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Refund Policy - Keyword Autotrader
Refund Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
Important Notice: Keyword Autotrader primarily provides free informational content, guidance, and educational resources about vehicle marketplace navigation. This Refund Policy applies to any paid services, premium content, consulting services, or digital products we may offer now or in the future.
1. Overview
At Keyword Autotrader, we are committed to customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be requested and granted for any paid services or products purchased through our website keywordautotrader.com.
By purchasing any paid services or products from us, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
2. Services and Products Covered
This Refund Policy applies to the following services and products (if applicable):
- Premium membership subscriptions or access fees
- One-on-one consulting or advisory services
- Digital guides, e-books, or downloadable resources
- Online courses or educational programs
- Premium reports or market analysis
- Advertising or promotional services
- Any other paid services or digital products offered through our Site
Free Services: Our free content, blog articles, general inquiries, and complimentary guidance do not require payment and are therefore not subject to refund requests.
3. Refund Eligibility and Time Frames
3.1 General Refund Window
Refund requests must be submitted within the applicable time frame from the date of purchase:
| Service/Product Type |
Refund Window |
Conditions |
| Digital Products (e-books, guides, reports) |
14 days |
Must not have been downloaded or accessed |
| Online Courses or Educational Programs |
14 days |
Less than 20% of content accessed |
| Monthly Subscription Services |
7 days |
From initial subscription date only |
| Annual Subscription Services |
30 days |
Pro-rated refund may apply |
| One-on-One Consulting Services |
Before scheduled session |
At least 48 hours notice required |
| Custom Reports or Analysis |
Before delivery |
Work must not have commenced |
3.2 Eligible Reasons for Refunds
Refunds may be granted under the following circumstances:
- Technical Issues: Persistent technical problems preventing access to purchased content despite reasonable support efforts
- Service Not as Described: Significant discrepancies between advertised features and delivered services
- Duplicate Purchase: Accidental duplicate transactions
- Unauthorized Transaction: Fraudulent or unauthorized charges (subject to verification)
- Service Not Delivered: Paid services not delivered within the promised timeframe
- Cancellation Before Service: Cancellation of consulting or custom services before commencement
3.3 Non-Refundable Circumstances
Refunds will NOT be granted in the following situations:
- Requests submitted after the applicable refund window has expired
- Digital content that has been fully downloaded or accessed
- Services that have been substantially consumed or utilized
- Change of mind or buyer's remorse without valid reason
- Failure to use purchased services within the validity period
- Dissatisfaction with outcomes based on user's application of advice
- Violation of our Terms and Conditions resulting in account termination
- Third-party payment processing fees (these are non-recoverable)
4. Refund Request Process
4.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact Us: Email us at info@keywordautotrader.com with "Refund Request" in the subject line
- Provide Information: Include the following in your email:
- Your full name and contact information
- Order number or transaction ID
- Date of purchase
- Description of service or product purchased
- Reason for refund request
- Supporting documentation (if applicable)
- Await Response: We will acknowledge your request within 2 business days
- Review Process: We will review your request and may contact you for additional information
- Decision: You will receive our decision within 5-7 business days
4.2 Review and Approval Process
Upon receiving your refund request, we will:
- Verify the purchase details and transaction records
- Assess eligibility based on this Refund Policy
- Review any technical issues or concerns raised
- Determine if the refund window is still valid
- Check for any policy violations or misuse
We reserve the right to request additional information or documentation to support your refund request. Failure to provide requested information may result in denial of the refund.
5. Refund Methods and Processing Times
5.1 Refund Method
Approved refunds will be processed using the original payment method whenever possible. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.
5.2 Processing Time
Once a refund is approved:
- Credit/Debit Card refunds: 5-10 business days (depending on your card issuer)
- PayPal refunds: 3-5 business days
- Bank transfer refunds: 7-14 business days
- Other payment methods: As specified by the payment processor
Please note that processing times may vary depending on your financial institution and location. We are not responsible for delays caused by payment processors or financial institutions.
5.3 Partial Refunds
In certain circumstances, partial refunds may be offered:
- Pro-rated refunds for subscription cancellations (at our discretion)
- Refunds for partially consumed services where appropriate
- Adjustments for billing errors or overcharges
Partial refunds will be calculated based on the portion of unused service and will exclude any promotional discounts or special offers that were applied to the original purchase.
