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When you get a refund
- No server is delivered. If setting up the server fails and no server is delivered, you are refunded in full. The Keynate FAQ says this refund is automatic.
- Charged twice, or charged for a renewal after you cancelled before its renewal date. Write to Keynate within 7 days.
- A template you have not used. You can ask for a refund within 7 days of purchase. Once the template is applied to a live site, it is not refundable.
When you do not
- A billing period that has already started is not refunded, and unused days are not pro-rated.
- Cancelling does not refund anything automatically.
- Once a server has been set up for you, its cost is not refundable. If no server is delivered, you are refunded in full.
- One-time setup fees are not refundable once the setup has been done.
Where the money goes
- A refund is for what you actually paid, after any coupon, sale or invite discount. A credit note is issued for the refunded value.
- The part paid by card, UPI or net banking goes back to the original payment method. Where Keynate offers it, you can instead choose to keep a full refund as Keynate Wallet credit. That is always your choice. Refund credit never expires.
- The part paid from your Keynate Wallet goes back to your wallet, into the same kind of credit it came from. Reward credit keeps its original expiry date. If that date has already passed, it gets 14 more days.
- If a refund is Keynate's fault (no server delivered, charged twice, service ended), the coupon you used can be used again. If you cancel by choice, the coupon counts as used.
- A discount that applies to several renewals ends when the order it came with is refunded.
How long it takes
Approved refunds go back through the payment partner. They usually reach you in 5 to 7 business days. Your bank may take longer to show it. Any part paid from your wallet is back in your wallet at once.
How to ask
Raise a ticket or write to the support address on the Contact us page. Send your account email, the payment reference and what happened. Keynate replies within 24 to 48 hours. How do I get help?
Questions
Frequently asked questions
Can I get my money back after my site is live?
Not for a period that has started. Read the policy for the cases that are refunded.
Is wallet credit paid out as cash?
No. If you close your account with refund credit left, ask Keynate to refund that amount to your original payment method.