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Legal

Refunds, cancellations and complaints

Last updated 20 September 2026.

This policy covers our paid packages, Premium and Featured (see Pricing). They are delivered by ToolVerified and sold through Kelviq, our Merchant of Record: Kelviq takes the payment, issues the receipt and invoice, and carries out any refund to your original payment method. You ask us, we decide under this policy, and Kelviq pays it out. Submitting and getting a free listing costs nothing, so there is nothing to refund there. Payment is only taken after a listing has been approved, so a rejected submission is never charged in the first place.

Shipping and delivery

Packages are digital services. Nothing is shipped, so there are no shipping options, charges or delays, whether you are in Pakistan or ordering internationally; the service is the same everywhere. A package is delivered by switching it on for your listing. That happens automatically, usually within a minute and at most within one hour of Kelviq confirming your payment: the dofollow link, Premium tag and analytics become active and the featured days start counting from that moment. You get an order confirmation email with the order number, what was activated and the featured dates. If nothing has activated one hour after a confirmed payment, tell us (see Complaints below) and we will activate it by hand the same business day, or refund it.

Cancellation

Before you pay, you can cancel at any time by leaving Kelviq's checkout page; nothing is charged and your listing is unchanged. Because a package is delivered the moment the payment is confirmed, an order cannot be cancelled after payment. What you can ask for after payment is set out below.

We refund for service failures

If we did not deliver what you paid for, you get your money back:

  • A featured slot that never ran: you paid for a homepage or category run and it did not start, or was cut short, for a reason on our side. We refund the package in full if nothing ran, or the featured part if the permanent parts (link, tag, analytics) were delivered.
  • A dofollow link, Premium tag or analytics that never switched on after a confirmed payment, and that we could not put right within 2 business days of you telling us.
  • A duplicate charge, or a payment taken twice by mistake.

We do not refund

  • Change of mind after the package is active. The permanent parts switch on the moment the payment confirms, so the product is delivered at that point.
  • Results. We sell a link, a tag, analytics and a labelled placement, not traffic, rankings, clicks or sales.
  • Sharing the row. When more tools are featured than the row shows at once, it rotates through them; your run still counts from the moment you paid, for the full number of days. Rotation is not a failure to deliver.
  • A listing that is removed, or set to nofollow, for breaking our rules (spam, malware, adult content, misrepresentation, a link that no longer points at the product submitted, and the rest of section 9 of the Terms).
  • A featured run that has already completed.

How a refund is paid, and how long it takes

Email [email protected] with your order number (it is in your confirmation email and on your account page). We reply within 2 business days and tell you whether the refund is approved. Approved refunds are issued within 7 business days of approval, through Kelviq as Merchant of Record, to the card or account you paid with; we cannot refund to a different card. Depending on your bank, the money can take a further 5 to 10 business days to appear on your statement. Refunds are for the amount you paid, in USD; any currency conversion on the way back is your bank's.

Complaints

If something is wrong with an order, a listing, or how you were treated, we want to hear it. Contact us by any of these:

Customer service hours: Monday to Friday, 10:00 to 18:00.

What happens next:

  1. We acknowledge your complaint within 2 business days and give you a reference.
  2. We investigate and give you a decision, with reasons, within 10 business days of receiving it.
  3. If you disagree with the decision, reply and ask for escalation. A different person reviews it and answers within a further 10 business days. That answer is our final position.

None of this takes away any right you have to raise a dispute with your card issuer or bank, to contact Kelviq directly as the seller of record for the payment, or to go to the consumer protection authority or courts in your country.