6. Subscription-Specific Policies
6.1 Recurring Subscriptions
For recurring subscription services:
- You may cancel your subscription at any time through your account settings or by contacting us
- Cancellation takes effect at the end of the current billing period
- No refunds are provided for partial subscription periods unless required by law
- Canceled subscriptions retain access until the end of the paid period
- Refunds for the initial subscription period may be available within the first 7 days (monthly) or 30 days (annual)
6.2 Free Trial Subscriptions
If we offer free trial periods:
- You must cancel before the trial period ends to avoid charges
- We will send reminder emails before trial expiration
- Charges applied after trial expiration are subject to our standard refund policy
- One free trial per customer/household
7. Digital Products and Downloads
7.1 Pre-Download Refunds
Digital products (e-books, guides, templates, reports) are eligible for full refunds if:
- The product has not been downloaded or accessed
- The refund request is made within 14 days of purchase
- Technical issues prevent download (we will first attempt to resolve)
7.2 Post-Download Policy
Once a digital product has been downloaded or accessed:
- Refunds are generally not available due to the nature of digital goods
- Exceptions may be made for significant quality issues or misrepresentation
- Technical corruption or file errors will be addressed with replacement files
8. Consulting and Custom Services
8.1 Cancellation Before Service
For one-on-one consulting or custom services:
- Full refunds available with at least 48 hours notice before scheduled appointment
- Cancellations within 48 hours: 50% refund
- No-shows without notice: No refund
- Rescheduling is free with adequate notice
8.2 Service Quality Issues
If you're dissatisfied with delivered consulting services:
- Contact us within 7 days of service delivery
- Provide specific feedback about quality concerns
- We will first attempt to address concerns through additional support
- Partial or full refunds may be considered on a case-by-case basis
9. Consumer Rights (UK & EU)
9.1 UK Consumer Rights
Under UK consumer protection laws, you have certain statutory rights:
- 14-day cooling-off period for distance sales (online purchases)
- Right to receive services as described
- Right to digital content that is of satisfactory quality
- Right to repair, replacement, or refund for faulty goods/services
This Refund Policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
9.2 EU Consumer Rights
For customers in the European Union, you have a 14-day withdrawal right for distance contracts under the Consumer Rights Directive, except where:
- Digital content has been accessed or downloaded with your consent
- Services have been fully performed with your agreement
- You have explicitly waived your withdrawal right
10. Promotional and Discounted Purchases
Special conditions apply to promotional or discounted purchases:
- Items purchased during promotional sales are subject to the same refund policy
- Refund amounts are based on the actual price paid, not the regular price
- Bundle purchases may only be refunded as complete bundles, not individual components
- Coupon codes or promotional credits are non-refundable
- Gift purchases may be refunded as store credit at our discretion
11. Exceptions and Special Circumstances
11.1 Technical Failures
If technical issues prevent access to purchased content:
- Contact our support team immediately
- We will prioritize resolving technical issues
- Refunds will be considered if issues cannot be resolved within a reasonable timeframe
- Subscription time may be extended to compensate for downtime
11.2 Unauthorized Transactions
If you believe a charge was unauthorized:
- Contact us immediately at info@keywordautotrader.com
- We will investigate and may request supporting documentation
- Verified unauthorized transactions will be refunded promptly
- You may also need to contact your financial institution
11.3 Extenuating Circumstances
We may consider refund requests outside normal policy parameters for exceptional circumstances such as:
- Serious illness or bereavement
- Financial hardship due to unforeseen events
- Significant life changes affecting ability to use services
Such requests will be evaluated on a case-by-case basis with appropriate documentation.
12. Chargebacks and Disputes
12.1 Contact Us First
Before initiating a chargeback with your financial institution, please contact us to resolve the matter. Most issues can be resolved quickly through direct communication.
12.2 Chargeback Consequences
If you file a chargeback:
- Your account access will be suspended pending investigation
- We will provide evidence to your financial institution
- Fraudulent chargebacks may result in permanent account termination
- We reserve the right to pursue legal action for fraudulent disputes
13. Refund Denials and Appeals
13.1 Reasons for Denial
Refund requests may be denied if:
- The request does not meet eligibility criteria outlined in this policy
- The refund window has expired
- The service has been substantially used or consumed
- There is evidence of policy violations or misuse
- Insufficient information provided to process the request
13.2 Appeal Process
If your refund request is denied and you believe the decision was incorrect:
- You may submit an appeal within 14 days of the denial
- Provide additional information or documentation supporting your case
- Appeals will be reviewed by senior management
- The appeal decision is final
14. Modifications to Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top indicates when the policy was last revised.
Continued use of our services after policy changes constitutes acceptance of the modified policy. Purchases made before policy changes remain subject to the policy in effect at the time of purchase.
15. Contact Information
For refund requests, questions, or concerns about this Refund Policy, please contact us:
16. Governing Law
This Refund Policy is governed by the laws of England and Wales. Any disputes arising from refund matters shall be subject to the exclusive jurisdiction of the courts of England and Wales.
© 2025 Keyword Autotrader. All rights reserved.
Registration Number: 78390110
This refund policy complies with UK Consumer Rights Act 2015 and EU Consumer Rights Directive
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