Refund & Cancellation Policy
At Keliyo, we engineer partnerships based on mutual trust and transparent financial practices. This document establishes our strict protocols regarding project deposits, retainer cancellations, and refund eligibility.
1. Web Development & One-Off Projects
Digital architectures require significant upfront allocation of engineering and design resources. Therefore, our refund policy for custom development, audits, and UI/UX design is structured around project milestones.
- Initial Deposits: To initiate a project, Keliyo requires a standard 50% non-refundable deposit. This reserves your block in our development queue and covers initial strategy, wireframing, and architecture planning.
- Pre-Development Cancellation: If you choose to terminate the contract after the deposit is paid but before actual code development or high-fidelity design has commenced, we may, at our sole discretion, refund up to 50% of the initial deposit (25% of total project value).
- Active Development Phase: Once our engineers begin actively writing code or establishing server infrastructure, no refunds will be issued for any deposits paid. The resources and time allocated cannot be recovered.
- Final Delivery: Upon completion and your sign-off of the final milestone, the remaining balance is due. No refunds are available post-deployment.
2. Retainers (SEO, Maintenance, Social Media)
Ongoing growth services operate on a month-to-month subscription basis. We do not lock you into long-term restrictive contracts, but we require proper notice for resource reallocation.
- Billing Cycle: Retainer invoices are generated automatically on the 1st of every month for services to be rendered within that month.
- Cancellation Notice: You may cancel any monthly retainer by providing written notice to your account manager at least fifteen (15) days prior to the next billing cycle.
- No Pro-Rated Refunds: If you decide to cancel a service in the middle of a billing cycle, no pro-rated refunds will be issued for the remaining days of that month. We will continue to execute the agreed-upon strategy until the end of the current billing period.
- Algorithm Fluctuations: SEO and digital marketing are subject to third-party algorithm updates (e.g., Google, Meta). We guarantee our methodology and execution, but we cannot issue refunds based on specific algorithmic ranking drops or traffic fluctuations outside our direct control.
3. Intellectual Property Post-Cancellation
The ownership of code, designs, and digital assets is strictly tied to financial settlement.
In the event of a premature project cancellation or a granted refund, Keliyo retains 100% intellectual property rights to all un-deployed drafts, code snippets, graphic assets, and architectures produced during the engagement. You may not utilize, copy, or distribute any incomplete work unless the project invoice is settled in full.
4. Administrative Processing
If an exception is made and a refund is approved by our financial department, please note the following operational timelines:
- All refund requests must be submitted in writing via email to our billing department.
- Approved refunds will strictly be routed back to the original payment method (Credit Card, Wire Transfer, or Stripe processing).
- Please allow 7 to 14 business days for the funds to clear our acquiring bank and reflect on your financial statements.
Contact Billing & Legal
If you have a dispute, require clarification on an invoice, or need to submit a formal cancellation notice, please initiate contact with our financial team immediately.
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