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Keymio · Refund Policy

Effective date: 2026-05-11 Last updated: 2026-05-11 Version: v1.0 (initial public release)

1. Summary

Keymio offers month-to-month subscriptions you can cancel at any time from Settings → Billing. We do not offer prorated refunds for partial months by default. We do offer a 14-day money-back window on your first paid month of any tier, no questions asked. Detail below.

This Refund Policy is part of, and incorporated by reference into, our Terms of Service.

2. 14-day money-back guarantee — first paid month

If you upgrade from Free to a paid Plan for the first time, you can request a full refund of that first paid month within 14 days of the charge by emailing support@keym.io with the subject line "Refund request" and the email address on your account.

  • The refund window applies once per customer for a customer's first paid month on Keymio.
  • A refund cancels your subscription immediately; you lose access to paid features as of the date the refund is issued.
  • Refunds are issued via Stripe to the payment method used for the original charge and typically appear on your statement within 5 business days.

3. Recurring monthly subscriptions

For paid Plans renewing at the start of each billing cycle:

  • You can cancel at any time from Settings → Billing. Cancellation takes effect at the end of the current billing cycle; you keep access to paid features until then.
  • We do not issue prorated refunds for partial months when you cancel mid-cycle.
  • We will issue a refund if you cancel and we can see from our records that you have not used paid features in that billing cycle — email support@keym.io within 7 days of the charge and we will refund the cycle.

4. Annual subscriptions

Annual Plans are not offered at launch. When they become available, this Policy will be updated and the following terms will apply unless expressly varied at the time of sale:

  • Full refund within 30 days of the annual charge.
  • Prorated refund for unused months minus a 5% administration fee within 31–90 days of the annual charge.
  • No refund after 90 days.

You will be notified of the updated Policy by email at least 30 days before annual Plans go on sale.

5. Refunds we will always consider

Even outside the windows above, we will consider a refund where:

  • you were billed for a Plan you can prove you did not authorise (e.g. a Collaborator subscribed without your consent);
  • there is a documented Service outage that prevented you from using paid features for a meaningful portion of the billing cycle;
  • you have been a customer for less than 30 days and the Service was materially misrepresented in our marketing.

To open a refund request in these cases, email support@keym.io with a description of what happened. We will review every request in good faith and respond within 5 business days.

6. Refunds we will not issue

We will not issue refunds for:

  • charges more than 90 days old;
  • partial months on monthly Plans (except as in Section 5);
  • usage where paid features were actively used during the billing cycle;
  • charges disputed by chargeback that Keymio has already won at Stripe in the chargeback adjudication process;
  • accounts terminated by us under Section 14.2 of the Terms (for cause — breach, non-payment, abuse).

7. Chargebacks

If you have a billing question or believe a charge is incorrect, please contact support@keym.io before initiating a chargeback with your card issuer. A chargeback resolves more slowly and may result in your account being suspended pending resolution.

Filing a fraudulent chargeback is a violation of our Terms and may result in account termination without refund.

8. How to request a refund

  1. Email support@keym.io from the email address on your Keymio account.
  2. Use the subject line "Refund request".
  3. Include:
    • the date and amount of the charge,
    • which of Sections 2–5 above you are relying on,
    • any context that helps us understand the request.
  4. We will respond within 5 business days with a decision and, if approved, will process the refund through Stripe immediately.

If we decline a refund and you disagree, you may reply with additional information and we will reconsider. After that, your options are the informal-resolution-and-arbitration process in Section 19 of the Terms of Service.

9. Changes to this Policy

We may update this Policy from time to time. Material changes will be notified to your account email at least 30 days before they take effect. Prior versions will be archived at keym.io/refund/archive.

10. Contact

Refund questions: support@keym.io.

End of Refund Policy v1.0.