Cancellation Policy

Effective Date: 25 Oct 2025
Company Names: Key Solutions (operating brand) & MarlinHost (Parent Company)
Primary Contact (billing/support): [email protected], [email protected]

1. Purpose & Application

This Cancellation & Chargeback Policy explains cancellations, administrative cancellation fees, the Company’s stance on chargebacks, and the consequences of initiating chargebacks or disputes improperly. These rules apply to all services and products invoiced by Key Solutions or sold via marlinhost.com where Key Solutions appears on the invoice.

MarlinHost (https://marlinhost.com), operated by Key Solutions (https://www.keysolutions.in), provides domains, hosting, email, and IT services. As a verified WHOIS reseller under Newfold Digital.

Applicability to marlinhost.com purchases: Any purchase, sale, or transaction made via marlinhost.com shall be governed by and subject to this Cancellation & Chargeback Policy where the invoice or service agreement indicates Key Solutions or MarlinHost as the Contracting Entity. For online sale legal terms specifically applicable to marlinhost.com, see: https://marlinhost.com/support/legal.php.

2. Definitions

  • Work Commenced: the earliest of: first code commit, file upload, server provisioning, domain registration, license issuance, or any irreversible action.
  • Effective Cancellation Date: the date on which the Company confirms cancellation in writing.
  • Administrative Cancellation Fee: fee retained by the Company on cancellation to cover processing and administrative costs.
  • Non-recoverable Third-Party Costs: fees from registrars, license vendors, payment gateways and other suppliers.

3. How to cancel

  • Cancellation requests must be in writing to [email protected] and include Client name, invoice/order ID, service description, reason for cancellation and desired Effective Cancellation Date.
  • The Company will acknowledge receipt within 3 business days and confirm the Effective Cancellation Date within 7 business days.

4. Cancellation by Client — before Work Commenced

If the Client cancels before Work Commenced:

  • The Company will retain an Administrative Cancellation Fee equal to 20% of the total order value or INR 2,000 (whichever is higher), plus any Non-recoverable Third-Party Costs (registrar or licence fees).
  • The balance will be refunded to the original payment method within 7–15 business days after verification and deduction of gateway charges.

5. Cancellation by Client — after Work Commenced

If the Client cancels after Work Commenced:

  • The Client shall be liable to pay:
    a. All charges for Services performed up to the Effective Cancellation Date (time & materials where applicable);
    b. An Administrative Cancellation Fee equal to 50% of the remaining contract value (minimum INR 10,000); and
    c. Any Non-recoverable Third-Party Costs.
  • The Company will invoice the Client for outstanding amounts. Outstanding invoices become immediately due and payable. No refunds will be issued for amounts already consumed.

6. Subscription & Hosting-specific cancellation rules

  • Monthly Hosting: cancellations effective at the end of the billing period; setup fees non-refundable.
  • Annual Hosting/Prepaid Plans: cancellation may be eligible for pro-rata refund less a 20% administrative fee (minimum INR 500) and less Non-recoverable Third-Party Costs. Early cancellations mid-term do not entitle the client to a full refund.
  • Maintenance / Support Subscriptions: annual plans may be cancelled but refunds (if any) will be pro-rata less 20% admin fee and any third-party costs.

For online sale legal terms specifically applicable to marlinhost.com, see: https://marlinhost.com/support/legal.php.

7. Cancellation by Company

For Cause: The Company may suspend/terminate immediately if the Client:

  • materially breaches any agreement and fails to cure within 7 business days after notice;
  • uses the Services for illegal, fraudulent or abusive activities; or
  • defaults on payment.

In such cases, the Client remains liable for all accrued fees and the Company may recover reasonable costs incurred as a result of termination.

For Convenience: The Company may terminate for convenience with 30 days’ written notice and refund prepaid fees for undelivered Services less Non-recoverable Third-Party Costs and a 10% administrative handling fee.

8. Chargebacks, Payment Disputes & Contested Transactions

  • Prohibition on premature chargebacks: Clients must not initiate chargebacks, reversals or disputes with their bank while the Company is investigating a cancellation/refund request. Initiating chargebacks in violation of this policy may lead to suspension of services and recovery action.
  • Chargeback Defence: The Company will contest illegitimate chargebacks. If a chargeback is reversed in the Company’s favour, services may be restored only after cleared payment and any reinstatement fees are paid.
  • Chargeback Fees & Costs: If a chargeback is found to be without justification, the Client will be liable for chargeback fees, collection costs, legal fees, and any other expenses incurred by the Company in connection with recovery. These costs will be invoiced and due immediately.
  • Evidence & Cooperation: In any disputed chargeback the Client agrees to cooperate and to provide requested records. The Company will provide the bank/payment processor with evidence (invoices, delivery logs, project logs, IP addresses, support transcripts) to defend the transaction.

9. Suspension of Services during disputes

  • While a chargeback or refund/ cancellation is under investigation, the Company reserves the right to suspend access to services. Suspension will not affect the Company’s right to collect outstanding fees or apply administrative charges.

10. Data & backup on cancellation

  • The Company will retain Client data for 30 days post cancellation. After that period the Company may permanently delete data and will not be responsible for any loss. Clients must export backups prior to Effective Cancellation Date.

11. Indemnity for wrongful chargebacks

  • The Client agrees to indemnify, defend and hold Company harmless from any claims, losses, damages, costs, or expenses (including legal fees) arising from wrongful chargebacks, unauthorised reversals, or misuse of the dispute process.

12. Limitation of Liability

  • The Company’s liability in respect of any cancellation or disputed transaction will be limited to the amounts actually paid by the Client for the specific Service in the 6 months prior to the Effective Cancellation Date. No consequential, punitive or special damages will be recoverable.

13. Force Majeure

  • The Company is not liable for delays or failures caused by events beyond its control (acts of God, network outages, third-party failure, regulatory actions). Cancellations arising from such events will be handled reasonably between parties.

14. Dispute Resolution

  • Parties shall first attempt amicable settlement within 14 days.
  • If unresolved, refer to mediation/conciliation by mutual agreement.
  • Failing mediation within 30 days, disputes shall be subject to the exclusive jurisdiction of the courts of Jalandhar, Punjab, India, and governed by Indian law.

15. Examples & Illustrations (for clarity)

  • Small logo website ordered for INR 10,000, cancelled before work: Admin fee = max(20% × 10,000 = 2,000, INR 2,000) → Company retains INR 2,000; refund INR 8,000 less any registrar/gateway fees.
  • Custom software project INR 3,00,000, cancelled after 20% work: Client pays for 20% work done (INR 60,000), plus cancellation fee 50% of remaining (50% × 2,40,000 = INR 1,20,000), total due = INR 1,80,000 (plus non-recoverable third-party costs).

16. Notices & Contact

All cancellation and dispute communications must be sent to:
[email protected] (primary)
For legal notices, send to the registered office address listed on the invoice.

17. Amendment & Publication

These policies may be amended; the version published on keysolutions.in and marlinhost.com with the Effective Date is binding on new orders. Existing clients will be notified of material changes by email.

Note: For online sale legal terms specifically applicable to marlinhost.com, see: https://marlinhost.com/support/legal.php.