KelVPN provides prepaid access for the period specified in your order. We do not offer a voluntary money-back guarantee, refunds for a change of mind, or exchanges of purchased plans. Subject to mandatory applicable law, accidental purchases, selection of the wrong plan, non-use of access, or expectations concerning features that were not promised in the product description do not entitle you to a refund. Please review the plan, supported devices and system requirements before paying.
Stopping use of KelVPN does not by itself entitle you to a refund for the remaining prepaid period. These restrictions do not exclude remedies for a failure to provide the service as agreed or any other mandatory consumer rights.
Contact support if you believe the same order was paid twice, a confirmed payment did not result in access being provided, or the service does not conform to the agreed description. We will verify the payment and circumstances. Where permitted by applicable law, we may first provide or restore access or remedy the issue within the legally required or otherwise reasonable period. A support request, temporary interruption or unverified claim does not automatically entitle you to a full refund.
Refunds, price reductions and other remedies are provided where required by applicable law and to the extent required in the particular case. Any refund relates only to the affected payment or part of the service; an error does not automatically entitle you to reimbursement of other purchases. If KelVPN ends prepaid access, the treatment of the remaining period is determined by the grounds for termination and mandatory applicable law. We do not offer additional goodwill compensation.
KelVPN does not voluntarily reimburse bank, payment processor, exchange or blockchain network fees, conversion costs, or exchange-rate losses. Where applicable law permits, actual third-party fees attributable to the payment or its refund and not recoverable from the third party are deducted from the refundable amount. This may include the network fee for the refund transaction. We disclose the applicable deductions and net amount before sending the refund.
Fees paid separately to third parties and not received by KelVPN are not included in the purchase amount held by KelVPN. The same cost is not deducted twice, and fees reimbursed to KelVPN are not deducted. We do not impose an additional administrative penalty. If mandatory law requires a refund without a particular deduction or requires reimbursement of a cost, that requirement takes precedence.
Blockchain payments cannot be reversed by KelVPN. An approved or legally required refund is a separate transaction after verification of the payment and refund details. Unless mandatory law requires another calculation, the basis for a full cryptocurrency refund is the amount of the original asset actually received for the affected purchase, less permitted deductions. A partial refund uses the corresponding proportion of that amount. We do not guarantee its original or current fiat value and do not compensate for changes in the asset price.
The original asset and network are used unless another method is expressly agreed or required by law. You must provide and confirm a compatible receiving address and any required memo or tag. Do not assume that the originating address can receive a refund: it may belong to an exchange or payment intermediary. KelVPN is not responsible for losses caused by incorrect refund details supplied and confirmed by you, except where liability cannot lawfully be excluded. Network confirmation times are outside our control.
Use only the asset, network, address and amount specified in the invoice, and observe its validity period. Underpayments, overpayments, duplicate transfers and payments after an invoice expires or is cancelled require individual verification; invoice cancellation does not reverse a transfer. Transfers in an unsupported asset or network, or to an incorrect address, are not covered by a voluntary recovery service. Recovery may be impossible. If we agree to attempt technically feasible recovery, the procedure and actual third-party costs must be agreed separately, subject to mandatory law. This does not exclude any legal obligation concerning funds actually received or recoverable by KelVPN.
This section applies only if the relevant payment method was available and used for your purchase. A refund is submitted through the original payment method in accordance with the servicing payment provider's rules. A transfer to an unrelated card, wallet or bank account is not available on demand. If the original method cannot accept the refund, the lawful alternative procedure must be verified with support and the payment provider.
Bank and payment provider processing times are separate from KelVPN's review and submission of the refund. Currency conversion by your bank or provider may change the amount credited in your account currency. KelVPN does not voluntarily compensate for that difference or third-party charges. Suspected unauthorised payments should also be reported promptly to your bank or payment provider. This policy does not restrict any applicable payment dispute rights; an existing dispute must be taken into account to avoid duplicate reimbursement.
Email support@demlabs.zohodesk.com with your order or invoice reference, payment date and amount, and the reason for your request. For cryptocurrency, include the asset, network and transaction hash. We may request proportionate evidence needed to locate the payment, verify your entitlement and assess the issue. Never send a full card number, CVV, wallet seed phrase or private key. We do not require a separate advance payment to unlock a refund.
Submitting a request does not mean it has been approved. We will communicate the outcome and, where a refund is due, its calculation, permitted deductions and processing information. Mandatory deadlines take precedence; this policy does not extend them because of internal processing. Full reimbursement ends the access associated with the refunded purchase. For a partial refund, any change to access depends on the grounds for the refund and will be communicated to you.
This policy does not limit rights or remedies that cannot be excluded under applicable law. Such requirements prevail over conflicting exclusions, deductions and procedures in this policy. Activation of a key or the digital nature of the service does not by itself waive those rights. The policy presented at the time of purchase applies to that purchase; later changes do not retrospectively reduce your rights.
