Refund & Return Policy

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1. General Refund Policy

At Keymaa, we strive to provide the best service possible. However, we understand that circumstances may require a refund. This policy outlines the conditions under which refunds may be granted.

2. Subscription Refunds

2.1 Monthly Subscriptions

• First Month: If you are not satisfied with our service within the first 7 days of your initial subscription, you may request a full refund.
• Subsequent Months: Monthly subscriptions are non-refundable after the 7-day grace period.
• Partial Refunds: We do not provide pro-rated refunds for unused portions of a subscription period.

2.2 Annual Subscriptions

• First 30 Days: Annual subscriptions may be refunded within 30 days of purchase if you are not satisfied with the service.
• After 30 Days: No refunds will be issued for annual subscriptions after the 30-day period.
• Cancellation: You may cancel your annual subscription at any time, but no refund will be provided for the remaining period.

3. Eligible Refund Scenarios

Refunds may be granted in the following situations:

• Service Unavailability: If our service is unavailable for more than 48 consecutive hours due to technical issues on our end
• Billing Errors: If you were charged incorrectly or multiple times for the same service
• Account Issues: If technical problems prevent you from accessing your account despite our support efforts
• Service Not as Described: If the core features advertised are not functional within the grace period
• Duplicate Charges: If you were charged more than once for the same subscription period

4. Non-Refundable Situations

Refunds will NOT be granted in the following cases:

• Change of mind after the grace period has expired
• Failure to use the service during the subscription period
• Violation of our Terms and Conditions leading to account termination
• User error or misunderstanding of service features
• Third-party service interruptions (e.g., your internet service provider)
• Lack of technical knowledge to use the platform
• Business closure or change in business model
• Dissatisfaction with optional add-on services

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact our support team via email at hello@keymaa.com
2. Provide your account details and order/transaction number
3. Clearly explain the reason for your refund request
4. Provide any supporting documentation if applicable

5.2 Processing Time

• Review Period: Refund requests will be reviewed within 3-5 business days
• Approval Notification: You will be notified via email once your request is approved or denied
• Refund Processing: Approved refunds will be processed within 7-10 business days
• Credit Arrival: Depending on your payment method, it may take an additional 5-10 business days for the credit to appear in your account

6. Return Policy for Physical Items

Keymaa primarily provides digital services. However, if you have purchased physical items such as QR code stands, tablets, or other hardware:

• Unopened Items: May be returned within 14 days of delivery for a full refund
• Opened Items: May be returned within 7 days if defective or damaged upon arrival
• Return Shipping: Customer is responsible for return shipping costs unless the item is defective
• Condition: Items must be returned in original packaging and condition

7. Chargeback Policy

If you file a chargeback with your bank or credit card company instead of contacting us directly:

• Your account will be immediately suspended pending investigation
• We reserve the right to terminate your account
• You may be liable for chargeback fees and legal costs
• Please contact us first to resolve any billing disputes

8. Partial Refunds

In certain situations, partial refunds may be granted:

• Service downtime exceeding our service level agreement
• Features removed during your subscription period
• Plan downgrade initiated by Keymaa due to technical limitations

9. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card: Refunded to the original card
• Bank Transfer: Refunded to the original bank account
• Digital Wallet: Refunded to the original wallet

10. Exceptions and Special Cases

We reserve the right to make exceptions to this policy on a case-by-case basis, particularly in situations involving:

• Extended service outages
• Critical bugs affecting core functionality
• Extraordinary circumstances beyond customer control
• Long-term customers facing financial hardship

11. Modifications to This Policy

We reserve the right to modify this Refund & Return Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of the service after changes are posted constitutes acceptance of the modified policy.

12. Contact Us

If you have questions about our Refund & Return Policy or need to request a refund, please contact us:

• Email: hello@keymaa.com
• Phone: +960 7795363
• Address: Male', Maldives
• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM MVT