Deposit and refund policy

The short version: a deposit on Kept is a hold on your card, not a charge. Show up and it is released. Cancel 24 or more hours before and it is released in full. If you do not show up, it is kept.

Holds and charges are different things

When you commit to a plan, we ask your card issuer to place a hold, also called a pre-authorization, for the deposit amount. A hold reserves the amount. It is not a payment, and no money moves. When a hold is released, it simply stops. That is why we say a hold is released, not refunded.

A charge is a real payment. Charges happen only in the cases this policy lists: the price of a paid plan, a deposit that is kept, or a subscription. When a charge is reversed, it is refunded.

Card payments are processed by Stripe. We never see or store your full card number.

Your deposit, case by case

• You show up and check in: the hold is released in full.
• You cancel 24 or more hours before the start time: the hold is released in full.
• You cancel less than 24 hours before: 50% of the deposit is kept and the rest is released. If someone from the waitlist takes your spot, the whole hold is released.
• You do not show up and do not cancel: 100% of the deposit is kept.
• The host cancels: every hold is released in full, automatically.
• The plan is cancelled for weather: every hold is released in full, automatically.
• The plan does not reach its minimum number of people: every hold is released in full, automatically.

The deposit amount is shown on every plan before you commit. Your reliability level can change it: Trusted members commit half the usual amount, and members with a pattern of no-shows commit double.

Where kept deposits go

When a deposit is kept, 50% goes to the host, because they booked a space for you, and 50% goes to Kept.

Paid plans

Some plans have a price that covers the thing itself, such as court fees, a dinner seat or lanes. The price is shown before you commit.

• The price is charged when the plan happens.
• If you do not show up, you still pay the price, because the spot was held for you and the cost was committed on your behalf.
• If you cancel 24 or more hours before, you do not pay the price.
• If the host cancels, the plan is cancelled for weather, or it does not reach its minimum, you do not pay the price. If you were already charged, the charge is refunded in full.
• The platform fee on a paid plan is refunded whenever the price is refunded.

Subscriptions

Kept Plus, Host Pro and Venue subscriptions renew until you cancel. You can cancel any time; your subscription runs to the end of the period you paid for and then stops. We do not refund partial periods, except where the law requires it or where we made a mistake.

Promoted plans

Promoted days are charged when the promotion starts. If the plan is cancelled before a promoted day begins, that day is refunded.

How long things take

We release holds and send refunds straight away. How long your bank takes to show the change is up to your bank. Released holds usually disappear within a few days. Refunds usually appear within 5 to 10 business days.

Mistakes and disputes

If you were marked absent but you were there, or charged when you should not have been, tell us from the plan or write to support@keptplans.com within 30 days. A person will look at the check-in record and the plan details and put it right. Please contact us before disputing a charge with your bank; it is almost always faster.

Changes to this policy

If we change these rules, we will update this page and the date at the top. Changes never apply to plans you had already committed to.