1. Overview

At SimpleMarkets, we want you to be completely satisfied with our service. This Refund & Cancellation Policy explains your rights and our process for handling refunds and subscription cancellations.

2. Cancellation Policy

2.1 How to Cancel

You can cancel your SimpleMarkets subscription at any time through:

• Account Settings: Navigate to Settings → Subscription → Manage Subscription
• Customer Portal: Access your Stripe customer portal to manage your subscription
• Email Support: Contact [email protected] with "Cancel Subscription" in the subject line

2.2 When Cancellation Takes Effect

• Cancellations take effect at the end of your current billing period
• You will retain full access to premium features until the end of the paid period
• Your account will not be charged for the next billing cycle
• You will receive a confirmation email when your cancellation is processed

2.3 What Happens After Cancellation

• Your account remains active with limited (free tier) features
• Your data is retained for 90 days in case you want to reactivate
• You can resubscribe at any time to regain full access
• After 90 days of inactivity, you may be asked to confirm if you want to keep your account

3. Refund Policy

3.1 Refund Requests

Refund requests are reviewed on a case-by-case basis at our sole discretion. We may consider refunds in situations such as:

• You experienced technical issues that prevented you from using the service
• Duplicate charges or billing errors

3.2 How to Request a Refund

To request a refund, follow these steps:

1. Email us at [email protected]
2. Use the subject line: "Refund Request"
3. Include:
   • Your account email address
   • The date of your charge
   • Brief reason for the refund (optional but helpful)
4. We will respond within 24-48 hours

3.3 Refund Eligibility

3.4 Partial Refunds

We do not offer partial refunds or prorated refunds for:

• Mid-month cancellations
• Unused portions of the subscription period
• Temporary service outages or downtime

When you cancel, you keep access until the end of your paid period. This is more valuable than a partial refund in most cases.

4. Refund Processing

4.1 Processing Time

• Review: Refund requests are reviewed within 24-48 hours
• Approval: If approved, refunds are initiated immediately
• Bank Processing: Refunds appear in your account within 5-10 business days
• Payment Method: Refunds are issued to your original payment method only

4.2 Refund Method

• Refunds are processed through Stripe
• Refunds go back to the original payment method (credit card, debit card, etc.)
• No cash refunds are provided (payment processor requirement)
• If your original payment method is no longer valid, contact support for assistance

4.3 What Happens to Your Account

After a refund is processed:

• Your premium access is immediately revoked
• Your account reverts to free tier (if applicable)
• Your data remains accessible for 90 days
• You can resubscribe at any time

5. Special Circumstances

5.1 Billing Errors

If you believe you were charged incorrectly:

• Contact us immediately at [email protected]
• Include transaction details and explanation
• We will investigate and resolve within 48 hours
• Confirmed billing errors are refunded immediately

5.2 Service Outages

The Service is provided "as is" and we do not guarantee uninterrupted availability. We will make reasonable efforts to restore service promptly during outages but are not obligated to provide compensation, credits, or refunds for downtime.

5.3 Account Termination by Us

If we terminate your account for Terms of Service violations:

• No refunds are provided for the current billing period
• You will not be charged for future periods
• This is specified in our Terms of Service

6. Subscription Changes

7.1 Price Changes

If we change our subscription pricing:

• Existing subscribers keep their current price for at least 30 days
• You will receive 30 days' advance notice of price changes
• You can cancel before the new price takes effect
• Price increases do not qualify for refunds if you continue past the notice period

7.2 Feature Changes

We may add, modify, or remove features:

• Significant feature removals will be communicated in advance
• If a core feature you rely on is removed, contact support to discuss options
• Minor feature changes do not qualify for refunds

8. Chargebacks and Disputes

Please Contact Us Before Initiating a Chargeback

If you have a billing concern, please contact us first at [email protected]. We will work with you to resolve the issue.

Important: If you initiate a chargeback with your bank without contacting us:

• Your account will be immediately suspended
• We may be unable to provide a refund through our normal process
• Fraudulent chargebacks may result in permanent account termination
• We incur fees for chargebacks, which limits our ability to help

We're here to help! Contact us first, and we'll work to resolve any billing issues quickly and fairly.

9. Contact Information

For cancellations, refund requests, or billing questions:

10. Policy Updates

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email to active subscribers.