Refund Policy

Last Updated: December 12, 2025

This Refund Policy (“Policy”) explains how refunds, cancellations, and changes are handled when you use the online booking platform operated by JKZ NETWORK, doing business as BookKei (“BookKei”, “we”, “us” or “our”).

Because BookKei serves two main types of users — (1) businesses that use our software (“Business Owners” or “Merchants”) and (2) individuals who book services through those businesses (“Clients” or “Customers”) — this Policy distinguishes between:

  • Refunds related to bookings and services provided by Business Owners; and
  • Refunds related to BookKei subscription fees and other platform charges.

This Policy is part of our Terms & Conditions. By using BookKei, you agree to this Policy.

1. Key Definitions

  • “Business Owner” / “Merchant” – A business or professional that uses BookKei to offer and manage services, appointments, and bookings.
  • “Client” / “Customer” – An individual who books or receives services from a Business Owner through BookKei.
  • “Service” – Any appointment, consultation, class, treatment, or other service offered by a Business Owner and booked via BookKei.
  • “Subscription” – Any recurring or one-time payment made by a Business Owner to use premium BookKei features.

2. Scope of This Policy

This Policy applies to payments processed via the BookKei platform. It covers:

  • Bookings and appointments made by Clients through BookKei;
  • Subscription payments and other fees paid by Business Owners to BookKei; and
  • Eligibility, timing, and method of refunds where applicable.

Important: In most cases, BookKei acts as a technology platform and not as the actual provider of the services you book. Refund decisions for services are primarily the responsibility of the individual Business Owner, subject to this Policy and the Business Owner’s own terms.

3. Refunds for Clients (Bookings & Appointments)

3.1 Relationship Between Clients and Business Owners

When you book a service through BookKei, your contract for that service is directly with the Business Owner. BookKei provides the booking and payment tools but does not control the quality, timing, or completion of the service itself.

Each Business Owner may have their own cancellation, no-show, and refund terms. Where a Business Owner has published specific terms on their booking page, landing page, or website, those terms will normally govern your eligibility for a refund, in addition to this Policy.

3.2 Standard Cancellation Windows

Unless the Business Owner specifies a stricter or more generous policy, the following default rules apply to standard appointments:

  • Free Cancellation: If you cancel more than 24 hours before the scheduled start time, you may be eligible for a full or partial refund of the service fee (excluding non-refundable processing or platform charges, if any).
  • Late Cancellation: If you cancel within 24 hours of the appointment time, the Business Owner may treat this as a late cancellation and may charge up to 100% of the service fee.
  • Same-Day / Last-Minute Cancellation: Cancellations made less than a few hours before the appointment (for example, within 2–4 hours) may not be eligible for a refund at all.

The exact timing and percentage of any refund will depend on the Business Owner’s settings and your local consumer protection laws. Please review the cancellation policy shown during the booking process.

3.3 No-Show Policy

If you do not attend your appointment at the scheduled time and do not cancel in advance (a “No-Show”), the Business Owner may treat the booking as completed and no refund will generally be issued.

3.4 Rescheduling Appointments

  • Where enabled by the Business Owner, you may request to reschedule an appointment to a new date or time instead of canceling.
  • Rescheduling requests must be made within the allowed window shown on the booking page.
  • If you reschedule outside the permitted window, the Business Owner may treat the request as a late cancellation or no-show.

3.5 Service Quality or Dissatisfaction

If you are dissatisfied with a service you received, you should first contact the Business Owner directly to discuss your concerns and possible solutions (such as a partial refund, discount, or re-service).

In cases involving:

  • Clear service failure;
  • Fraud or unauthorized charges; or
  • Misrepresentation of the service,

you may contact BookKei at support@bookkei.com. While BookKei is not responsible for the service itself, we may, at our sole discretion, assist in reviewing the situation and facilitating communication between you and the Business Owner.

3.6 Non-Refundable Items

The following are generally non-refundable unless required by applicable law or explicitly stated otherwise:

  • Completed services and appointments already performed;
  • Gift cards, vouchers, and promotional credits once redeemed;
  • Custom or special-order services where the Business Owner has incurred costs;
  • Booking fees, platform fees, or payment processing fees, where shown separately.

