REFUND POLICY

Effective date: August 26, 2025

Version: 1.0

Provider: Keshtay L.C.

Business ID: 7775148

Address: 8206 Louisiana Blvd NE, Ste A #4253, Albuquerque, New Mexico 87113, USA

Website: https://student-service.keshtay.com

This Refund Policy explains when Keshtay L.C. (“Keshtay”, “we”, “us”, or “our”) will issue refunds, how to request a refund, and the process and timelines that apply. This Policy supplements and is incorporated by reference into our Terms of Service. Where local mandatory consumer protection laws provide greater rights than those stated below, such local laws will govern and prevail.

Definitions

Core Services: Placement, application assistance and ancillary services Keshtay provides to prospective students applying to Partner Institutions.

Premium / Paid Services: Any service for which Keshtay charges a fee (including services for non-partner institutions), explicitly stated as paid on the Site or in a separate written agreement.

Third-Party Costs: Payments made to institutions, government entities, travel providers, or other third parties (even if arranged via Keshtay).

Services Overview

Keshtay provides a platform to assist students in applying to educational institutions, primarily Partner Institutions. We facilitate communication, documentation, and guidance during the application and enrollment process.

1. What we offer:

   • Assessment and advising to identify suitable Partner Institutions based on your profile.
   • Pre-arrival arrangements for students of Partner Institutions may include assistance with airline ticket coordination and accommodation arrangements (subject to Partner Institution policy and availability).
   • Post-arrival assistance may include airport pickup, obtaining a Malaysian phone number, campus visits, and assistance opening a Malaysian bank account (subject to local provider availability and your compliance with local rules).
   • Promotional benefit (subject to the rules below): two months after paying the first-year tuition for an eligible program and maintaining enrollment, the student may be eligible for a domestic airline ticket to a Malaysian island and a 2-night hotel reservation (subject to terms, availability, and eligibility).

2. Free vs. Paid:

   • Core Services are free of charge for applicants to Partner Institutions. Keshtay receives compensation from Partner Institutions in accordance with our commercial agreements.
   • If you apply to a non-Partner Institution, Paid Services and/or service fees may apply. Any paid services or fees will be disclosed to you in advance in writing and accepted by you before any work begins.

3. Third-Party Costs:

   • You are responsible for all Third-Party Costs unless Keshtay explicitly states otherwise in writing. Keshtay does not guarantee payment of tuition, visa, government, or third-party provider fees.

Refund Eligibility

1. Core Services:

   • Because Core Services are provided free of charge for applicants to Partner Institutions, no refunds are applicable for Core Services.

2. Paid Services:

   Refunds for Paid Services will be considered where one or more of the following apply (subject to the specific terms disclosed at time of purchase and local mandatory law):

   1. Keshtay materially failed to provide the Paid Service as described and you notify us within the time limits below; or
   2. Keshtay cancelled the Paid Service prior to performance; or
   3. Other circumstances expressly agreed in writing at the time of purchase.

3. Third-Party Fees:

   Fees paid to third parties are governed by the third party’s own refund policy. Keshtay is not responsible for third-party non-refunds. If a third party issues a refund to Keshtay, we will pass it on to you net of any non-refundable costs required to be retained by the third party.

4. Promotional Benefits and Conditional Offers:

   Promotional items (for example, the domestic airline ticket and hotel nights referenced on the Site) are conditional, subject to eligibility and provider terms, and do not give rise to a cash refund if you are later found ineligible. Where Keshtay has charged for a bundled paid service that included a promotional benefit and the promotional benefit is not provided for reasons within Keshtay’s control, Keshtay will offer remedy in accordance with the paid-service terms (refund, substitute benefit, or partial refund).

Time limits for refund requests

1. Paid Services:

   You must submit a refund request within 14 days from the date you became aware of the issue for services not performed as described, unless a different period is stated at the time of purchase or longer periods are required by mandatory local law.

