Customer Satisfaction Guarantee: We want you to be completely satisfied with DwellChecker. This policy outlines our refund and cancellation procedures.
1. Free Tier - No Refunds Required
Our free tier provides 3 monthly credits at no cost. Since you're not charged, there are no refunds to process. You can:
- Use the free tier indefinitely
- Cancel or delete your account anytime
- Earn additional credits through quality feedback
2. One-Time Report Purchases
2.1 Refund Eligibility
One-time report purchases ($99-$199) are eligible for refunds if:
- Report Not Generated: Full refund if we fail to deliver your report
- Technical Issues: Full refund if report is unreadable or corrupted
- Data Quality Issues: Partial refund (50%) if significant data inaccuracies
- Duplicate Purchase: Full refund if you accidentally purchased twice
2.2 Non-Refundable Situations
Refunds are not available for:
- Report already generated and delivered successfully
- Change of mind after receiving report
- Market data that doesn't match your expectations
- Reports purchased more than 14 days ago
2.3 Refund Timeline
| Request Window | Refund Amount |
|---|---|
| Within 24 hours (before report generation) | 100% refund |
| 24 hours - 7 days (technical issues only) | Up to 100% at discretion |
| 7 - 14 days (data quality issues only) | Up to 50% at discretion |
| After 14 days | No refunds |
3. Monthly Premium Subscription ($49/month)
3.1 Trial Period (If Offered)
If we offer a trial period:
- Cancel anytime during trial for no charge
- You'll receive a reminder before trial ends
- No refunds after trial period ends
3.2 Monthly Subscription Refunds
Standard Policy:
- First Month: Full refund if cancelled within 7 days
- After First Month: No refunds for partial months
- Cancellation: Cancel anytime; access continues until period end
Important: Monthly subscriptions do not provide pro-rated refunds. If you cancel on day 15, you'll have access until day 30, but no refund for the remaining days.
3.3 Cancellation Process
- Log into your Dashboard
- Navigate to "Subscriptions" tab
- Click "Cancel Subscription"
- Confirm cancellation
- You'll retain access until the end of your billing period
4. Credit Purchases
4.1 Credit Packs
If we offer credit packs for purchase:
- Unused Credits: Refundable within 7 days if unused
- Partially Used: Partial refund for remaining credits (minus 20% restocking fee)
- Fully Used: No refunds
- Bonus Credits: Earned credits are never refundable
4.2 Earned Credits
Credits earned through feedback or promotions are:
- Non-refundable (no money exchanged)
- Non-transferable
- Forfeited upon account deletion
5. How to Request a Refund
Step-by-Step Process
- Contact Support: Email hello@dwellchecker.app
- Include Details:
- Your account email
- Order/transaction ID
- Reason for refund request
- Any supporting documentation (screenshots if technical issue)
- Response Time: We'll respond within 2 business days
- Resolution: Refunds processed within 5-10 business days
6. Refund Methods
Refunds are issued via:
- Original Payment Method: Refunded to card/account used for purchase
- Processing Time: 5-10 business days depending on your bank
- Credit Note: Alternatively, we can offer credit for future purchases
7. Special Circumstances
7.1 Service Outages
If DwellChecker experiences significant downtime:
- Premium subscribers receive bonus credits
- Subscription period extended by outage duration
- Partial refund if outage exceeds 48 hours
7.2 Data Breaches
In the unlikely event of a data breach affecting your account:
- Immediate notification
- Full refund of any recent purchases
- Complimentary identity monitoring if applicable
7.3 Account Suspension
If your account is suspended for Terms of Service violations:
- Valid Suspension: No refunds
- Incorrect Suspension: Full refund + apology
- Disputed: Review by senior team member
8. Chargebacks
Please Contact Us First: Before filing a chargeback with your bank, please contact our support team. Chargebacks result in additional fees and may lead to account suspension.
If you file a chargeback:
- Your account will be temporarily suspended during investigation
- We may permanently close your account if chargeback is unwarranted
- Future purchases may be restricted
- We'll work with you to resolve legitimate disputes
9. Money-Back Guarantee
7-Day Satisfaction Guarantee: If you purchase a premium service and are not satisfied with the data quality or report format within 7 days, contact us for a full refund. We'll ask for brief feedback to help us improve.
10. Credits vs. Refunds
In some cases, we may offer alternatives to refunds:
| Situation | Refund | Credit Alternative |
|---|---|---|
| Minor data issue | No refund | 5-10 bonus credits |
| Moderate issue | 50% refund | 20 bonus credits |
| Service failure | 100% refund | 2x purchase value in credits |
11. Non-Refundable Items
The following are never refundable:
- Earned credits from feedback or promotions
- Expired or forfeited credits
- Consultation time or custom analysis work already performed
- Reports generated more than 14 days ago
- Subscription renewals after 7 days
12. Exceptions
We reserve the right to make exceptions to this policy at our discretion. Exceptional customer service is our priority, and we'll work with you to find a fair resolution.
13. Changes to Refund Policy
We may update this policy occasionally. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email.
14. Contact Us
For refund requests or questions about this policy:
- Email: hello@dwellchecker.app
- Support: Available Monday-Friday, 9am-5pm EST
- Response Time: Within 2 business days
Fair & Transparent: We believe in fair business practices. If you have a legitimate concern, we'll work with you to make it right. Your satisfaction is our priority.