1. Introduction
At DMarket Guide, we strive to provide high-quality content and services to our users. We understand that there may be instances where a refund is necessary. This Refund Policy outlines the conditions, procedures, and timeframes for requesting and processing refunds for purchases made through our Website.
This policy applies to all paid products and services offered by DMarket Guide, including but not limited to premium guides, consultation services, membership subscriptions, and any other paid content or services.
2. Refund Eligibility
2.1 Eligible Purchases
The following purchases may be eligible for a refund under certain conditions:
- Premium Guides: Digital content purchased through our Website.
- Consultation Services: One-on-one trading advice and consultations.
- Membership Subscriptions: Monthly or annual subscriptions to exclusive content.
- Other Paid Services: Any other products or services for which we charge a fee.
2.2 Conditions for Refund
Refunds may be issued under the following circumstances:
- Technical Issues: If you are unable to access the purchased content or service due to technical issues on our end that we cannot resolve within a reasonable timeframe.
- Significant Content Discrepancy: If the content or service delivered differs substantially from what was advertised or described at the time of purchase.
- Double Charging: If you were charged multiple times for a single purchase.
- Subscription Cancellation: If you cancel a subscription within the applicable cooling-off period (see Section 2.3).
- Unsatisfactory Service: For consultation services, if the service provided falls significantly below reasonable professional standards.
2.3 Cooling-Off Period
For certain products and services, we offer a cooling-off period during which you may request a refund:
- Digital Products (Premium Guides): 14 days from the date of purchase, provided you have not downloaded, accessed, or consumed a significant portion of the content.
- Subscription Services: 14 days from the start of a new subscription or renewal, provided you have not accessed or used the subscription services during this period.
- Consultation Services: 48 hours before the scheduled consultation. Once a consultation has begun, it is no longer eligible for a refund.
Please note that by accessing or downloading digital content, you acknowledge that you are waiving your right to a cooling-off period, as the nature of digital products means they cannot be returned in the same way as physical goods.
3. Non-Refundable Purchases
The following purchases are generally not eligible for refunds:
- Digital products that have been downloaded, accessed, or consumed beyond a reasonable preview.
- Consultation services that have already been provided or where the scheduled time has passed.
- Subscription services after the 14-day cooling-off period has expired.
- Products or services that were purchased as part of a promotional offer, discount, or special sale explicitly marked as non-refundable.
- Purchases where you have violated our Terms and Conditions.
4. Refund Process
4.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact our support team at info@dmarketguide.com with the subject line "Refund Request."
- Provide the following information:
- Your full name and email address associated with the purchase
- Order number or transaction ID
- Date of purchase
- Product or service purchased
- Reason for requesting a refund
- Any relevant screenshots or documentation
- Our support team will review your request and may contact you for additional information if needed.
4.2 Refund Processing Timeline
Once your refund request has been approved, we will process it as follows:
- Credit/Debit Card Payments: Refunds will be issued to the original payment method within 5-10 business days. Please note that it may take an additional 2-7 business days for the refund to appear on your statement, depending on your financial institution.
- PayPal Payments: Refunds will be processed within 3-5 business days.
- Cryptocurrency Payments: Refunds for cryptocurrency payments will be processed within 5-7 business days. Due to the volatile nature of cryptocurrency values, refunds will be issued in the equivalent fiat currency value of the original purchase at the time of refund, not the original cryptocurrency amount.
4.3 Partial Refunds
In some cases, we may offer partial refunds:
- If you have accessed or used a portion of the purchased service or content.
- For subscription services, we may provide a prorated refund based on the unused portion of your subscription period.
- If technical issues have affected only part of the purchased content or service.
5. Subscription Cancellations
5.1 How to Cancel a Subscription
To cancel a recurring subscription:
- Log in to your account on our Website.
- Navigate to "Account Settings" or "Subscription Management."
- Select the subscription you wish to cancel and click on "Cancel Subscription."
- Follow the prompts to confirm your cancellation.
Alternatively, you can email us at info@dmarketguide.com with your cancellation request.
5.2 Effect of Cancellation
When you cancel a subscription:
- You will continue to have access to the subscription content until the end of your current billing period.
- No further charges will be made to your payment method after cancellation.
- You will lose access to subscription content once your current billing period ends.
5.3 Refunds for Cancelled Subscriptions
Cancelling a subscription does not automatically entitle you to a refund. Refunds for cancelled subscriptions are subject to the conditions outlined in Section 2 of this policy.
6. Exceptions and Special Circumstances
6.1 Technical Issues
If you experience technical issues that prevent you from accessing or using our products or services, please contact our support team before requesting a refund. We will make reasonable efforts to resolve the issue. If we are unable to resolve the issue within a reasonable timeframe, you may be eligible for a refund.
6.2 Service Discontinuation
If we discontinue a service for which you have a valid subscription, you will be entitled to a prorated refund for the unused portion of your subscription period.
6.3 Extenuating Circumstances
We understand that exceptional situations may arise. If you are requesting a refund due to extenuating circumstances (such as medical emergencies, natural disasters, etc.) that fall outside our standard refund policy, please contact us with relevant documentation, and we will review your request on a case-by-case basis.
7. Disputes and Chargebacks
We encourage you to contact us directly to resolve any issues related to your purchase before initiating a chargeback with your payment provider. Fraudulent chargebacks are taken seriously and may result in:
- Termination of your account
- Revocation of access to all services and content
- Legal action to recover disputed funds and additional costs incurred
If you believe a charge from DMarket Guide on your statement is unauthorized or incorrect, please contact us first to identify and resolve the issue.
8. Contact Information
If you have any questions about our Refund Policy or would like to request a refund, please contact us at:
We aim to respond to all inquiries within 48 hours during business days.
