01
Scope of this policy
Keel is a technology platform operated by Wildcard Design. The platform fee charged by Keel (2.5% of gross advance) is a technology and service fee for access to the platform's core functionality. Refunds of the platform fee are available exclusively where Keel has failed to deliver a specific, promised platform function due to a technical error or system failure on Keel's part.
What this policy covers — and does not cover
This policy governs refunds of the Keel platform fee only. It does not govern refunds of advance payments between Designers and their Clients. Keel is not a party to the Designer–Client service agreement. Keel does not process Designer-initiated refunds to Clients, does not handle chargebacks, and does not mediate disputes between Designers and Clients regarding creative services, deliverables, or project outcomes.
Within scope
- Platform fee refund where a core platform function failed due to a Keel technical error
- Platform fee refund where payment was incorrectly routed due to a platform fault
- Correction of an erroneous fee deduction (wrong rate applied)
Outside scope
- Client disputes about creative services or deliverables
- Designer-initiated refunds to Clients for any reason
- Chargebacks raised by Clients with their card issuer
- Outcomes of AI-generated proposal content
- Client non-payment or Client refusal to proceed
- Force majeure or third-party payment infrastructure failure
02
Promised platform functionality
In consideration of the platform fee, Keel commits to delivering the following six core functions. A refund of the platform fee may be claimed where Keel has demonstrably failed to perform any of these functions due to a technical error or system fault on Keel's part.
Function 1 — Proposal generation
AI-assisted proposal creation
Upon a Designer submitting the required project inputs (minimum: project type, scope description, deliverables, timeline, and fee), the platform will generate a structured, branded proposal document within the session. Failure means: the platform accepted valid inputs but did not return a generated proposal, or returned a critically malformed output that cannot be sent to a Client.
Function 2 — Proposal delivery
Protected link generation and delivery
Upon a Designer confirming and sending a proposal, the platform will generate a unique, time-limited, watermarked proposal link and deliver it to the Client's email address as provided by the Designer. Failure means: the platform confirmed dispatch but the proposal link was not generated, or the link was generated but delivery to the Client's confirmed email address failed due to a platform-side fault.
Function 3 — Payment routing
Advance collection and net payout
Where a Client accepts a proposal and completes payment through the platform's payment interface, the net advance (gross advance less platform fee) will be credited to the Designer's verified linked bank account within 2 business days of payment capture. Failure means: payment was captured from the Client and confirmed by the payment rail, but the net advance was not credited to the Designer's linked account within 2 business days due to a platform-side routing error.
Function 4 — Fee invoicing
GST-compliant platform fee invoice
For each transaction on which a platform fee is deducted, Keel will issue a GST-compliant tax invoice to the Designer within 2 business days of the transaction, available for download from the Designer's account dashboard. Failure means: a platform fee was deducted but no corresponding tax invoice was generated or made available within the stated period due to a platform fault.
Function 5 — Follow-up automation
Automated client nudge sequences
Where a Designer has not disabled the follow-up automation feature, the platform will send an automated follow-up message to a Client who has not opened the proposal link within 48 hours of delivery, and a second follow-up to a Client who has opened but not accepted the proposal within 5 days. Failure means: the automation feature was enabled by the Designer and both trigger conditions were met, but no follow-up message was sent due to a platform fault.
Function 6 — View analytics
Proposal open and view tracking
For each active proposal link, the platform will record and display to the Designer whether the Client has opened the proposal link, and the time of first open. Failure means: a Client demonstrably opened the proposal link (confirmed by the Client or by payment or acceptance activity) but the platform's analytics dashboard showed no open event due to a platform tracking fault.
What is not a platform failure
The following are not platform failures and do not give rise to a refund claim: a Client choosing not to open a proposal link; a Client opening but not accepting a proposal; a Client accepting a proposal but failing to complete payment; AI-generated proposal content that a Designer considers unsatisfactory in quality or style; proposal conversion rates; or any outcome that depends on Client behaviour rather than platform performance.
03
Eligible refund events
A refund of the platform fee is available in the following specific circumstances:
Erroneous fee deduction
Where the platform deducts a platform fee at a rate other than the rate applicable to the Designer's account at the time of the transaction (e.g., a higher rate applied due to a system error), Keel will refund the excess amount. The correct fee remains deducted.
Double deduction
Where the platform deducts the platform fee more than once on a single transaction due to a technical fault, Keel will refund all amounts deducted beyond the first deduction.
Fee deducted, payment not routed
Where the platform deducted a platform fee from a Client payment but the net advance was not credited to the Designer's linked bank account within 2 business days of payment capture, and this failure is attributable to a Keel platform routing error (not a failure of the Designer's linked account or the third-party payment rail), Keel will refund the platform fee and take steps to ensure the net advance is credited without further delay.
Proposal link not generated on confirmed send
Where a Designer confirmed dispatch of a proposal and the platform confirmed acceptance of that instruction, but no proposal link was generated and no payment was collected from any Client in connection with that transaction, Keel will refund any platform fee deducted in connection with that failed proposal event.
04
What is not refundable
The following circumstances do not qualify for a platform fee refund under any conditions:
- The Designer changes their mind about a proposal, project, or Client after the platform fee has been deducted.
- A Client disputes the underlying creative services, deliverables, or project outcome with the Designer.
- A Client requests a refund of their advance payment for any reason.
- A Client raises a chargeback with their card issuer or bank. Keel does not handle chargebacks. Designers must resolve chargeback disputes directly with Razorpay or the relevant payment network.
- The Designer is dissatisfied with the quality, style, or content of AI-generated proposal output.
- The proposal link expired before the Client opened it.
- The Client's email address provided by the Designer was incorrect, resulting in non-delivery.
- A third-party payment rail (Razorpay or designated PA-CB aggregator) experiences downtime or failure that is outside Keel's control.
- The Designer's linked bank account is inactive, unverified, or has details that prevent payout.
- Force majeure events as defined in the Designer Platform Agreement.
GST charged on the platform fee is not refundable once a tax invoice has been issued, in accordance with applicable GST law, regardless of whether the underlying transaction is subject to a platform fee refund.
05
How to claim a refund
To claim a platform fee refund, the Designer must contact Keel at contact@keelapp.in with the following information:
- The transaction ID or proposal ID to which the claim relates.
- The date of the transaction.
- A description of the platform function that failed.
- Any supporting evidence (screenshots, error messages, or records of Client communication where relevant).
Refund claims must be submitted within 30 days of the transaction date. Claims submitted after this period will not be considered.
Keel will acknowledge the claim within 48 hours and will investigate and communicate its decision within 7 business days. Where Keel confirms a valid platform failure, the refund will be processed within 7 business days of that confirmation.
Burden of evidence
The burden of demonstrating that a platform function failed lies with the Designer. Keel will cross-reference the Designer's claim against platform logs, payment rail records, and system event data. Keel's determination, made in good faith against available system evidence, is final subject to the dispute resolution process in the Designer Platform Agreement.
06
Processing timelines — summary
Claim acknowledgement
Within 48 hours of claim submission to contact@keelapp.in
Investigation & decision
Within 7 business days of acknowledgement
Refund processing
Within 7 business days of Keel confirming a valid claim
Claim window
Within 30 days of the original transaction date
07
Contact & grievance
For all refund claims, platform error reports, or policy-related queries, contact Keel's Grievance Officer directly. We will acknowledge within 48 hours and aim to resolve within 30 days.