Refund Policy

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

1. Introduction & Corporate Relationship — how this affects billing

Key Solutions is the operating company that provides technology services including: AI & ML, IoT Applications, Chatbots, Blockchain, Hi-Tech Product Prototyping, Design Engineering, Software Development, Web App Development, Mobile App Development, Microsoft Development, Front-end Development, Data Engineering, Cloud & Infrastructure, and Corporate IT Security.

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.

For operational convenience and consistency of invoicing, invoices for transactions processed through marlinhost.com may be issued in the name of Key Solutions even when the online sale was placed via marlinhost.com. In all such cases the following applies:

  • The contractual party for the provision of services will be whichever legal entity is specified on the invoice and/or the service agreement (the “Contracting Entity”).
  • Payments received via marlinhost.com for retail products may be processed through MarlinHost’s payment infrastructure but invoiced under Key Solutions when the invoice names Key Solutions as the supplier. The Contracting Entity on the invoice has responsibility for refunds or disputes under these policies.
  • If there is any difference between the website sale record and the invoice, the invoice / service agreement governs the legal relationship and refund entitlement.

Applicability to marlinhost.com purchases: Any purchase, sale, or transaction made via marlinhost.com shall be governed by and subject to this Refund Policy where the invoice or service agreement indicates Key Solutions or MarlinHost as the Contracting Entity. For additional legal terms that apply to online sales through MarlinHost, please refer to: https://marlinhost.com/support/legal.php.

2. Scope

This Refund Policy applies to all payments and products invoiced by Key Solutions or MarlinHost including but not limited to: professional services, development projects, and retail/hosted products sold via marlinhost.com (Domain registrations & renewals, Web Hosting, Email Services, SSL Certificates, Website Builder subscriptions).

3. General Rule — conservative default

Except as expressly provided below, all payments are non-refundable. Digital products and services frequently involve irreversible third-party charges, licensing allotments, immediate provisioning of server capacity, and work performed by technical staff — therefore refunds are strictly limited to the exceptions set out below.

4. Timeframes for requests

  • All refund requests must be submitted in writing to [email protected], [email protected].
  • Requests for refunds arising from duplicate payments, technical payment errors or inability to deliver must be made within 7 (seven) working days of the transaction date. Requests later than 7 days will be considered only in exceptional circumstances and at our sole discretion.

5. Exceptions where refunds may be considered (strict & limited)

Refunds will be considered only for the following strictly defined events (subject to verification):

A. Duplicate Payment — verified duplicate transactions for the same invoice/service. Evidence required: bank/card statement showing duplicate debit and invoice numbers. Refund limited to duplicate amount less gateway charges.
B. Technical Payment Error — where a payment attempt failed but funds were debited. Evidence required from customer bank or payment gateway.
C. Service Non-Availability — where the Company cannot deliver the purchased service for reasons solely attributable to the Company and no acceptable alternative can be provided. This does NOT cover limited feature dissatisfaction or change requests.

If approved, eligible refunds will be processed to the original payment method within 7–15 business days after verification and will be net of any bank/payment gateway charges and any Non-recoverable Third-Party Costs (see Section 7). Refunds are always credited back to the source of payment; we do not transfer refunds to third-party accounts.

6. Retail / Hosted Products (domains, hosting, email, SSL, website builder)

These products are sold online via marlinhost.com and follow stricter refund rules:

  • Domain Registrations & Renewals: Domain registration charges are non-refundable once the registrar has registered the domain. If cancellation is requested before registration, a flat administrative deduction of INR 300 + registrar fees will apply; any balance will be refunded.
  • Monthly Hosting Plans: No refund for partial months. Termination will take effect at the end of the current billing cycle unless otherwise agreed. Setup fees are non-refundable (typical setup fee: INR 250).
  • Annual Hosting / Prepaid Plans: Refunds (if any) will be calculated pro-rata for unused portion of the term less a 20% administrative fee (minimum INR 500) and less Non-recoverable Third-Party Costs. Promotional or discounted plans may have special non-refund terms.
  • Email Services & Website Builder: No refund for partial months; annual plans follow the same pro-rata minus 20% admin fee rule.
  • SSL Certificates: SSL fees are non-refundable once certificate issuance has begun. If cancellation is requested prior to issuance, INR 300 or vendor charges may be deducted.

7. Non-recoverable Third-Party Costs & Payment Fees

Refunds, if approved, will be reduced by any non-recoverable third-party costs incurred by the Company (registrar fees, license fees, marketplace fees) and by any bank or gateway charges the Company cannot recover. The Company will identify such costs for the client and provide supporting invoices where appropriate.

8. Professional Services (software & projects)

  • No refunds once work has commenced. Work Commenced is the earliest of: first code commit or file upload, server provisioning, domain registration, issuance of licenses/API keys, or any irreversible action recorded in project logs.
  • Non-Refundable Deposit: A non-refundable deposit of 20% of the project value is required to confirm start dates and resource allocation.
  • Cancellation after commencement: If the client terminates after work has commenced, the client is liable to pay for work performed (time & materials) plus any Non-recoverable Third-Party Costs and no refund will be issued for amounts already consumed. Any refundable balance (if any) will be calculated at our sole discretion and will be reduced by administrative fees (see Cancellation Policy for details).

9. Chargebacks & Disputes affecting refunds

  • If a client initiates a bank chargeback or payment reversal before the Company has had an opportunity to investigate, the Company will contest the chargeback. The client will be liable for any chargeback fees, collection costs and legal fees arising from an unjustified chargeback.
  • Clients are requested to contact [email protected] prior to initiating chargebacks so disputes can be resolved without service disruption.

10. How to request a refund

To request a refund, send the following to [email protected]:

  1. Client name and contact details;
  2. Invoice / Order ID;
  3. Bank/card statement highlighting the transaction;
  4. Clear description of the reason and supporting documents;
  5. Preferred refund recourse (credit to card/bank).

We will acknowledge within 3 business days and respond with a decision within 7–15 business days depending on complexity.

11. Records, Data & Backup

Clients are responsible for their own backups. On approved refunds or terminations the Company may terminate access and permanently delete data after a retention period of 30 days unless prior written arrangements are made.

12. Limitation of Liability & Indemnity

The Company’s aggregate liability for any refund claim shall not exceed the amount actually paid by the Client for the specific service in question. The Client agrees to indemnify the Company against any losses resulting from wrongful chargebacks, false claims or misrepresentations.

13. Governing Law & Dispute Resolution

These policies are governed by the laws of India. Parties shall first attempt to resolve disputes in good faith; unresolved disputes will be referred to mediation and, failing that, the exclusive jurisdiction of the courts of ludhiana, Punjab, India (unless the invoice identifies a different contracting entity and jurisdiction).

14. Miscellaneous & Amendment

We may amend this Refund Policy at any time; material changes will be posted and notified by email to active customers. Publication on keysolutions.in and marlinhost.com constitutes notice.

15. Contact & Notices

Key Solutions / MarlinHost
Email: [email protected], [email protected]