It is our policy at Keystroke to provide the best service, information, and support before and after a sale so that our customers can be happy with their purchase, and their business experience with us. In the event that this is not possible, refunds, credits, or exchanges are available under certain circumstances for different types of purchases.
Software
Keystroke will honour the refund policy of the different software manufacturers we represent, provided the customer’s reasons for return fall within the manufacturer’s return/exchange guidelines.
Act! Purchases & Subscriptions:
Swiftpage does NOT offer refunds on Act! license purchases or subscriptions (ie., Act! Pro or Act! Premium, or Act! Growth Suite), unless otherwise stated in your applicable agreement with Swiftpage or its affiliates or as mandated by statute, regulation, or law.
Keystroke does NOT automatically renew Act! subscriptions unless explicitly requested to do so by the customer with negotiable payment provided in advance. All renewals are invoiced 30-days before renewal date and delivered 60-days in advance. It is incumbent on our subscribers to pay their account prior to their renewal date to avoid cancellation of their account.
In the event of account cancellation, any loyalty or quantity discounts for these accounts would consequently be forfeit, and a new account would have to be established at the current subscription rates to restore service. This account restoration process may involve other disruptions, so we encourage everyone to use the advance notice we’re provide to process subscription renewal payments on time, or use our online payments service at www.keystroke.ca/en/payments.html when necessary.
For more information on Swiftpage’s return policy, the makers of Act!, please click HERE.
Service
Support Plans (VIP or OrangeCare) are non-refundable. Credits in whole or in part for paid service are available at our discretion, and will be judged on a case by case basis.
Hardware
Refunds or credits are available at our discretion within 14 days of purchase, and will be judged on a case by case basis. A 15% restocking fee will apply. See list below of exclusions.
Hosting
A customer may cancel or suspend their service at any point during the term of their contract, but no refund will be provided for unused prepaid subscription time.
Training
There are no refunds for withdrawals from any training workshops, however a student who is unable to attend one class will be permitted to attend another within the next 12 months.
We generally do not refund or exchange in these circumstances
- Just because you made a ‘mistake’ when ordering.
- Just because you changed your mind after ordering.
- The hardware or software you purchased did not meet your intended business use. Keystroke never guarantees “fitness of use”, as this determination is incumbent upon the customer to investigate.
- Refunds of technical support plans just because you never ended up needing support.