We want every call you make on Keen to be a satisfactory experience. If it isn't, we'll credit your Member account for the amount of the call, up to a limit of £25.

To receive a refund, we ask that you do the following:

• Leave detailed, written feedback on the Member's feedback page describing why the call was unsatisfactory.
• Give the Member a one-star feedback rating.
• Fill out and submit our Customer Support form within seventy-two (72) hours of the call for which you'd like to be credited. Please include the call's time, date and amount.

We will review your claim and reserve the right to credit your Member account, either partially or in full, for the transaction. We reserve the right to refuse a refund.

For us to credit your Member account, you must have a registered credit card on Keen. We will not credit your Member account for the initial five pounds sterling (£5) you received as a new Member if you joined Keen prior to 3 April 2001. Member account credits are made in Keen Dollars and are useable for future calls. We will reimburse up to one unsatisfactory call per month.