This Refund Policy (“Policy”) explains when you may be eligible for a refund (the “Money-Back Guarantee”) for KeepSolid products and services (“Services”). This Policy should be read together with our End User License Agreement (“EULA”). In case of any conflict, the EULA and any product-specific terms will prevail.
1. Money-Back Guarantee
Subject to the limitations in this Policy, you may request a refund within thirty (30) days after you initiate a subscription for a Service.
A. Non-recurring subscriptions (one-time purchases): eligible for a refund if requested within 30 days after the purchase.
B. Recurring subscriptions: eligible for a refund only within 30 days after the first payment for that recurring subscription. Renewal payments (subsequent recurring charges) are not eligible for a refund, except where required by applicable law.
2. How to request a refund
Refunds are processed through the payment method used for the purchase. Depending on the platform/provider, you may need to submit your request via that provider:
- Apple In-App Purchase refunds can be claimed at (https://expresslane.apple.com) or a successor website;
- Google Play Store In-App Purchase refunds can be claimed at (https://support.google.com/googleplay/contact/play_request_refund_apps) or a successor website;
- Amazon purchase refunds can be claimed at (http://www.amazon.com/gp/css/returns/homepage) or a successor website;
- Microsoft Store In-App Purchase refunds can be claimed at (https://account.microsoft.com) or a successor website;
- Other payment methods (e.g., PayPal/Stripe/Paymentwall, where applicable): contact KeepSolid support (see Section 8).
When contacting support, please include: account email, product/service name, purchase date, payment method, and transaction/order ID (if available).
3. Processing time and method
Refund processing time may vary depending on the payment processor/platform. Where we process refunds directly, refunds are typically processed within up to ten (10) days after cancellation/confirmation of eligibility. If the payment processor requires a different process or timeline, we do not control that process. In some cases, a refund may need to be issued via an alternative method permitted by the payment processor and applicable law.
4. Cancellations
Cancelling a subscription stops future billing (where applicable). Cancellation does not automatically guarantee a refund. Refund eligibility depends on the refund window and conditions in this Policy.
5. Pro-rata refunds due to changes to terms
If we modify our terms/EULA and you choose to terminate your use of the Services as permitted by the EULA, we may refund, on a pro-rata basis, any unearned prepaid fees, subject to the applicable terms and conditions (including no breach of the EULA) and except where prohibited by applicable law.
6. Non-refundable cases and limitations
Refunds may be refused where:
- the refund request is made outside the applicable refund window;
- the payment is a renewal/subsequent recurring payment (after the first payment);
- the purchase was made using Redemption Codes (see Section 7), except where required by applicable law; or
- any other limitation applies under the EULA or product-specific terms.
Nothing in this Policy limits any non-waivable consumer rights you may have under applicable law.
7. Redemption codes, gift cards and top-up cards
For the avoidance of doubt, the Money-Back Guarantee does not apply to renewal purchases or subscriptions purchased using redemption codes, gift cards, top-up cards, or any equivalent (together, “Redemption Codes”).
Redemption Codes:
(i) are non-transferable and may be redeemed only once;
(ii) have no cash value and are not redeemable for money or money equivalents;
(iii) are non-refundable, except where required by applicable law;
(iv) may be voided or suspended in cases of suspected fraud, chargebacks, or unauthorized transactions; and
(v) may be subject to purchase and redemption limits to comply with applicable laws and risk controls.
KeepSolid is not responsible for lost, stolen, or improperly disclosed Redemption Codes. Users are responsible for keeping Redemption Codes secure.
8. Contact
If your purchase was made via a method that requires contacting us (or if you are unsure which refund route applies), please contact:
Support: [email protected]
Please include: account email, product/service name, purchase date, payment method, and transaction/order ID (if available).