Refund policy
Who you buy from. Purchases are processed by Lemon Squeezy, LLC, our merchant of record. Lemon Squeezy takes the payment, issues your receipt and any VAT invoice, and pays refunds back to your card. The software, the subscription and everything behind them are made and supported by Kevin Wilkinson trading as KeyFall Piano™, United Kingdom.
Fourteen days, no questions
If you change your mind about any purchase — the annual subscription (the first year and every renewal), a theme, a theme pack or a bundle — tell us within 14 days of the charge and we refund it in full. You do not have to give a reason. The refund goes back to the card or account you paid with, usually within 5 to 10 working days of our reply.
What happens after a refund: a refunded subscription ends straight away (the free Grade 1 and its rewards stay yours; themes earned in Grades 2–8 rest until you subscribe again). A refunded theme or pack is taken off your account and the app, unless you earned that theme by playing or another purchase of yours still includes it. A part refund changes nothing by itself: we look at it by hand. Nothing else changes.
After fourteen days
- The annual subscription is paid a year at a time. After the 14 days we do not refund part-years, but you can cancel at any time — from the account page in the app or the link on your Lemon Squeezy receipt — and you keep everything until the end of the year you paid for. Cancelling stops the next renewal.
- A renewal you did not mean to make: tell us within 14 days of the renewal charge and we refund it in full, as above.
- Themes, packs and bundles are yours for good and are not refundable after the 14 days, unless faulty (below).
If something is faulty
If the app or something you bought does not work as described and we cannot put it right within a reasonable time, you are entitled to a repair, a replacement, a price reduction or a refund. This is your right under the Consumer Rights Act 2015 and nothing in this policy takes it away. Write to us with what went wrong; the in-app Report a problem button sends us the details that help.
How to ask
Email support@keyfallpiano.com from the email address you bought with, and include the order number from your Lemon Squeezy receipt. We answer within two working days. If you would rather not email, the link on your Lemon Squeezy receipt opens the same request.
Please ask us before asking your bank for a chargeback — we can usually sort it out faster.
Things that are free
The free week and Grade 1 cost nothing, so there is nothing to refund. A licence key you were given as a gift can be refunded only to the person who paid for it.
Your rights
This policy sits on top of your legal rights, not in place of them. Consumers in the UK can get free advice from the Citizens Advice consumer service; consumers in the EU have the same 14-day right of withdrawal, which this policy meets in full.
Kevin Wilkinson trading as KeyFall Piano · 41 High Street, Langford, Biggleswade, Bedfordshire, SG18 9RU, United Kingdom · support@keyfallpiano.com