2. Exceptional Cases / Local Consumer Law:

   Certain jurisdictions (for example, the EU) provide consumers with longer statutory cancellation periods (commonly 14 days from contract conclusion for distance contracts). Where such statutory periods apply, they will govern.

How to request a refund

1. To request a refund, provide the following to legal@keshtay.com or use the contact form at student-service.keshtay.com:

   • Your full name and contact details.
   • The email address or account used to register with Keshtay.
   • The invoice or order number for the Paid Service (if applicable).
   • A clear description of the reason for the refund request and any supporting evidence (screenshots, receipts, correspondence).
   • Preferred refund method (see Section 6).

We will acknowledge receipt of your request within 5 business days and will investigate promptly.

Refund processing and timing

1. Decision timeframe:

   • We will investigate and aim to resolve refund requests within 14 business days of receiving all required information. If we need more time, we will notify you and explain the reason.

2. Payment timeframe:

   • If a refund is approved, Keshtay will issue the refund within 14 business days of approval, unless a different timeframe is required by the third-party payment processor or by local law. The timing for the refund to appear in your account may vary by payment provider and bank.

3. Refund method:

   • Refunds will normally be issued by the original payment method. If that is not possible, we may issue refunds by bank transfer or other mutually agreed method.

4. Deductions and fees:

   • Refund amounts may be reduced by:
   1. Any non-refundable third-party fees already paid by Keshtay on your behalf;
   2. Reasonable administrative costs where permitted by law (Keshtay will not retain unreasonable fees and, unless required by law, will not normally retain more than 5% of the paid service fee as an administrative charge when cancelling or issuing a pro-rated refund); and
   3. Any transaction or banking fees charged by payment processors or banks which cannot be recovered.

Non-refundable items

1. Unless the purchase terms state otherwise or local law requires a refund, the following are typically non-refundable:

   • Tuition fees paid directly to educational institutions;
   • Government or embassy fees (visa application fees, consular fees);
   • Airline, hotel or accommodation charges subject to supplier cancellation rules;
   • Fees for services already fully performed in accordance with the paid-service agreement;
   • Digital content delivered with your prior express consent and where the performance began with your agreement to waive cancellation rights.

Chargebacks & disputes

1. If you initiate a chargeback or reversal with your card issuer before contacting Keshtay, we will still evaluate your refund request. If a chargeback is later reversed in our favor, you agree that Keshtay may seek collection or a payment remedy. Repeated or wrongful chargebacks may result in suspension of service and pursuit of legal remedies.

Refunds due to provider or partner cancellation

1. If a Partner Institution or third-party cancels a service or materially changes terms such that the core purpose of the paid service cannot be fulfilled, Keshtay will use reasonable efforts to obtain a refund from the provider and will pass any refunded amounts to you, net of costs retained by the provider and any reasonable administrative handling fee as set out in Section 6.4.

Governing law; mandatory consumer rights

1. This Policy is subject to the Terms of Service. Where local mandatory consumer protection laws provide greater rights or different processes (for example, statutory cooling-off periods, mandatory refund timelines, or disclosure obligations), those laws will apply and Keshtay will comply with such laws for users in those jurisdictions.

Changes to this Refund Policy

1. Keshtay may update this Refund Policy from time to time. When we make material changes, we will provide notice on the Site or by email to the address associated with your account where practicable. Continued use of our Site or Services after publication of a revised Refund Policy constitutes acceptance of the revised Policy.

How to Contact Us

1. If you have questions, complaints or requests relating to these Terms or our Services, contact:

   • Email: legal@keshtay.com (or use the contact form at https://student-service.keshtay.com)

Additional Resources & Related Policies

1. Privacy Policy:

   • https://student-service.keshtay.com/legal/privacy-policy (describes how we collect, use and protect personal data)

2. Terms Of Service:

   • https://student-service.keshtay.com/legal/terms-of-service (describes what you agree on when using our services)

Acknowledgment

By purchasing Paid Services from Keshtay or otherwise using our Site, you acknowledge that you have read, understood and accepted this Refund Policy.