Refund policy
Subscription charges are refunded only for billing errors, wallet top-ups are not converted back to your card, and campaign money comes back through escrow rather than through a refund.
Money on Keepface moves along three different rails, and each one has its own way of coming back to you.
Subscriptions (card, via Stripe)
Refundable when the charge itself was wrong:
- A duplicate charge for the same period
- A charge raised after a cancellation had already been confirmed
- A charge for a tier the workspace was never actually granted
Not refundable:
- A period you paid for and simply did not use
- Dissatisfaction with campaign results, which is an outcome and not a billing fault
Start with us rather than with your card issuer. A chargeback pauses the workspace while it is investigated, which is slower for you than a support ticket.
Wallet top-ups (Keepcoin)
Once a top-up settles, the value is in your wallet as Keepcoin. It is yours to spend on Keepface and it does not expire, but it does not go back to your card. Brand Keepcoin cannot be withdrawn to a bank account at all.
What you can do with an unspent balance:
- Spend it on outreach, profile unlocks or AI Content Analysis
- Convert the paid portion into one of the fiat balances and fund campaigns with it, at the 2% FX spread
What you cannot do:
- Withdraw it
- Convert the bonus portion into anything else
Campaign money (escrow)
Budget locked for a campaign is not a payment to Keepface, so it is not refunded, it is released or returned. If the work is not delivered, or a dispute resolves in your favour, the held amount is returned to your wallet as an escrow refund and appears in the ledger as escrow_refund.
Pay-as-you-go charges
Outreach, profile unlocks and AI Content Analysis are consumed at the moment of the charge. They are corrected when the platform failed, for example a charge that produced no result or a duplicate charge for the same action, and those corrections are written back to your ledger as an adjustment.
Asking for a correction
Email support@keepface.ai with:
- The charge reference, taken from Company settings, Billing, Invoices for card charges or from the wallet ledger for wallet movements
- What you believe went wrong
Do it as soon as you spot it. A correction is much easier to verify while the surrounding activity is still recent.
Related
Frequently asked questions
Can I cash a wallet top-up back out to my card?
No. A Company wallet holds Keepcoin for spending on Keepface, and brand Keepcoin cannot be withdrawn to a bank. It is blocked at the database level, not just in the interface.
What about my bonus Keepcoin?
Bonus Keepcoin is promotional. It is spent first when you buy something, it is never withdrawable, and it cannot be converted into a fiat balance. Only the paid part of a Keepcoin balance can be converted.
An influencer never delivered. Do I get my money back?
Yes, through escrow rather than through a refund. Money held for a campaign that does not complete is returned to your wallet as an escrow refund, and you can spend it again immediately.
A referred order was refunded after I already paid the commission.
That is handled by clawback. Affiliate conversions that are later refunded reverse the commission automatically, so you are not left paying for a sale that did not stick.