Refund Policy

Understanding our refund terms and processes

Last Updated: May 15, 2024

At DMarket Tracker, we strive to provide high-quality services that meet your expectations. We understand that there may be situations where you might need to request a refund. This Refund Policy outlines the conditions, process, and timeframes for obtaining a refund for our services.

1. Refund Conditions

We offer refunds under the following conditions:

1.1 Premium Subscription Refunds

  • 14-Day Money-Back Guarantee: For new premium subscribers, we offer a 14-day money-back guarantee. If you're not satisfied with our premium services within the first 14 days of your subscription, you can request a full refund.
  • Technical Issues: If you experience persistent technical issues that significantly impact your ability to use our service, and our technical team is unable to resolve these issues within a reasonable timeframe, you may be eligible for a partial or full refund, depending on the circumstances.
  • Service Unavailability: If our service is unavailable for an extended period (more than 24 consecutive hours) due to issues on our end, you may be eligible for a prorated refund for the affected period.

1.2 Data Report Purchase Refunds

  • Data Accuracy Issues: If a purchased data report contains significant inaccuracies or errors (excluding market fluctuations and predictive analyses), you may be eligible for a refund or a corrected report.
  • Delivery Failure: If you purchase a data report and do not receive it within the specified delivery timeframe, you may request a refund.

1.3 Non-Refundable Items

The following items are generally non-refundable:

  • Subscription fees beyond the 14-day money-back guarantee period
  • Data reports that have been successfully delivered and accessed, unless they contain significant errors as described above
  • Custom data analysis services that have been completed according to specifications
  • Any services where the terms of sale specifically state they are non-refundable

2. Refund Process

To request a refund, please follow these steps:

  1. Contact Customer Support: Send an email to support@dmarkettracker.com with the subject line "Refund Request" or use our contact form on the website.
  2. Provide Required Information: Include your account details (email address associated with your account), the service for which you're requesting a refund, the date of purchase, and the reason for your refund request.
  3. Documentation: If applicable, provide any documentation or evidence supporting your refund request (e.g., screenshots of technical issues, error messages, etc.).
  4. Review Process: Our customer support team will review your request and may contact you for additional information if needed.
  5. Decision Notification: We will notify you of our decision regarding your refund request within 5 business days.

3. Refund Timeframes

Once a refund is approved, the following timeframes apply:

  • Credit/Debit Card Payments: Refunds to credit or debit cards typically take 5-10 business days to appear on your statement, depending on your card issuer's policies.
  • PayPal Payments: Refunds to PayPal accounts are usually processed within 3-5 business days.
  • Bank Transfers: Refunds via bank transfer may take 7-14 business days to process, depending on your banking institution.
  • Other Payment Methods: For other payment methods, refund timeframes will be communicated during the refund process.

Please note that while we process refunds promptly on our end, the actual time it takes for the refund to appear in your account depends on your payment provider's policies and processing times.

4. Partial Refunds

In certain circumstances, we may offer partial refunds:

  • Prorated Refunds: For subscription services, if a refund is approved after the 14-day money-back guarantee period, we may offer a prorated refund based on the unused portion of your subscription.
  • Service Outage Compensation: For service unavailability issues, partial refunds will be calculated based on the duration of the outage relative to your billing period.
  • Partially Completed Services: For custom services that have been partially completed, refunds may be adjusted based on the proportion of work completed.

5. Refund Method

Refunds will be issued using the same payment method you used for the original purchase. If that's not possible for any reason, we will work with you to arrange an alternative refund method.

6. Cancellation vs. Refund

Please note the distinction between cancellations and refunds:

  • Subscription Cancellation: You can cancel your subscription at any time through your account settings or by contacting customer support. Cancellation prevents future billing but does not automatically result in a refund for fees already paid.
  • Refund Request: A refund request is a separate process as outlined in this policy and must be explicitly requested.

Cancelling your subscription does not automatically entitle you to a refund for the current billing period unless it falls within the 14-day money-back guarantee period for new subscribers.

7. Exceptions and Special Circumstances

We understand that special circumstances may arise that are not covered in this policy. In such cases, please contact our customer support team, and we will review your situation on a case-by-case basis.

In cases of fraudulent activities, abuse of our refund policy, or violation of our Terms of Service, we reserve the right to deny refund requests.

8. Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last Updated" date. You are advised to review this Refund Policy periodically for any changes.

9. Contact Us

If you have any questions about our Refund Policy, please contact us at:

DMarket Tracker
Flat 08, Lee Glen North Mia
PE29 2HJ
United Kingdom
Email: support@dmarkettracker.com
Phone: +443751824788

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (GMT) to assist you with any refund-related inquiries.