Legal
Refund policy
This page says how refunds work for KeyUp paid plans. It goes with section 8 of our Terms of Service. To ask for a refund, email [email protected] from the email on your KeyUp account, with your username and what you bought.
Web purchases (Stripe)
- Within 7 days of the first payment of a plan: if you’re not happy, ask and we refund that payment in full. We don’t ask you to explain. Because you get your money back, the plan ends right away (see “What a refund does to your plan” below).
- After those 7 days: you can cancel at any time. Nothing is refunded, not even part of a month or a year, and you keep your plan until the end of the period you paid for.
- The refund goes back to the card or account you paid with. Your bank can take a few days to show it.
Google Play purchases (Android app)
- Google Play takes the payment, so Google’s refund rules apply. Google lets you ask for a refund yourself in the Google Play app within 48 hours of a purchase, and Google decides those. You can ask in the Google Play app under your orders, or on Google’s help pages.
- After 48 hours, write to us within 7 days of your first payment and we refund it through Google Play.
- Canceling in Google Play stops the next renewal. It does not refund the current period. Your plan continues to the end of the period you paid for.
Business and Radio Bridge
The same 7 days apply to the first payment of Business, monthly or yearly. Business is bought and paid on the web. Radio Bridge is bought and paid on the web too, and the same 7 days apply to its first payment. Its free 30-day start costs nothing, so there is nothing to refund for it. Changing plans: An upgrade starts right away, and the difference for the rest of the current period is charged then. A downgrade starts at your next renewal, nothing is refunded, and you can undo it before that date. A plan from Google Play is changed in Google Play; to move to a web plan, cancel it in Google Play first. When you change the number of people on Business, the change is prorated on your invoice, so a smaller team costs less from that point on.
Renewals
Monthly and yearly plans renew automatically at the same price until you cancel. If a plan renewed and you did not mean to keep it, write to us within 7 days of the renewal charge and we refund that renewal. After you cancel, your plan continues to the end of the period you paid for, and nothing more is charged.
If you delete your account
If you delete your account, a web subscription is canceled at once and the rest of the period you paid for is not refunded. We also ask Google Play to cancel a Google Play subscription, but please check in Google Play that it stopped.
What a refund does to your plan
- A web refund ends the plan at once, because you get the payment back. (Canceling without a refund is different: you keep the plan to the end of the period you paid for.) Your Space goes back to Free. Nothing is deleted: the people over the Free limit are paused until you upgrade or make room, and features beyond Free switch off.
- A dispute or chargeback on a web payment ends the plan at once too. If you ask your bank or card company to reverse a payment, the plan ends while the dispute is open. Please write to us first. We would rather fix it with you.
- Google Play purchases: refunds go through Google Play, as described above.
If a payment fails
A failed payment is not a refund. Your plan stays for 7 days while Google Play or Stripe tries again, and we show you what to fix. If the payment still hasn’t worked after that, the plan pauses and your Space works as Free until it is paid: the people over the Free limit are paused, and nothing is deleted. When the payment works, your plan comes back. See How billing works.
Your legal rights
Nothing here limits the rights you have under the law where you live. That includes the New Zealand Consumer Guarantees Act, the Australian Consumer Law and Canadian provincial consumer protection laws, which can’t be switched off by a policy like this one. If a plan doesn’t work as we described it, tell us and we will put it right or refund you.
Questions
Email [email protected]. To cancel, see Cancel or change your plan.