4. Refunds for Business Owners (BookKei Subscriptions)

4.1 General Principle

Payments made by Business Owners for BookKei subscriptions, add-ons, or other platform services are generally non-refundable, except where:

  • Required by applicable law; or
  • Expressly stated in a written agreement between you and BookKei.

4.2 Free Trials and Initial Periods

  • BookKei may offer a free trial or discounted introductory period for certain plans.
  • At the end of a trial, your plan may automatically convert into a paid subscription unless you cancel before the billing date.
  • Charges incurred after the trial ends are typically not refundable.

4.3 Recurring Subscriptions

  • Subscriptions are billed in advance on a recurring basis (e.g., monthly or annually).
  • You may cancel your subscription at any time, but no refunds will be provided for partial billing periods already charged.
  • After cancellation, you will retain access to paid features until the end of the current billing cycle, unless we terminate your access for cause (for example, fraud or misuse).

4.4 Upgrades and Downgrades

  • Upgrades: If you upgrade your plan mid-cycle, the additional charge may be applied on a pro-rated basis. These fees are not refundable.
  • Downgrades: If you downgrade your plan, the change typically takes effect at the next billing cycle. We do not usually issue refunds or credits for the remaining time on your higher-tier plan.

4.5 Exceptional Cases

In rare cases (for example, technical issues that substantially prevent the normal use of the platform), BookKei may, at its sole discretion, issue a partial or full refund or provide account credits. Any such decision is voluntary and does not create an obligation to offer refunds in similar situations.

5. Refund Process & Timelines

5.1 How Refunds Are Processed

  • Where a refund is approved, it will generally be issued to the original payment method used for the transaction (for example, the same card or wallet).
  • In some cases, we may provide store credit or a rebooking option instead of a monetary refund, especially for Client bookings.
  • If the original payment method is no longer valid, please contact us to discuss alternatives, understanding that additional verification may be required.

5.2 Timeframes

  • Once a refund is initiated by BookKei or the Business Owner, it may take 5–10 business days for the amount to appear in your account, depending on your bank or payment provider.
  • Any delays caused by banks, card issuers, or third-party payment processors are outside our control.

5.3 Third-Party Payment Processors

BookKei uses secure third-party payment processors (such as Stripe, PayPal, or similar services). Refunds are subject to the rules and procedures of these providers. In some cases, processing or transaction fees charged by the payment provider may be non-refundable.

6. Chargebacks & Disputes

If you dispute a charge directly with your bank or card issuer (a “chargeback”) without first contacting us, the process can be slower and may result in additional fees. We strongly encourage you to contact BookKei and/or the Business Owner first to attempt a resolution.

  • If a chargeback is initiated, we may suspend or terminate the relevant BookKei account until the dispute is resolved.
  • We reserve the right to dispute any chargeback that we believe is not valid or is inconsistent with this Policy or with documented service records.

7. Fraud, Abuse & Misuse

BookKei reserves the right to refuse or revoke a refund if we have reason to believe that:

  • The request is fraudulent, abusive, or made in bad faith;
  • There has been a violation of our Terms & Conditions or other policies;
  • The same user has previously claimed multiple refunds under suspicious circumstances.

In such cases, we may also restrict access to the platform, close accounts, or take other appropriate measures.

8. Local Consumer Rights

Nothing in this Policy is intended to limit or exclude any rights you may have under applicable consumer protection laws in your country, state, or region. If such laws grant you stronger rights than those described here, those legal rights will prevail.

9. How to Contact Us

If you have questions about this Refund Policy or would like to request a refund in accordance with the terms above, please contact us using the information below:

JKZ NETWORK – BookKei
Puerto Plata, Dominican Republic
Email: support@bookkei.com

10. Changes to This Refund Policy

We may update or modify this Refund Policy from time to time to reflect changes in our practices, services, or legal requirements. When we make material changes, we will update the “Last Updated” date at the top of this page and, where appropriate, provide additional notice (for example, by email or in-app notification).

We encourage you to review this Policy regularly. Your continued use of BookKei after any changes means that you accept the updated Refund Policy.