Refund Policy

You may be eligible for a refund if: (1) you submit a request within 30 days of the initial charge for a new subscription plan; (2) there are documented service outages or failures directly attributable to Deepwave Analytics lasting more than 24 continuous hours; or (3) a billing error has resulted in an incorrect or duplicate charge to your account.

Refunds are not provided for: (1) subscriptions that have been used for more than 30 days since the charge date; (2) custom or enterprise service engagements, unless refund terms are specified in the applicable service agreement; (3) one-time setup fees or professional services fees; or (4) subscription renewals where the account holder did not cancel prior to the renewal date despite receiving renewal notification.

To request a refund, email [email protected] with the following: your registered account email address; the transaction date and amount; and a clear description of the reason for your refund request. We will acknowledge your request within 1 business day and provide a decision within 3-5 business days.

Approved refunds are returned to the original payment method (credit card, debit card, or other payment instrument used) within 7-14 business days of approval. The actual time for the refund to appear on your statement depends on your card issuer or payment provider. All refunds are issued in the original transaction currency.

For subscription plans that include usage-based components or metered billing, we may issue partial refunds for the unused portion of the subscription period at our discretion. The refund amount is calculated on a pro-rata basis for the remaining days of the paid period. We will provide a clear breakdown of any partial refund calculation.

We strongly encourage you to contact our support team before initiating a chargeback with your bank or card provider, as we are committed to resolving disputes directly and promptly. If you believe a charge is unauthorized or incorrect, contact us at [email protected] immediately. Unjustified chargebacks on valid charges may result in account suspension pending investigation.