Backflow Test Report Payment, Receipts & Refunds

As a service provider using Klir, you may need to access payment receipts, request a refund, or understand how payments work when submitting Backflow test results. This article covers everything you need to know about the payment process, including what to do if something goes wrong.

Payment Flow

When you submit a test report and payment is required, the process works as follows:

1. Submit your test report in the Klir Connect portal.

2. Make the required payment at the end of the test submission workflow.

3. Complete payment by clicking Pay Now, selecting the test report(s) you wish to pay for, and completing the Stripe checkout.

4. After payment, the report status updates to Paid / Submitted and is sent to your utility for review.

Viewing & Accessing Receipts

Once your payment is processed, a receipt PDF is generated automatically and available in the Klir portal:

1. Log in to the Klir Connect portal.

2. Navigate to the My Tests tab.

3. Locate the relevant test submission and click the icon in the Receipt column to open your receipt.

4. To download a PDF copy, click Download Receipt.

The receipt contains:

• An itemised list of tests paid
• Total amount and date of transaction
• Utility or Klir branding depending on your program configuration

Note: Your receipt is accessed within the Klir portal. Check My Tests first before contacting support.

Receipt Not Received?

If you cannot locate your receipt, follow these steps in order:

1. Check My Tests in the Klir portal and look for a link in the Receipt column.

2. Try Stripe's self-serve charge lookup tool: support.stripe.com/charge-lookup

3. If you still cannot locate your receipt, contact Klir support with the date of the transaction and the total amount paid. Our team will look up the transaction and resend confirmation.

Requesting a Refund

Refunds are assessed on a case-by-case basis. To request a refund, you will need the following:

• The date the payment was processed
• Your name and email address associated with the payment
• The Test ID (located in My Tests)
• The reason for your refund request

Submit your refund request by emailing support@klir.com with the above details. Our support team will review your request and respond within 2-3 business days.

Once approved, refunds typically appear in your account within 5 to 10 business days depending on your bank or card issuer. Refunds are returned to the original payment method only and cannot be redirected to a different card or account.

⚠️ A processing fee of 15% is deducted from all refunded amounts to cover Stripe's non-refundable transaction fee.

Refund Eligibility

Refunds are available within 60 days of the date of payment.
The following circumstances may qualify:

• Duplicate submission - the same test submitted and paid for more than once due to a system error or accidental double submission
• System error - payment was processed but the test submission record was not created due to a platform fault
• Utility-initiated cancellation - the test was cancelled by the utility after payment for a reason outside your control

The following circumstances do not qualify for a refund:

• Test rejected by the utility due to incomplete, inaccurate, or non-compliant submission data
• Test failed - the submission fee covers the act of submission and review, not the test outcome
• Tester error - incorrect device, address, or data entered at the time of submission
• Change of mind after submitting
• Failure to follow proper submission procedures or platform protocols

⚠️ Service providers are responsible for ensuring the accuracy of all data and for following proper submission procedures. Klir reserves the right to deny refund requests resulting from failure to follow proper procedures or exercise due diligence.

FAQ

Q: Why did I not receive a payment receipt?

A: Receipts are available in the Klir portal under My Tests. Check the Receipt column for a download link. If it is not there, try the Stripe charge lookup tool or contact Klir support with your transaction date and amount paid.

Q: How long does a refund take?

A: Once approved, refunds typically take 5 to 10 business days to appear in your account depending on your bank or card issuer.

Q: Can I get a refund if my test failed?

A: No. The submission fee covers the act of submission and review, not the test outcome. A failed device must be repaired and retested — the fee is captured on the passing submission.

Q: I submitted a test to the wrong utility — can I get a refund?

A: Incorrect jurisdiction submissions may be eligible for a refund within 60 days, provided you can supply adequate supporting documentation. Contact Klir support at support@klir.com with details of the error.

Q: Who do I contact for payment issues?

A: Contact your utility support desk first for review, and it will then be routed to Klir. Do not contact Stripe — Stripe is a backend payment processor and cannot assist individual testers with payment queries.