Cancellation, Refund and Payment Dispute Policy
Effective October 8, 2026
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This policy forms part of KeepCarrier's Terms and Subscription and Trial Policy. It describes the current manual confirmed-payment workflow. It does not promise automatic card charging or an automatic transfer of refunds, and it does not waive mandatory rights under applicable law.
Cancellation and capacity changes
An authorized organization representative can cancel renewal in Billing. Already-paid access ends at its paid-through boundary without additional renewal grace. Cancelling an unapproved request prevents that request from activating service; it does not undo a previously confirmed payment. An approved downgrade takes effect at its accepted boundary only if occupied and reserved working seats fit.
Refund review
Send support your organization, request or receipt reference and reason. Never send card credentials or bank-login secrets. We review duplicate or incorrect payments, an agreed commercial adjustment, inability to provide contracted service and rights the applicable law requires. Cancellation, unused seats or poor outreach conversion alone do not create an automatic refund under this policy. Approved amounts, timing and payment route are confirmed in writing after verifying the payer and original funds.
Reversals and disputes
Report a billing error promptly so it can be reconciled. A verified external refund or reversal is recorded as an append-only adjustment against the original payment; the app does not itself move the money. Access may be held while payment entitlement is reconciled. No adjustment can erase original receipt/acceptance evidence or manufacture a new trial. Nothing prevents a lawful bank dispute, complaint or statutory remedy.