Refund and Cancellation Terms

Keyway Refund and Cancellation Terms

Effective date: [[EFFECTIVE DATE]] These terms form part of the Keyway Terms of Service and use the same definitions.

1. The short version

• Try it first. A 14-day trial runs the real product, not a reduced version.
• Cancel any time. Cancellation stops the next renewal. It does not switch the software off that afternoon.
• Removing a tool mid-month gives you a credit on your next invoice, not a cash refund.
• Refund window: [[REFUND WINDOW: N DAYS]] from your first paid charge, in full.
• Your data is never held hostage. Export is free, immediate, unlimited, and survives cancellation, non-payment and termination.

2. Trials

• 14 days, with full functionality.
• No charge, and no card is required to start.
• Metered work during a trial is capped at a share of the paid allowance.
• At the end of a trial with no payment method, everything becomes read-only. Nothing is deleted. If you subscribe later, everything is where you left it.

3. Cancelling

3.1 How

Cancel in the store or the portal, or write to [[SUPPORT EMAIL]]. Cancellation takes effect at the end of the current billing period. There is no cancellation fee and no notice period.

3.2 What happens to a subscription

• Your subscription is not renewed.
• You keep access for the rest of the period you have paid for.
• We do not refund the remainder of the current month unless section 5 applies.

3.3 What happens to a running licence, which is the part that surprises people

The desktop software holds a licence that is valid for a period of time, and cancelling does not reach into your machine and switch it off. In order:

Two consequences worth stating plainly:

1. A capture already recording when the licence lapses is allowed to finish and is saved. The product does not discard captured work to enforce a licence.
2. Read-only is not a trial of your own data. Nothing is hidden, truncated, watermarked or put behind an upgrade prompt. What you captured stays exactly as it was, searchable and exportable, subject only to your own retention settings.

3.4 Removing one tool rather than cancelling

You can remove an individual tool at any time.

• The removal is prorated and produces a credit against your next invoice, not a cash refund.
• Any volume discount is recalculated in the same operation.
• That tool becomes read-only. Everything it captured or produced stays.
• Buying it again restores it exactly as it was, with no reconfiguration and no re-consent. Its allowance restarts at the current period's rate rather than back-filling the gap.

4. Getting your data out

This is a term, not a courtesy.

• A full export at any time: your database and your documents, as a signed archive.
• No export fee, no notice period, and no lock-in clause.
• Export is not removable. The right to bulk export is granted when your organisation is created and is not withdrawn by cancellation, non-payment, trial expiry or termination. A read route stays open when a write route is refused.
• In Solo and Office, the data is already yours and on your own equipment. There is nothing for us to release, because we never held it.
• In Hosted, your tenant is kept for 30 days after termination so you can export, and is then purged on request with a deletion record per object carrying its content hash.

"We keep your data available for export for 30 days" therefore means something different in each mode, and it is worth being exact:

5. Refunds

5.1 The window

If you are unhappy, tell us within [[REFUND WINDOW: N DAYS]] of your first paid charge and we will refund that charge in full.

5.2 Outside the window

• Monthly fees already charged are not refunded.
• Mid-period removals produce a proration credit, per section 3.4.
• Metered usage already incurred is not refunded.
• Setup and onboarding fees are refundable only before the work begins. Once it has started they are not.

5.3 Where we will refund anyway

• We charged you for something you did not buy.
• A billing calculation was wrong in our favour. A period that has already been sealed is corrected with a credit note rather than by editing history.
• The law where you are entitles you to a refund. Nothing here reduces a right you have by law.

5.4 How refunds are paid

To the original payment method, through Stripe, usually within 5 to 10 business days of approval. Card processing fees are not refundable to us and do not reduce what you receive.

6. Non-payment

Non-payment is not the same as cancellation, and the product treats it that way.

We may suspend the store, the portal and the Hosted service for non-payment after written notice. We do not delete data for non-payment in any mode.

7. If we terminate

If we terminate for material breach:

• your right to capture new records ends;
• your existing install runs down through its licence period and grace period and then becomes read-only;
• your data is not deleted by us, and in Solo and Office we could not delete it if we wanted to;
• in Hosted, section 4 applies.

We will refund the unused portion of any prepaid period, except where the termination is for a breach of the acceptable use section of the Terms of Service.

8. Chargebacks

Please contact us at [[SUPPORT EMAIL]] before raising a chargeback. We would rather refund you than argue with a bank. A chargeback raised without contacting us may result in the account being suspended until it is resolved.

9. Contact

[[SUPPORT EMAIL]] Seibs Management Co LLC, [[REGISTERED ADDRESS]]