General principle

All transactions within the platform are considered final once completed.

This applies to KeyCoin purchases, top-ups, KeyStore purchases, gift cards, digital products, internal transfers, P2P operations, third-party processed payments, and any operation within the ecosystem.

Cases where there is no refund

Refunds will not be issued for gift card purchases, correctly processed top-ups, delivered digital services, completed internal transfers, completed P2P operations, user errors, incorrect recipients, incorrect phone numbers, wrong product selection, or change of mind.

There is also no automatic refund when a delay, block, or failure depends on an external provider, bank, blockchain network, processor, top-up API, gift card provider, or other third party. We will review the verifiable order status and any mandatory applicable right.

Cases where a refund may be reviewed

Refunds or internal adjustments may be reviewed for verified technical failures, validated double charges, service not delivered due to internal error, balance debited without product delivery, or duplicated operation caused by system error.

Approval is not automatic and will depend on evidence, internal records, external provider status, account history, detected risk, and applicable policies.

Review request

The user must start the request through the channels enabled by the platform and provide sufficient evidence.

Evidence may include operation ID, date, amount, screenshots, receipts, order number, recipient, product, payment method, and service status.

If the information is insufficient, false, altered, or unverifiable, the request may be rejected.

Chargebacks

A chargeback, bank dispute, payment claim, external reversal, or attempt to deny a transaction may result in account suspension, balance hold, feature blocking, AML/CTF review, payment method restriction, or account closure.

If a chargeback causes loss, debt, fee, penalty, negative balance, or damage to INNOVAPPSOFT LLC, the company may deduct available balances, restrict features, or take additional measures.

Fraud and abuse

It is prohibited to abuse the refund system, submit false claims, manipulate evidence, request refunds for already delivered services, use multiple accounts for improper benefits, or deny legitimate payments.

Abuse may result in permanent account closure, fund blocking, loss of access, reporting to external providers, and AML/CTF review.

Final decisions

INNOVAPPSOFT LLC will decide refund, adjustment, reversal, internal credit, dispute, or chargeback requests under the contract, evidence, and applicable law.

Decisions will be based on internal records, available evidence, applicable policies, information from independent providers, security, compliance, user history, and ecosystem protection.

Nothing in this policy removes refund, warranty, or remedy rights that mandatory law does not allow a user to waive.

Rules for services from external providers

International top-ups, eSIMs, withdrawals, gift cards, and virtual numbers may depend on independent providers. A pending order is not the same as delivery; KeyPay will review the provider-confirmed status before deciding an adjustment.

Top-ups: they are not reversible after acceptance or delivery by the carrier. No refund is due for a phone number, country, carrier, or product incorrectly selected by the user.

eSIMs: once the QR or activation data is issued, no refund is due for an incompatible or carrier-locked phone, incorrect installation, profile deletion, partial use, or coverage outside the described scope. Confirmed failure to issue may be reviewed.

Gift cards: once a code is revealed or delivered, no refund is due for country, currency, account, brand, redemption, loss, disclosure, or third-party use restrictions. A code confirmed invalid from issuance and never used may be reviewed.

Virtual numbers: compatibility with every website and receipt of every SMS or call are not guaranteed. An activated or used assignment is considered delivered; confirmed failure to allocate may be reviewed.

Withdrawals: they may be subject to KYC, AML/CFT review, network availability, and provider processing times. A transfer confirmed on the selected network cannot be reversed due to an incorrect address, network, asset, or recipient entered by the user.