Refund policy

Return and Refund Policy

Last updated: August 4, 2026

Empire Platforms LLP, doing business as Empire and EmpireKeep (“EmpireKeep,” “we,” “us,” or “our”), provides digital services, consultations, software access, business tools, and related professional support.

Because our offerings are digital or service-based, physical returns do not apply. This policy explains when an order may be cancelled, refunded, credited, or rescheduled.

Cancellation Before Service Begins

You may request cancellation within 7 calendar days of purchase, provided that:

  • Your consultation or service has not been completed;

  • Personalized work has not materially begun;

  • Account access or digital materials have not been substantially used;

  • Reports, deliverables, or customized documents have not been prepared; and

  • The purchase was not otherwise identified as non-refundable before checkout.

Eligible cancellations will generally receive a full refund to the original payment method.

Services That Have Already Begun

A service is considered to have begun when one or more of the following occurs:

  • A consultation has been delivered;

  • Personalized analysis, preparation, onboarding, or support work has begun;

  • Customized reports, files, records, or deliverables have been created;

  • Account access or paid digital features have been activated and substantially used;

  • Information submitted by you has been reviewed or processed for the purchased service; or

  • A third-party fee has been incurred specifically for your order.

Once a service has materially begun, the order is generally non-refundable. We may, at our discretion, offer a partial refund or account credit based on the portion of the service that has not yet been performed.

This does not limit any refund, cancellation, or consumer right that cannot legally be excluded.

Consultations and Appointments

You may request that a scheduled consultation be rescheduled by contacting us before the appointment time.

If you miss a scheduled consultation without notice, we may treat the consultation as delivered or allow one rescheduling at our discretion.

Repeated missed appointments, late cancellations, or failure to provide requested information may affect refund or rescheduling eligibility.

Digital Products and Account Access

Digital products, downloadable materials, reports, templates, and immediately accessible account features are generally non-refundable after access has been provided or the content has been downloaded, viewed, generated, or substantially used.

Where applicable law provides a mandatory cancellation or withdrawal right, that right will continue to apply.

Incorrect, Duplicate, or Unauthorized Charges

Please contact us promptly if:

  • You were charged more than once for the same order;

  • You were charged an incorrect amount;

  • You do not recognize a transaction;

  • You purchased the wrong service by mistake; or

  • You believe a payment was processed without authorization.

We will investigate the transaction and correct any verified billing error.

Service Issues

If we are unable to provide a purchased service, we may offer one or more of the following:

  • A replacement service;

  • Rescheduling;

  • Additional support;

  • An account credit;

  • A partial refund; or

  • A full refund.

The appropriate resolution will depend on the circumstances and the portion of the service already delivered.

Customer-Provided Information

You are responsible for providing accurate, complete, and timely information required to perform the service.

Refunds might not be available where a delay or inability to complete the service results from:

  • Missing or inaccurate information;

  • Failure to respond to reasonable requests;

  • Failure to attend a scheduled appointment;

  • Failure to provide necessary documents; or

  • Circumstances outside our reasonable control.

We will make reasonable efforts to help you continue or reschedule the service.

How to Request a Refund or Cancellation

Send your request to:

Email: support@empirekeep.com
Alternative email: empirekeep@empireplatforms.com
Telephone: +91 91 2450 9022

Please include:

  • Your full name;

  • Order number;

  • Email address used at checkout;

  • Service purchased; and

  • Reason for the request.

Submitting a request does not automatically guarantee approval. We will review the request based on this policy, the status of the service, and applicable law.

Approved Refunds

Approved refunds are issued to the original payment method whenever possible.

After a refund is approved, it may take approximately 5 to 10 business days for the amount to appear in your account. Processing times are controlled by the payment provider, card network, and financial institution.

Currency conversions, international transaction charges, or bank fees imposed by third parties may not be refundable by EmpireKeep.

Chargebacks and Payment Disputes

We encourage you to contact us before initiating a payment dispute so that we have an opportunity to review and resolve the issue.

Nothing in this policy prevents you from exercising rights available through your card issuer, payment provider, or applicable law.

No Physical Returns or Exchanges

EmpireKeep does not ordinarily sell or ship physical goods. Therefore:

  • No return shipping is required;

  • No physical return address is provided for digital services;

  • Product exchanges do not ordinarily apply; and

  • Service changes are handled through cancellation, rescheduling, credit, or support arrangements.

Consumer Rights

This policy does not exclude, restrict, or modify any mandatory consumer rights available under applicable law.

Where local law gives you stronger cancellation, withdrawal, refund, or remedy rights, those rights will apply.