Refund and Cancellation Policy

Last Updated: December 15, 2024

Effective Date: December 15, 2024

1. 30-Day Money-Back Guarantee

ChainEye.io stands behind the quality of our blockchain wallet security analysis platform. We offer a 30-day, no-questions-asked money-back guarantee for all new subscriptions.

1.1 Eligibility Requirements

  • Timeline: Refund request must be submitted within 30 calendar days of initial subscription purchase
  • First-Time Subscribers: Guarantee applies only to your first subscription
  • Monthly Subscription: Covers our $9.99/month subscription plan
  • Good Faith Use: Service must not have been abused or used in violation of our Terms of Service
  • One Guarantee Per User: Limit of one money-back guarantee per Telegram user ID

1.2 What Qualifies for Refund

Valid reasons for requesting a refund (though we don't require a specific reason):

  • Service did not meet your expectations or requirements
  • Technical issues prevented proper use of the platform
  • Risk assessment features were not as described
  • Changed your mind about the subscription
  • Found an alternative solution better suited to your needs
  • Service incompatibility with your workflow or use case

1.3 Refund Exclusions

The 30-day money-back guarantee does NOT apply to:

  • Free trial usage (no payment was made)
  • Second or subsequent subscription renewals
  • Accounts terminated for Terms of Service violations
  • Subscriptions purchased more than 30 days ago
  • Chargebacks or payment disputes filed without prior contact
  • Enterprise or custom pricing agreements (separate terms apply)

2. How to Request a Refund

2.1 Simple 3-Step Process

  1. Contact Us: Email refunds@chaineye.io with the subject line "Refund Request"
  2. Provide Information:
    • Your Telegram username or user ID
    • Email address associated with your subscription
    • Original payment receipt or transaction ID (if available)
    • Reason for refund request (optional but appreciated for service improvement)
  3. Confirmation: You'll receive an email confirmation within 2 business days acknowledging your request

2.2 Processing Timeline

  • Request Review: 1-2 business days to verify eligibility
  • Approval Notification: Email confirmation once approved
  • Refund Initiation: Processed within 3 business days of approval
  • Bank/Card Processing: 5-10 business days for funds to appear (varies by financial institution)
  • Total Timeline: Expect full refund within 7-15 business days from initial request

2.3 Refund Method

  • Original Payment Method: Refunds issued to the original payment method used for purchase
  • Credit/Debit Cards: Processed through Stripe back to your card
  • Alternative Methods: If original method unavailable, we'll contact you for alternatives
  • Currency: Refunded in original transaction currency (USD)

3. Subscription Cancellation

You can cancel your subscription at any time, even without requesting a refund.

3.1 How to Cancel

Three convenient cancellation methods:

3.2 Cancellation Effective Date

  • Monthly Subscription: Access continues until the end of your current billing cycle
  • No Immediate Termination: You retain access for the period you've already paid for
  • No Auto-Renewal: Your subscription will not renew after cancellation
  • Billing Stops: No further charges after the current month ends

3.3 What Happens After Cancellation

  • All wallet analysis data is retained until end of current period, then deleted per our 7-day retention policy
  • API access (if applicable) terminates at end of billing period
  • You can export any saved analysis results before expiration
  • Telegram bot access limited to free tier features after expiration
  • No charges will be made after current period ends

3.4 Reactivation

You can reactivate your subscription at any time:

  • Use /subscribe command in Telegram bot
  • Visit our pricing page and select a plan
  • Previous settings and preferences may be restored (if within 30 days of cancellation)
  • Reactivation starts a new billing cycle at current pricing

4. Pro-Rated Refunds (Beyond 30 Days)

After the 30-day guarantee period, refunds are evaluated on a case-by-case basis.

4.1 Exceptional Circumstances

We may issue pro-rated or full refunds for:

  • Extended Service Outages: Downtime exceeding 5% of billing period (>36 hours/month)
  • Billing Errors: Duplicate charges, incorrect amounts, or unauthorized renewals
  • Feature Removal: Significant service features removed without adequate notice
  • Platform Migration Issues: Data loss or migration problems during infrastructure updates
  • Medical/Personal Hardship: Documented emergencies (evaluated individually)

4.2 Service Outage Refunds

If ChainEye.io experiences extended downtime:

  • Planned Maintenance: Scheduled maintenance windows are not eligible for refunds
  • Minor Outages: Less than 5% downtime per month - no refund
  • Significant Outages: 5-10% downtime - pro-rated service credit
  • Major Outages: Over 10% downtime - pro-rated refund or full refund (your choice)

4.3 Billing Error Resolution

For billing mistakes:

  • Duplicate Charges: Full refund of duplicate transaction within 24 hours
  • Incorrect Amount: Refund of overcharge amount immediately
  • Failed Cancellation: Full refund if subscription renewed after cancellation request
  • Currency Conversion Errors: Refund of exchange rate discrepancies

5. Non-Refundable Scenarios

Refunds will NOT be issued for:

