Refund & Cancellation Policy

Last updated: March 2026

1. Introduction

This Refund and Cancellation Policy explains how billing works for Keel, how to cancel your subscription, and what refunds are available.

For questions, contact sam@onkeel.co.nz

2. Subscription Plans

2.1 Trial Period

• Duration: 30 days free trial
• Credit card required: None — no credit card needed to start your trial
• Access: Full access to all Keel features during trial
• Automatic conversion: At the end of the 30-day trial, you will be prompted to choose a paid plan
• No auto-charge: We will not charge your card without your explicit consent

2.2 Paid Plans

After your trial expires, you may subscribe to:

Monthly Plan

• Cost: Starting at $15/month
• Renewal: Automatically renews on the same calendar day each month
• Cancellation: Can be cancelled anytime; effective at the end of the current billing period
• Payment method: Charged via Stripe to your saved payment method

Annual Plan

• Cost: Annual pricing available
• Renewal: Automatically renews 12 months from the start date
• Cancellation: Can be cancelled anytime; effective at the end of the current billing period
• Payment method: Charged via Stripe to your saved payment method
• Savings: Annual plans typically offer a discount compared to monthly billing

2.3 Add-ons and Extras

Additional features or add-ons may be available at additional cost. These are billed separately and follow the same refund and cancellation policies as your base plan.

3. Cancellation

3.1 How to Cancel

You can cancel your subscription at any time by:

Via your account

1. Log in to Keel
2. Go to Settings > Billing or Account
3. Click "Cancel Subscription"
4. Follow the prompts and confirm cancellation

Via email

1. Email sam@onkeel.co.nz
2. Include your account email address
3. Request subscription cancellation
4. We will confirm cancellation within 2 business days

No questions asked

• We do not require reasons for cancellation
• You do not need to contact support
• Cancellation is straightforward and immediate

3.2 When Cancellation Takes Effect

For monthly plans

• Cancellation is effective at the end of your current billing period
• You retain full access until the end of that period
• If you cancel mid-month, you are not refunded for the current month
• Your next billing date will not occur

For annual plans

• Cancellation is effective at the end of the current 12-month period
• You retain full access until the end of that period
• Example: If you cancel on 15 March 2026 for an annual plan that renews 1 June 2026, you retain access until 1 June 2026

3.3 Cancellation Confirmation

When you cancel, you will receive an email confirmation that includes:

• Effective cancellation date
• Final date of access
• Information about data export
• Contact details for questions

4. Refunds

4.1 Refund Eligibility

Trial Period

• No payment made: No refunds apply (trial is free)
• Refund if charged: If we accidentally charge during trial, we will refund immediately upon your notification

Monthly Plans

• No refunds: Monthly plans are non-refundable
• No pro-rata refunds: You are not refunded if you cancel mid-month
• Last day free: If you cancel, you retain access through the end of the billing period

Annual Plans

• 30-day refund window: If you cancel within 30 days of purchase, you will receive a full refund of the annual fee
• After 30 days: No refunds are available; however, you retain access through the end of the subscription year
• Pro-rata refunds for cancellation: If you cancel an annual plan after the 30-day window, you are not entitled to a refund for unused time
• Exception: If you purchased an annual plan and upgrade mid-year, see “Upgrades and Downgrades” below

Example 1: You purchase an annual plan on 1 March 2026. You cancel on 15 March 2026 (within 30 days). You receive a full refund.

Example 2: You purchase an annual plan on 1 March 2026. You cancel on 5 May 2026 (after 30 days). No refund is available, but you retain access until 1 March 2027 (end of subscription period).

