Refund policy

Fourteen days, no reason needed

You may cancel any payment within fourteen days of it being taken. That counts from the day of the payment, not the day you signed up — so a renewal you did not want starts its own fourteen days.

We do not ask why, we do not require you to have stopped using the product, and there is no form with a mandatory explanation.

The refund is the full amount you paid, including any tax collected on it.

How to ask

Any of these reaches us, and none of them is better than the others:

• By email to support@keelvy.com, from the address on the account.
• In your workspace, on the billing screen at keelvy.app/settings/billing, beside the payment in question.
• Where Paddle is the seller, through Paddle’s buyer support — they can process a refund without involving us.

How the payment was taken, and what that changes

In most countries Paddle takes the payment as the seller: it issues the invoice, handles the tax and makes the refund. You can ask us or ask them directly, and either route works.

In Ukraine we take the payment ourselves. There the request comes to us, and the refund returns the same way with Ukrainian accounting documents.

Which of the two applies to you is stated on the payment page before you pay, and in the terms of service that applied to your purchase.

What comes back, and how

The refund is returned in the currency you paid in, to the payment method you used. We do not convert it and we do not pay it out another way.

If the card you used has since expired or been closed, your bank will usually still route the refund to its replacement. If it cannot, it will contact you — that part is between you and your bank.

How long it takes

We review refund requests within two working days.

After that the money moves at your bank’s pace — usually three to five working days back to a card, sometimes up to ten for an international transfer. That part is not something either we or Paddle can hurry.

You keep access until the end of the period you had paid for, unless you ask us to close the workspace sooner.

Annual plans

An annual payment has the same fourteen days as a monthly one.

After those fourteen days an annual plan is not refunded pro rata — you keep the full year you paid for, and it simply does not renew once you cancel. The discount on annual billing is what you are given in exchange for committing to the year.

Capacity blocks and extras

A capacity block bought mid-month is refundable on the same terms as any other payment within its own fourteen days.

If you remove a block, the change takes effect at your next renewal and your bill drops then. We do not issue part-month credits, because doing so honestly would require metering you by the hour, which we would rather not do.

Canceling is separate from refunding

You can cancel a subscription at any time, and there is no retention conversation. It then runs to the end of the period you have paid for and stops.

Canceling does not automatically refund the period you are in. If you want the last payment back as well, and it was within fourteen days, ask for the refund too.

Before you go, your working data can be exported section by section — products, media, customers, orders, documents — and you can ask us for a complete archive of the workspace. Nothing is withheld to make leaving harder.

Your data afterwards

A closed workspace is retained for a limited period so it can be restored if you change your mind, and is then deleted along with its files. The periods and your rights over that data are set out in our privacy policy.

The narrow exceptions

Two cases sit outside the fourteen days, and both are about abuse rather than about you changing your mind:

• Repeated buy-and-refund cycles on the same account or payment card.
• Accounts suspended for breach of our terms — for example using the workspace to distribute someone else’s data.

If you think we got it wrong

Write to support@keelvy.com and a person will read it, not a queue script.

Where Paddle was the seller and you would rather not go through us at all, Paddle handles refund requests independently through its own buyer support. You are not required to persuade us first.

If you are a consumer in the EU or the UK, your statutory rights to withdraw from a distance purchase apply on top of this policy and nothing here reduces them.