does not do this - see "Sign out vs canceling: what Sign out actually does (and does not)". After cancellation your license is paused rather than deleted and everything on your computer stays put, which is covered in "When a payment fails or you cancel: the license pause and renewal, start to finish".
2. For a refund on a charge already taken, reply in your existing ticket, or open one from this help center, using the address you bought with. Say what went wrong and what you would like. You will not get an automated yes or no on something that matters this much: a person reads the whole thread and looks at how the last few weeks have actually gone for you before answering. That answer can be no, and if it is, you will be told plainly rather than left on a slow maybe.

If a refund on a Kivi Media purchase is confirmed and processed, the matching license is revoked at that point and not before.

If this still is not sorted

Include three things when you write in: the email address you bought with, roughly when you bought, and whether it was a one-time purchase or a monthly subscription. Those three details let anyone find your purchase on the first pass, and they save a round of back and forth while you are already out of patience.

Still stuck? Submit a ticket from this help center and we'll take it from there.