4.2 Refund Processing

If you are eligible for a refund:

• Refunds are processed to the original payment method
• Processing time: 5-10 business days (depending on your bank)
• Refund amount: Full amount paid minus any credits or adjustments
• We will confirm the refund via email with:
  • Refund amount
  • Expected processing time
  • Your payment method
  • Transaction reference

4.3 No Refunds for

We do not provide refunds for:

• Service downtime or outages
• Features not working as expected
• Changes to features or pricing
• User error or account suspension
• Cancellation outside the refund window (annual plans)
• Monthly subscription usage
• Professional services or support beyond the included plan

5. Upgrades and Downgrades

5.1 Upgrading Your Plan

If you upgrade from monthly to annual or to a higher tier:

• You will be charged the difference immediately
• Your subscription period resets (starts a new 12-month period for annual)
• If you received a refund previously, it may affect eligibility for future refunds

5.2 Downgrading Your Plan

If you downgrade from annual to monthly or to a lower tier:

• The change takes effect at the end of your current billing period
• You are not refunded for the remainder of the current period
• Your lower rate applies starting with the next billing cycle

6. Payment and Billing

6.1 Payment Method

• Provider: Stripe (stripe.com)
• Accepted methods: Credit cards, debit cards (Visa, Mastercard, American Express, others)
• Security: Your payment information is encrypted and stored securely by Stripe
• Keel does not store: We do not retain your full credit card number; Stripe handles all payment data

6.2 Billing Cycle

Monthly plans

• Billing date: Same calendar day each month (e.g., 15th of each month)
• Invoice issued: On the billing date
• Payment charged: Immediately upon invoice generation
• Next billing: Automatic unless cancelled

Annual plans

• Billing date: Same calendar day 12 months later (e.g., 1 March annually)
• Invoice issued: On the billing date
• Payment charged: Immediately upon invoice generation
• Next billing: Automatic unless cancelled

6.3 Invoices and Receipts

• Invoices are issued on your billing date
• Invoices are emailed to your account email address
• You can download invoices from your Keel account
• Invoices include your subscription details, amount charged, and payment date

6.4 Failed Payments

If your payment method fails:

1. First attempt: We retry the payment automatically
2. Notification: You receive an email notifying you of the failed payment
3. Grace period: You have 5-7 business days to update your payment method
4. Service suspension: If payment fails after the grace period, we may suspend your account
5. Reinstatement: Service is restored when payment is successfully processed
6. Data access: Your data remains available for retrieval during suspension

7. Price Changes

7.1 Price Increase Notification

If we increase subscription prices:

• We will notify you at least 30 days in advance via email
• The notification will include the new price and effective date
• You can cancel before the new price takes effect

7.2 When Price Changes Apply

• Current subscriptions: Price increases do not apply to existing subscriptions until renewal
• Renewal date: The new price takes effect on your next renewal date
• Monthly plans: New price applies on your next monthly renewal date
• Annual plans: New price applies when your annual subscription renews

Example: You have a monthly plan at $29/month renewing on the 15th of each month. We announce a price increase to $39/month effective 1 April 2026. The new price applies to your subscription on your next renewal date on or after 1 April 2026.

7.3 Your Options Upon Price Increase

If you disagree with a price increase:

• You can cancel before the new price takes effect
• No penalty for canceling due to price increase
• Your current rate continues through the end of the current billing period

8. Data and Information After Cancellation

8.1 Data Export

After cancellation, you can export your data:

• Duration: You have 30 days after cancellation to export your data
• What's included: All property information, documents, tenant records, and communications
• Format: Data is exported as downloadable files (CSV, JSON, or PDF formats)
• No cost: Data export is provided at no charge

8.2 How to Export Data

To export your data:

1. Log in to your Keel account
2. Go to Settings > Data & Privacy
3. Click "Export My Data"
4. Select the data you wish to export
5. Choose the file format
6. Download the files

Alternatively, contact sam@onkeel.co.nz to request data export assistance.

