Refund Policy
Version: 2026-09-28
1. Scope and responsible party
This policy covers business engagements for KeyScale agency services. The accepted order identifies the service provider, payment recipient and applicable payment-platform arrangement. There is no self-serve checkout.
Mandatory law and applicable transfer instruments prevail. Data-protection terms govern data-protection conflicts. For commercial matters, an expressly agreed order takes precedence over the Terms of Service, then this policy. A platform's agreement controls its own transaction; we cannot change that agreement or promise that a platform will issue a refund contrary to it.
2. Project cancellation
Unless the order expressly provides otherwise, on cancellation the charge is for work actually completed at the agreed milestone or rate, plus unavoidable third-party costs only if disclosed and approved in advance. We provide an itemised calculation and the unused remainder of the advance is refundable through the applicable payment arrangement. We do not treat all advance payments as automatically non-refundable.
Accepted, conforming work is not refundable merely because the customer changes its plans. Material non-conformity should be reported with details so we can correct it. This does not remove remedies required by law or the order for non-delivery or an uncured material breach.
3. Recurring services
Billing periods and cancellation notice are set out in the order. Unless another notice period is agreed, cancel before renewal to prevent the next period. A voluntary mid-period cancellation normally does not produce a pro-rata refund; access continues through the paid period subject to lawful suspension, security restrictions and the applicable platform arrangement.
Unused prepaid recurring fees are refundable where the customer terminates for our uncured material breach or an unresolved sub-processor objection under the DPA, or where we permanently discontinue the paid service without a customer breach. The order or mandatory law may provide further rights. Approved usage charges already incurred remain payable.
4. Requests and billing errors
Contact hello@keyscale.co with the order or invoice reference and explanation. We investigate duplicate charges, calculation errors and charges after a valid cancellation. Where a platform is the seller or controls the payment, we help route the request to it and provide information within our control. The order should state that platform's request procedure, fees, currency treatment and processing times.
Cancellation does not erase outstanding charges for completed work or approved commitments. Refunds do not determine ownership of customer domains. Personal-data return, deletion and retained copies follow the Data Processing Terms, independently of a billing dispute.
5. Service credits and goodwill
Unavailability of the hosted workspace is compensated only by service credits where the order provides for them, under the Service Level & Support Policy, not by a cash refund, unless the order or mandatory law provides otherwise. A defect is first corrected or the work re-performed as described in the Terms of Service; a refund for the non-conforming part applies only where that correction fails.
We may, at our discretion, offer a credit, discount or extension as a goodwill gesture after an incident. A goodwill gesture is voluntary, does not create an obligation to offer it again and is not an admission of fault or liability.
Contact
Email: hello@keyscale.co
Brand: KeyScale
