Legal

Refund & Cancellation Policy

Effective date: 28 October 2026

This policy explains how to cancel and when we give refunds. It forms part of our Terms of Service. Nothing in it limits rights you have under the law that applies to you.

1. Cancelling a subscription

  • You can cancel at any time from the billing page of your account, or by emailing admin@keywho.com from the account owner's email address.
  • Cancellation takes effect at the end of the current billing period. Until then your team keeps full access, and you will not be charged again.
  • After the subscription ends you can no longer start new verifications, but you can still read, export and erase your existing cases until they are erased under your retention period.

2. Subscription refunds

Subscription fees cover the billing period in which they are charged, and are not refunded for a period that has already started, including for verifications not used in that period. We refund:

  • a renewal charge, if you ask promptly after the renewal date and no verification has been started in the new period;
  • the unused part of a period, pro rata, if we materially reduce the features of your plan during it and you cancel because of that;
  • any amount charged in error, such as a duplicate charge.

3. One-time verifications

  • Before it starts. If no documents have been submitted for the verification yet, you can ask for a full refund.
  • After it starts. Once documents have been submitted and processing has begun, the service is being delivered and the purchase is not refundable.
  • If we could not deliver. If a fault on our side prevents a verification from being completed, we will run it again at no cost or, if that is not possible, refund it in full.

4. Outcomes are not grounds for a refund

“Approved”, “Rejected” and “Review Required” are all results of a completed verification. An outcome you did not expect — or a check that could not be carried out because a register, list or document was unavailable or unreadable — is not by itself a reason for a refund. The report explains what was found; if you believe a result is wrong, contact us and we will look into it.

5. How to ask for a refund

Email admin@keywho.com with the email address used for the purchase, the date and amount of the charge, and the reason. We will reply as soon as we can. Approved refunds are made to the original payment method; how long they take to appear depends on your bank or card issuer.

6. Contact

DST DWC-LLC, Dubai, United Arab Emirates. Email: admin@keywho.com.