Refund & Cancellation
Policy

01

Scope of this policy

Keel is a technology platform operated by Wildcard Design. Keel charges no fee on advance payments or any other funds that pass between a Designer and their Client. The only amount Keel bills is the subscription fee for a paid Keel plan. This policy governs refunds of that subscription fee.

02

Advance payments

Advance payments are collected by the Designer, not by Keel. Depending on the path the Designer chooses, the advance is paid either directly to the Designer using their own payment details, or through Razorpay, a licensed third-party payment aggregator. Keel does not hold, collect, or process these funds at any point, and therefore does not issue refunds of advance payments.

If a Client is to be refunded an advance, that is arranged between the Designer and the Client, and processed through whichever method collected it — for a Razorpay-collected advance, through Razorpay under its own terms. Chargebacks raised by a Client with their card issuer are likewise handled by Razorpay and the relevant payment network, not by Keel.

03

Subscription refunds

A paid Keel plan is billed in advance for each subscription period (monthly or annual). You can cancel at any time from your account; cancellation stops future renewals and your plan stays active until the end of the period already paid for.

Cooling-off on your first payment

If you request a refund within 7 days of your first subscription payment, Keel will refund that payment in full, provided the paid features have not been used to send a proposal or collect an advance in that period.

Billing errors

Where you were charged in error — for example a duplicate charge, a charge after a confirmed cancellation, or a charge at the wrong amount — Keel will refund the incorrect amount in full.

04

What is not refundable

The following do not qualify for a subscription refund:

• A change of mind after the 7-day cooling-off window has passed.
• The unused remainder of a subscription period after you cancel — access continues to the end of the period, but the period itself is not refunded.
• Dissatisfaction with the quality, style, or content of AI-generated proposal output.
• Outcomes that depend on Client behaviour — a Client not opening, not accepting, or not paying a proposal.
• Advance payments, or any Client request for a refund of an advance — see Advance payments.
• Chargebacks raised by a Client with their card issuer or bank.
• Downtime or failure of a third-party payment provider (such as Razorpay) that is outside Keel's control.
• Force majeure events as defined in the Terms of Service.

05

How to claim a refund

To claim a subscription refund, contact Keel at nitinjerath.work@gmail.com with:

• The email address on your Keel account.
• The date and amount of the charge you are claiming.
• The reason for the claim (cooling-off, or the billing error concerned).

Cooling-off claims must be submitted within 7 days of the first payment; billing-error claims within 30 days of the charge.

Keel will acknowledge the claim within 48 hours and communicate its decision within 7 business days. Where a refund is due, it will be processed within 7 business days of that confirmation, to the original payment method.

06

Processing timelines — summary

07

Contact & grievance

For all refund claims, platform error reports, or policy-related queries, contact Keel's Grievance Officer directly. We will acknowledge within 48 hours and aim to resolve within 30 days.