5.1 Policy Violations

  • Account termination due to Terms of Service violations
  • Fraudulent use or abuse of the Service
  • Multiple account creation to exploit free trials
  • Unauthorized resale or redistribution of analysis results
  • Attempts to reverse engineer our algorithms

5.2 User Circumstances

  • Changed mind after 30-day guarantee period (cancellation available, no refund)
  • Infrequent usage or non-usage ("I forgot I had a subscription")
  • Found cheaper alternative after 30 days
  • Lack of understanding of service features (features are clearly documented)

5.3 External Factors

  • Third-party API limitations (Etherscan, TronScan rate limits)
  • Blockchain network congestion or downtime
  • Cryptocurrency market volatility or losses
  • Wallet owner actions despite risk score warnings

5.4 Time Limitations

  • Refund requests submitted more than 30 days after purchase (except exceptional circumstances)
  • Requests made more than 90 days after original transaction
  • Multiple refund requests from same user (one guarantee per customer)

6. Service Credits

6.1 When Service Credits Are Issued

In lieu of refunds, we may offer service credits for:

  • Extended service disruptions or performance issues
  • Billing inconveniences or minor errors
  • Goodwill gestures for loyal customers experiencing hardship

Service credits:

  • Applied to your account as free subscription time
  • Cannot be transferred or redeemed for cash
  • Expire 12 months from issuance date
  • Automatically applied to next billing cycle

7. Payment Disputes and Chargebacks

7.1 Contact Us First

IMPORTANT: Before disputing charges with your bank or card issuer:

  • Contact our billing team at billing@chaineye.io
  • Most billing issues can be resolved within 24-48 hours
  • Chargebacks without prior contact may result in account termination
  • We respond to all legitimate billing inquiries promptly and fairly

7.2 Chargeback Consequences

If you file a chargeback without contacting us first:

  • Immediate account suspension pending investigation
  • All analysis data and results permanently deleted
  • Possible permanent ban if chargeback deemed fraudulent
  • Legal fees and chargeback penalties may be pursued

7.3 Legitimate Disputes

For genuine billing errors:

  • Email billing@chaineye.io with transaction details
  • Include: date, amount, transaction ID, and description of issue
  • We'll investigate within 2 business days
  • If error confirmed, immediate refund or credit issued

8. Free Trial Policy

Our 7-day free trial has specific terms:

8.1 Trial Terms

  • Duration: 7 calendar days from activation
  • Features: 10 wallet validations, basic analysis features
  • Payment: No credit card required
  • Auto-Renewal: Trial does NOT automatically convert to paid subscription
  • One Trial Per User: Limited to one trial per Telegram user ID (strictly enforced)

8.2 Trial Expiration

  • After 7 days, access reverts to free tier (limited features)
  • Analysis data from trial period deleted after 7 additional days (14 days total)
  • You'll receive notification 24 hours before trial expires
  • Option to subscribe presented in final notification

8.3 Trial Abuse Policy

Creating multiple accounts to exploit additional trials is prohibited:

  • Detection results in immediate ban of all associated accounts
  • Permanent ineligibility for future trials or subscriptions
  • No refunds for any previous payments

9. Enterprise and Custom Plans

Enterprise subscriptions have different refund terms:

  • Custom Agreements: Refund policy specified in individual contract
  • Negotiated Terms: May include different guarantee periods or conditions
  • Volume Commitments: Early termination fees may apply
  • Contact: sales@chaineye.io for enterprise refund terms

10. Refund Processing Details

10.1 Timeline by Payment Method

Payment Method Processing Time
Credit Card (Visa, MasterCard) 5-10 business days
American Express 5-10 business days
Debit Card 5-10 business days
PayPal (coming soon) 3-5 business days
Cryptocurrency (future) 24-48 hours

10.2 Currency Conversions

  • Refunds processed in original transaction currency (USD)
  • Exchange rate fluctuations may result in slight variations
  • Currency conversion fees charged by your bank are non-refundable

10.3 Tax Implications

  • Sales tax (if charged) is fully refunded
  • You're responsible for any tax reporting requirements in your jurisdiction
  • Refund receipts provided for tax purposes upon request

11. Contact Information

For refund, cancellation, or billing questions:

Business Hours

  • Email Support: 24/7 (responses within 24 hours)
  • Telegram Bot: 24/7 automated assistance
  • Expedited Refunds: Monday-Friday, 9 AM - 6 PM EST

12. Policy Updates

We may update this Refund Policy periodically:

  • Changes posted with updated "Last Updated" date
  • Email notification sent to active subscribers for material changes
  • 30-day notice for changes affecting refund rights
  • Continued use after notice period constitutes acceptance

Our Commitment: We're committed to your satisfaction. If ChainEye.io doesn't meet your expectations within the first 30 days, we'll refund your money—no complicated processes, no hassle. Our goal is to provide exceptional blockchain security analysis, and we stand behind our service 100%.

Questions? If you have any questions about our refund policy, cancellations, or billing, please don't hesitate to contact us. We're here to help and respond to all inquiries promptly.