This policy sets out how cancellations and refunds are handled for KEICALL's rental service, in line with our pricing and payment structure.
Core Principle
Before the start date, you may cancel and receive a full refund. On or after the start date, cancellation, termination, and refunds are generally not available.
The "start date" is the usage start date you specify at order (the first day you use the device). It is different from the order date (payment date).
Cancellation Before Start
If you contact us by the day before your start date, we cancel the order and refund the full amount you paid.
If the device has already shipped, we refund after we confirm its return. Actual costs such as outbound/return shipping may be borne by you.
Short-Term Rentals (Prepaid)
Day-based short-term rentals are paid in full at order. After use begins, no pro-rated refund is given for cancellation or early return.
Monthly Plans (Subscription, Auto-Renewal)
For monthly plans, the number of prepaid months you select (1–24, with a discount based on the number of months) is charged by card at order, and your subscription (auto-renewal) starts with your first order. After the prepaid period ends, the regular monthly rate is charged automatically on the 15th of each month until you cancel.
You may request cancellation anytime from My Page. After your request, no further recurring charge is made, and the contract ends on your service end date (the prepaid expiry date if you cancel during a prepaid period; otherwise the last day of the month containing the stopped charge date). Fees already paid (including prepaid amounts) are non-refundable, but you can keep using the service until the end date. Please return the device by the end date.
Our Fault / Defects
If you could not use the Service due to an initial defect, our handling error, or another cause attributable to us, we provide a replacement or a corresponding refund even after use has begun.
Causes not attributable to us—such as being outside the coverage area, signal conditions, or speed throttling (fair-use policy)—are not eligible for a refund.
Refund Method
Refunds are processed back to the credit card used for payment. The refund is made through your card issuer, and when it appears on your statement varies by issuer.
Contact
To request a cancellation or refund, contact support@keicall.com (TEL 03-4400-9771).