Refund Policy

Keen has adopted a policy of honoring refund requests up to the total available balance within a User account.

To begin this 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.

Additional reasons for a refund

Please note that refunds are automatically issued upon (i) you 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.

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