At Token Metrics, we value our customers and strive to provide a seamless subscription experience. This Refund & Cancellation Policy outlines how users can cancel their subscriptions and request a refund.
1. Cancellation Policy
1.1 How to Cancel Your Subscription
To cancel your Token Metrics subscription, follow these steps:
Navigate to the Subscriptions page in your account settings.
Click on Cancel Your Subscription at the bottom of the page.
A confirmation modal will appear. Click Proceed to Cancel to continue.
Depending on your eligibility, you may be entitled to a refund (see section 2 below).
If eligible, confirm your cancellation and refund request.
You will receive a confirmation email regarding your cancellation and refund status.
1.2 Cancellation Effects
Your subscription will be canceled immediately upon confirmation.
If you are eligible for a refund, it will be processed according to our refund policy.
If you are not eligible for a refund, you will retain access until the end of your billing period.
2. Refund Policy
Refund eligibility is based on your subscription history and location-specific regulations.
2.1 Refund Eligibility Criteria
14-Day Renewal Refund: Users residing in certain U.S. states (listed below) are eligible for a full refund if they cancel within 14 days of their last renewal.
7-Day First Purchase Refund: All other users are eligible for a refund if they cancel within 7 days of their first subscription purchase.
No Refunds: Users who cancel outside of these refund windows will not receive a refund, but their subscription will remain active until the end of the billing cycle.
2.2 Refund Processing
Refunds will be issued to the original payment method.
Refunds may take 5-10 business days to reflect, depending on your bank or payment provider.
If your refund is delayed beyond this timeframe, please contact our support team at [email protected].
3. State-Specific Policies
The following states have specific refund and cancellation requirements:
California: Requires clear disclosures, simple cancellation processes, and renewal reminders for contracts over one year.
Colorado: Similar to California, with additional provisions for renewal reminders for long-term contracts.
Delaware: Mandates clear disclosures, renewal reminders, and a cost-effective cancellation method.
Illinois: Covers all automatic renewal programs and requires stringent notice and cancellation options.
New York: Requires affirmative consent and specific cancellation methods.
Vermont: Mandates clear disclosures and additional opt-in requirements for subscription terms.
Virginia: Requires simple and clear cancellation processes.
District of Columbia: Mandates affirmative consent before transitioning free trials into paid subscriptions.
4. Non-Refundable Scenarios
Beyond Eligibility Window: Refund requests made after the 14-day or 7-day window (whichever applies) will not be honored.
Partial Billing Periods: Refunds are not available for partial months or unused portions of the subscription.
Promotional Offers: Subscriptions purchased with discounts or special promotions may not be refundable unless explicitly stated.
Violations of Terms of Service: If an account is suspended or terminated due to a breach of our Terms of Service, refunds will not be issued.
5. Contact Support
If you encounter issues with cancellation or refund processing, please reach out to our support team:
Email: [email protected]
Live Chat: Available on our website during business hours
We reserve the right to update this policy at any time. Changes will be communicated via email and on our website.