Refund Policy
To purchase services on Keen, you must add funds to your Keen account balance. If you wish to continue a session uninterrupted after your balance is exhausted, you can opt into our Seamless Pay feature. For more information on Seamless Pay, please click here.
You are only charged for live sessions you initiate at an Advisor's advertised per-minute rate and Keen does not offer subscription services that require cancellation. Because the service is provided live and your Advisor is immediately paid following the session, Keen is unable to provide refunds for services rendered.
In the event you are dissatisfied with your session or experience a technical issue, you may request a Satisfaction Guarantee Credit.
Keen will refund unspent funds on your account up to the total available balance within a User account. Promotional credit provided by Keen is not eligible to be refunded to your payment method.
To begin the balance refund process, please contact our Customer Support department with your request. When contacting Customer Support via phone, account validation is required. You will have to verify your username or email address, and password.
Keen will also process requests for refunds received through the Support Form found in our Help section.
Upon acknowledgement of your request, unused funds will be debited from your Keen account and credited to the originating payment method within 5 to 7 business days. Keen will provide a confirmation number of receipt, if requested. If you have encountered an error in receiving a refund, please contact PayPal or your credit/debit card issuer for assistance. For certain financial institutions, it may take up to 30 days for a refund to reflect on your statement.
If you wish to close your account, you may do so within your account dashboard or by contacting Customer Support. No charges to your payment method can occur after your account has been closed.
Additional reasons for a refund
Please note that refunds are automatically issued upon (i) your requesting that your User account be closed, or (ii) if Keen makes a determination to close your User account.
Keen reserves the right in its sole discretion to terminate a transaction in order to fulfill credit card industry regulations, payment processor and banking procedures, or in an effort to accommodate legal requests.
If a breach of our User Agreement, customer error, technical issue, or potential fraudulent transaction has been brought to our attention, Keen may also choose to issue a refund.