Refund Policy

1. Overview

This policy is operated by Key Haven Crypto Recovery ("KeyHaven"). It sets out the full refund treatment of every fee associated with a KeyHaven engagement. There are exactly two fees: an assessment fee and a success fee. No other fee is charged under any circumstances.

This policy is to be read alongside the Terms of Service, which govern the engagement as a whole. In the event of a conflict, the Terms of Service take precedence.

2. Assessment Fee: Not Refundable Once Work Commences

The assessment fee compensates for a genuine technical examination of your case. This work includes analysis of the submitted wallet file or other material, testing against known constraints, characterisation of the recovery problem in its technical specifics, and production of a written assessment report that includes a probability estimate and a formal recommendation. This work is performed regardless of whether a recovery attempt subsequently succeeds or fails.

Accordingly, the assessment fee is not refundable once assessment work has commenced.

The two exceptions to this rule are as follows:

• Out-of-scope or erroneously accepted case. If KeyHaven determines, before commencing assessment work, that the submitted case falls outside the scope of our services or that the case was accepted in error, a full refund of the assessment fee will be issued within 2 business days of that determination. KeyHaven will notify you promptly if this applies.
• Client cancellation before commencement. If you notify KeyHaven in writing that you wish to cancel the engagement before assessment work has commenced, a full refund of the assessment fee will be issued within 2 business days of receipt of your cancellation notice. "Commenced" means the point at which a KeyHaven analyst has begun active examination of submitted materials, which KeyHaven will confirm to you in writing.

In all other circumstances, no refund of the assessment fee is available, including where a client decides not to proceed to a recovery attempt following receipt of an adverse assessment.

3. Assessment Fee Credit Against Success Fee

Where a recovery attempt proceeds and results in successful recovery of access, the assessment fee already paid is credited in full against the success fee invoice. You do not pay both fees in their full stated amounts. Your total payment on a successful engagement is: success fee minus assessment fee already paid.

Example: if the assessment fee is $500 and the success fee on a fully recovered wallet is $3,000, your final invoice is $2,500, not $3,500. The assessment fee is not a separate, additional charge on top of the success fee.

4. Success Fee: No Charge on Failure

The success fee is invoiced only upon successful recovery of access to the wallet. "Successful recovery" means KeyHaven has restored the client's ability to authenticate to and access the wallet, as confirmed in writing by KeyHaven and acknowledged by the client.

If recovery does not succeed, no success fee is charged. You will receive the written assessment report at no additional cost; it represents the full deliverable of the assessment phase.

There is no partial success fee for a partial recovery result (for example, access to a portion of funds in a wallet containing multiple accounts) unless this is explicitly agreed in the written service agreement before the recovery phase begins. If no such agreement is in place, the fee treatment is binary: full success fee on full access recovery, no fee on any lesser outcome.

5. No Other Fees

KeyHaven commits, unconditionally and without exception, to charging no fee other than the assessment fee and the success fee described in this policy. There is no "release fee," no "gas fee," no "tax payment," no "unlock fee," no "verification fee," no "insurance bond," and no other charge of any description, at any stage, before or after recovery.

Any request for a payment not described in this policy is fraudulent and is not being made on behalf of KeyHaven. If you receive such a request from any party claiming to act for KeyHaven or to assist in your case, do not pay. Report it to us immediately at [email protected] and, if appropriate, to your national financial regulator.

This commitment applies equally after a successful recovery. Receiving access to a recovered wallet does not trigger any further fee, release payment, or other charge. The success fee invoice issued at the time of recovery is the final and only remaining obligation.

6. Payment Method and Timing

The assessment fee is invoiced and payable before assessment work commences. The success fee is invoiced upon confirmation of successful recovery. Both fees are payable by the methods specified in the service agreement. Where payment terms are not separately specified, payment is due within the period stated on the invoice.

KeyHaven does not accept cryptocurrency as payment for its fees, except where this is explicitly agreed in writing in the service agreement. Fee payment and the assets held in the recovered wallet are entirely separate; KeyHaven does not retain custody of any assets in a recovered wallet.

7. Billing Disputes

If you believe you have been charged an incorrect amount or a fee not described in this policy, contact us at [email protected] within 30 calendar days of the disputed charge. Include the date, amount, and nature of your concern. We will acknowledge your inquiry promptly and provide a substantive response within 2 business days.

Raising a billing dispute does not automatically suspend your obligation to pay undisputed fees. If a charge is found to be erroneous following investigation, the relevant amount will be refunded promptly.

8. Governing Law

This Refund Policy is governed by the laws of Texas, United States and is to be read in conjunction with the Terms of Service and pricing published on this website.

9. Contact

For questions about this policy, contact us at: [email protected].