1. Overview
At DMarket SaaS Services Ltd. ("DMarket," "we," "us," or "our"), we strive to ensure customer satisfaction with our digital marketplace solutions. This Refund Policy outlines the terms and conditions under which we process refund requests for our subscription-based services and other offerings.
By purchasing or subscribing to our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in addition to our Terms and Conditions.
2. Refund Eligibility
2.1 Subscription Services
Our refund policy for subscription services depends on the type of subscription and the timing of your refund request:
Monthly Subscriptions:
- You may cancel your monthly subscription at any time through your account settings or by contacting our customer support.
- When you cancel, you will continue to have access to your subscription until the end of your current billing period. No refunds will be provided for partial subscription periods.
- If you cancel within 48 hours of your initial subscription purchase and have not substantially used the services, you may be eligible for a full refund at our discretion.
Annual Subscriptions:
- For annual subscriptions, you may request a prorated refund within 14 days of purchase if you are not satisfied with our services.
- After the initial 14-day period, annual subscriptions are generally non-refundable except in specific circumstances outlined in section 2.3.
- If you cancel an annual subscription, you will not receive a refund for the unused portion of your subscription term, but you will continue to have access until the end of your paid subscription period.
2.2 One-Time Purchases
For one-time purchases of digital products or services:
- If the product or service has not been delivered or activated, you may request a full refund.
- For digital products that have been downloaded, accessed, or used, refunds are provided only if the product is defective or fails to function as advertised.
- Customization services or implementation work that has already begun is not eligible for a refund unless we have failed to deliver as specified in the service agreement.
2.3 Special Circumstances
We may consider refunds outside of the standard policy in the following situations:
- Technical Issues: If you experience significant technical problems that prevent you from using our services and our support team is unable to resolve these issues within a reasonable timeframe.
- Service Unavailability: If our services are unavailable for a substantial period (more than 24 consecutive hours) due to our fault.
- Billing Errors: If you have been charged incorrectly or multiple times for the same service.
- Material Changes to Services: If we make substantial changes to our services that significantly reduce functionality you rely on.
Each special circumstance refund request will be evaluated on a case-by-case basis.
3. Refund Process
3.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact our customer support team by emailing billing@dmarket-saas.com or by submitting a request through the contact form on our website.
- Provide your account information, including the email address associated with your account, your name, and the subscription or purchase details.
- Clearly state the reason for your refund request and include any relevant information or documentation that supports your request.
- If applicable, describe any troubleshooting steps you have already taken or any assistance you have received from our support team.
3.2 Required Information
When requesting a refund, please include the following information to help us process your request efficiently:
- Your full name and email address associated with the account
- Date of purchase or subscription start date
- Transaction ID or invoice number (if available)
- Subscription plan or product purchased
- Detailed reason for requesting a refund
- Any relevant screenshots or documentation
3.3 Response Timeline
We strive to process all refund requests in a timely manner:
- You will receive an acknowledgment of your refund request within 2 business days.
- We will review your request and provide a decision within 5-7 business days from the date of your request.
- If your refund is approved, the processing time for the refund to appear in your account depends on your payment method and financial institution, typically 5-10 business days.
4. Refund Processing
4.1 Refund Methods
Refunds will be processed using the original payment method used for the purchase:
- Credit or debit card payments will be refunded to the same card.
- PayPal payments will be refunded to your PayPal account.
- Bank transfers or other payment methods will be refunded via the original payment channel when possible.
In cases where the original payment method is no longer available or valid, we may request alternative refund details.
4.2 Processing Time
Once approved, refunds are typically processed within the following timeframes:
- Credit or debit card refunds: 3-5 business days for processing, plus 5-10 business days for the refund to appear on your statement (depending on your card issuer).
- PayPal refunds: 1-3 business days.
- Bank transfers: 5-10 business days.
Please note that while we process refunds promptly on our end, the time it takes for the refund to appear in your account is beyond our control and depends on your financial institution or payment provider.
4.3 Partial Refunds
In some cases, we may issue partial refunds:
- For prorated refunds based on usage or time elapsed
- When only certain components of a bundled service are eligible for refund
- When administrative or processing fees apply
The specific amount of any partial refund will be clearly communicated to you before processing.
5. Non-Refundable Items and Services
The following items and services are generally not eligible for refunds:
- Setup fees, implementation fees, or onboarding charges
- Custom development or customization services that have been delivered as specified
- Data migration services that have been completed
- Training sessions that have been conducted
- Subscriptions that have been active for more than 14 days (except in special circumstances)
- Add-on services or features that have been fully utilized
- Services canceled after the refund eligibility period
Additionally, we reserve the right to deny refund requests in cases of suspected fraud, abuse of our refund policy, or multiple refund requests from the same customer.
6. Trial Periods and Free Services
6.1 Free Trials
We may offer free trial periods for our subscription services:
- No charges are applied during the free trial period.
- If you choose to continue using the service after the trial period, you will be billed according to the subscription plan you selected.
- If you decide not to continue with the paid subscription, you must cancel before the end of the trial period to avoid being charged.
- Once you have been charged for the subscription following a free trial, our standard refund policy applies.
6.2 Free Services
For free services or free tiers of our products:
- No refunds apply as these services are provided at no cost.
- Premium features or paid upgrades added to free accounts are subject to our standard refund policy.
7. Exceptions and Special Cases
7.1 Service Level Agreement (SLA) Credits
If your subscription includes a Service Level Agreement (SLA):
- Service disruptions or performance issues may entitle you to service credits as specified in the SLA.
- SLA credits are applied to future billing periods and are not provided as monetary refunds unless specifically stated in your service agreement.
- SLA credits must be requested according to the process outlined in your service agreement.
7.2 Account Termination
If your account is terminated due to violation of our Terms and Conditions:
- You will not be eligible for a refund of any kind.
- Any unused portion of your subscription will be forfeited.
7.3 Promotional or Discounted Purchases
For services purchased with promotional codes or at discounted rates:
- Refunds will be based on the actual amount paid after applying any discounts or promotions.
- Some heavily discounted or promotional offers may be designated as non-refundable, which will be clearly stated at the time of purchase.
7.4 Enterprise Customers
For enterprise customers with custom contracts:
- The refund terms specified in your enterprise agreement supersede this general refund policy.
- Please refer to your specific contract for refund terms and conditions.
8. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically for any changes. Your continued use of our services after the posting of changes constitutes your acceptance of such changes.
For significant changes to our refund terms, we will make reasonable efforts to notify customers through email or account notifications.
9. Contact Information
If you have any questions about our Refund Policy or need assistance with a refund request, please contact us at:
DMarket SaaS Services Ltd.
Billing Department
Studio 10 Patricia Flats
Elliotshire MK43 7LX
United Kingdom
Email: billing@dmarket-saas.com
Phone: +442170622627
Hours: Monday-Friday, 9:00 AM - 5:00 PM GMT
For urgent matters, please use the subject line "URGENT: Refund Request" in your email communication.