8.3 Data Retention

After cancellation:

• 30 days: You can access and export your data
• After 30 days: Your account and data will be permanently deleted
• Backups: Backup copies will be deleted within 90 days
• No recovery: Once deleted, data cannot be recovered

8.4 Tenant Data Responsibilities

If your account contains tenant personal information:

• You remain responsible for deleting tenant data as required by law
• The Privacy Act 2020 may require you to notify tenants of data deletion
• Keel deletion does not fulfill your privacy obligations as data controller
• Confirm all necessary privacy compliance steps before cancellation

9. Disputes and Complaints

9.1 Billing Disputes

If you dispute a charge:

1. Contact sam@onkeel.co.nz with details
2. Provide the transaction date and amount
3. Explain the reason for the dispute
4. Include relevant screenshots or documentation
5. Allow 5-10 business days for investigation

9.2 Chargeback Process

If you dispute a charge through your bank (chargeback):

• Inform us of the chargeback simultaneously
• Provide your bank's reference number
• Work with us to resolve the issue
• Account may be suspended pending resolution

9.3 Complaint Resolution

We aim to resolve billing complaints within:

• Initial response: 2 business days
• Full resolution: 10 business days

If you remain unsatisfied, you can escalate to:

• Privacy Commissioner (privacy.org.nz) for privacy-related complaints
• Commerce Commission for fair trading concerns
• District Court for other disputes

10. Tax and Invoicing

10.1 GST

Prices displayed on Keel are:

• GST inclusive (15% NZ Goods and Services Tax)
• Invoices show GST separately if applicable
• Non-GST registered businesses: Contact us for pricing without GST (if applicable under NZ law)

10.2 Invoices for Business Use

If you need invoices for business or tax purposes:

• Invoices are automatically emailed to your account
• You can download invoices from your account
• Invoices include all required tax information
• Contact sam@onkeel.co.nz if you need invoices in a specific format

10.3 Tax Deductibility

Keel is a business expense and may be tax deductible:

• Consult your accountant or tax professional
• Keep invoices and payment records for your tax return
• We do not provide tax advice
• Your use of Keel does not guarantee tax deductibility

11. Free Trial to Paid Conversion

11.1 At End of Trial

When your 30-day free trial ends:

• You will receive an email reminder 7 days before
• You will be prompted to choose a paid plan or cancel
• You will not be automatically charged
• Your account access will remain active if you do not cancel

11.2 Choosing a Plan

To continue after the trial:

1. Log in to Keel
2. Go to Settings > Billing
3. Click "Choose a Plan"
4. Select Monthly or Annual
5. Add your payment method (Stripe)
6. Confirm and subscribe

11.3 If You Don't Choose

If you do not select a paid plan by the end of the trial:

• Your account will be paused
• You will not lose data during the pause
• You can reactivate at any time by selecting a plan
• Your data will be permanently deleted 30 days after pause

12. Special Circumstances

12.1 Account Suspension

If your account is suspended due to:

• Payment failure
• Breach of Terms of Service
• Violation of Acceptable Use Policy

You may lose access to Keel, but:

• Your data remains stored
• You can reactivate by resolving the issue (e.g., paying overdue balance)
• You have 30 days to resolve the issue before data deletion

12.2 Company Closure or Bankruptcy

If Keel ceases operations:

• We will notify users at least 30 days in advance
• You can export your data
• We will provide transition assistance if reasonably practicable
• You will receive a refund for any unused portion of your subscription (pro-rata)

13. Contact and Support

13.1 Questions About Billing

For questions about your subscription, billing, or refunds:

• Email: sam@onkeel.co.nz
• Website: onkeel.co.nz

13.2 Payment Issues

If you have issues with:

• Failed payments
• Duplicate charges
• Payment processing delays

Contact both:

• Keel: sam@onkeel.co.nz
• Stripe: support@stripe.com (if payment method issue)

14. Policy Updates

This Refund and Cancellation Policy may be updated to reflect changes in pricing or billing structure, new refund or cancellation options, legal or regulatory requirements, or service improvements.

We will notify you of significant changes at least 30 days in advance via email. Your continued use of Keel following notice constitutes acceptance.

15. Governing Law

This Refund and Cancellation Policy is governed by the laws of New Zealand. Your right to refunds is also protected by the Consumer Guarantees Act 1993, where applicable.

16. Summary

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