Refund & Cancellation Policy
Last updated:
Consumer Rights Notice (EU)
Under EU Directive 2011/83/EU Article 16(m), if a paid checkout path is activated and you consent to immediate digital-service delivery before the withdrawal period expires, you may waive your 14-day right of withdrawal for that transaction. The exact consent and refund terms must be shown on the active checkout, invoice, or contract path before payment.
For operational consistency, DepthSignal applies the commercial refund terms below across eligible subscriptions. If mandatory consumer law in your jurisdiction provides stronger rights, those mandatory rights apply.
Cancelling Your Subscription
Cancellation or non-renewal depends on the active billing path for your account. For supported RoxPay checkout subscriptions, use the customer billing controls; you can also request cancellation, non-renewal, or manual closure through:
- Support review through the registered account email
- Emailing support@depthsignal.io with your registered email address
If you have an active paid access period, the end date, non-renewal state, or manual closure timing is confirmed through the current billing or finance workflow.
Note: The EU Digital Fairness Act (expected 2026-2027) may require platforms to provide a direct "cancel subscription" button within the user interface. We are monitoring this requirement and will implement it when the regulation takes effect.
Refund Policy
Initial subscription refund window
If you are unsatisfied within the first 7 days of your initial subscription, contact us at support@depthsignal.io to request a full refund. This refund window applies to your first subscription only and does not apply to renewals or plan upgrades.
Monthly subscriptions
No partial refunds for unused portions of a billing period. When you cancel, you keep access until the period ends. The next charge is not made.
Legacy annual subscriptions
Annual billing is not offered in the current pricing catalogue. For an existing legacy annual subscription or separately approved contract, the refund and end-of-term rules shown on that contract apply; after the initial refund window, the paid term remains active until its stated end date.
Trial periods
If a paid plan includes a trial, the trial length, billing, renewal, and cancellation terms are shown before checkout. If no paid subscription starts, no refund is necessary.
How Refund Requests Are Evaluated
Every refund request is evaluated individually on its stated reason and supporting evidence. The table below shows how each request category is assessed and the typical outcome:
| Reason | Eligibility | Typical outcome | What to include |
|---|---|---|---|
| Changed mind (initial subscription) | Within 7 days of first paid activation; first subscription only. Waived if you consented to immediate digital delivery under Art 16(m). | Full refund to the original payment method | Account email; request date |
| Billing error | Duplicate charge, wrong amount, or charge after confirmed cancellation - any time | Full refund of the erroneous charge | Invoice number(s); charge date + amount |
| Prolonged outage | Service unavailable more than 48 consecutive hours during your paid period | Partial or full refund, proportional to the affected period | Approximate outage window observed |
| Service materially different | Core subscribed capability absent or materially different from the description at purchase | Evaluated case-by-case; full or partial refund | Which capability and how it differs |
| Unused time (standard cancellation) | Cancellation mid-period without another qualifying reason | No partial refund; access continues to period end, no further charges | - |
| Renewal charge | Request made after a renewal charge, no qualifying reason | Generally declined; future renewals stopped on cancellation | - |
Submit requests through the registered account email or support@depthsignal.io. Each request receives a written decision; we respond within 5 business days. Approved refunds are issued to the original payment method where the payment rail supports it.
Exceptional Refunds
We may issue a full or partial refund at our discretion in the following circumstances:
- Prolonged service outage (more than 48 consecutive hours) affecting your ability to use the platform.
- Billing error where you were charged incorrectly (duplicate charge, wrong amount, charge after cancellation).
- Service materially different from what was described at the time of purchase.
To request an exceptional refund, email support@depthsignal.io with your account email and a description of the issue. We respond within 5 business days.
Downgrade Instead of Cancel
If the current plan is too expensive, contact support to review a lower tier or non-renewal path. Any plan change depends on the active billing, invoice, or contract terms for your account.
Contact
For billing questions or refund requests: support@depthsignal.io
MarketDepth Analytics OÜ (registry code 17549629), Estonia. Full legal details at /legal/imprint.
Authoritative Legal References
Consumer-rights references used in this policy:
- Consumer Rights Directive 2011/83/EU (including Articles 9 and 16(m)) - official text.