Refund and Cancellation Policy
This policy applies to Keyhold website enquiries, free audits, and property management services unless a separate written engagement, invoice, or proposal states different terms.
1. Free Property Audit
The Free Property Audit is free. No payment is required to request it or receive the initial audit where we accept the request. Because no fee is charged for the free audit, there is no refund connected with the audit itself.
2. Paid services
Paid services begin only after the scope and commercial terms are confirmed. Fees may include monthly management fees, tenant placement fees, coordination fees, inspection fees, documentation support, or other agreed service charges. Refund eligibility depends on the service stage, work already performed, committed vendor costs, and the written terms agreed for that service.
3. Cancellation before work begins
If you cancel a paid service before any meaningful work has started and before third-party costs have been committed, we will refund eligible service fees already paid, after deducting any payment gateway charges, bank charges, taxes that cannot be reversed, or costs already incurred.
4. Cancellation after work has started
If work has started, fees for completed work, time already spent, coordination already performed, inspection visits, document review, vendor coordination, tenant coordination, society coordination, and committed third-party costs are generally not refundable. Where a partial refund is reasonable, we will calculate it based on the unused portion of the agreed service fee and the actual work completed.
5. Monthly management fees
- Monthly or recurring service fees cover availability, coordination, communication, records, and management effort during the relevant period.
- If an engagement ends mid-cycle, refunds or adjustments will follow the written service terms. If no specific term exists, we may provide a reasonable pro-rata adjustment where no substantial work has been performed for the remaining period.
- Fees already earned for completed management periods are not refundable.
6. Pass-through costs
Vendor bills, contractor charges, society charges, government fees, stamp duty, registration fees, professional fees, travel, materials, emergency purchases, courier charges, and other pass-through costs are not Keyhold service fees. They follow the refund rules of the vendor, authority, platform, or professional who charged them. We will help pursue reasonable refunds or corrections, but we cannot guarantee third-party refunds.
7. Billing errors and failed services
If we charge a fee in error, duplicate a charge, charge the wrong amount, or fail to deliver an agreed service for reasons within our control, contact us with the invoice, payment reference, and issue details. We will review and correct eligible billing issues.
8. Non-refundable items
- Work already completed or substantially performed.
- Third-party fees, vendor bills, government fees, taxes, bank charges, gateway charges, stamp duty, and registration fees unless the third party refunds them.
- Emergency work approved by the owner or reasonably required to reduce immediate property risk.
- Costs arising from inaccurate information, delayed approvals, lack of access, tenant refusal, society refusal, legal restrictions, or owner cancellation after commitments are made.
9. How to raise a refund or cancellation request
Email info@keyhold.in or contact us through WhatsApp with your name, property reference, invoice or payment reference, amount paid, date of payment, reason for request, and supporting documents. We aim to acknowledge refund and cancellation requests within two working days and complete the review within five working days where the facts are clear.
10. Refund method and timing
Approved refunds are normally sent to the original payment method or another method agreed with the payer. Bank, payment gateway, and platform timelines may vary. Where a refund requires third-party confirmation, documentation, or authority approval, the timeline may be longer.