1. Introduction
At SolScan, we strive to provide high-quality Solana wallet analysis services that meet or exceed our customers' expectations. This Refund Policy outlines the conditions under which we offer refunds for our premium services, including scan credits, subscription plans, and any other paid features.
By purchasing any premium services from SolScan, you agree to the terms of this Refund Policy. We encourage you to read this policy carefully before making any purchases.
2. Refund Eligibility
2.1 Subscription Plans
For monthly subscription plans:
- You may request a full refund within 14 days of your initial purchase if you are not satisfied with our services.
- To be eligible for a refund, you must not have utilized more than 30% of the included features or scan credits during the refund period.
- After the 14-day period, we do not offer prorated refunds for the remainder of the subscription period.
For annual subscription plans:
- You may request a full refund within 30 days of your initial purchase if you are not satisfied with our services.
- To be eligible for a refund, you must not have utilized more than 20% of the included features or scan credits during the refund period.
- After the 30-day period, we may offer prorated refunds at our discretion, minus a 15% administration fee.
2.2 One-Time Purchases (Scan Credits)
For one-time purchases of scan credits or other individual services:
- You may request a full refund within 7 days of purchase if you have not used any of the purchased credits or services.
- If you have used a portion of the purchased credits or services, we may offer a partial refund for the unused portion at our discretion.
- No refunds will be issued after 7 days of purchase, regardless of whether the credits or services have been used.
3. Conditions for Refund
Refunds may be granted under the following conditions:
- Service Unavailability: If our services are unavailable for an extended period (more than 24 consecutive hours) during your subscription period, you may be eligible for a partial refund proportional to the downtime.
- Technical Issues: If you experience persistent technical issues that prevent you from using our services, and our support team is unable to resolve these issues within a reasonable timeframe, you may be eligible for a full or partial refund.
- Significant Discrepancy: If there is a significant discrepancy between the advertised features and the actual functionality of our services, you may be eligible for a refund.
- Duplicate Charges: If you have been charged multiple times for the same service due to a technical error, we will refund the duplicate charges promptly.
Refunds will not be granted under the following circumstances:
- Dissatisfaction with the results of your wallet analysis (e.g., not finding unclaimed assets).
- Changes in market conditions or blockchain data that affect the value or availability of assets identified by our tools.
- User error or misunderstanding of how to use our services.
- Violations of our Terms of Service that result in account suspension or termination.
- Requests made after the eligible refund period has expired.
4. Refund Process
4.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact our customer support team at support@solscan.io with the subject line "Refund Request".
- Include the following information in your email:
- Your full name and email address associated with your account
- Date of purchase
- Transaction ID or order number
- Payment method used
- Reason for requesting a refund
- Any relevant screenshots or documentation to support your request
- Our customer support team will review your request and respond within 2-3 business days.
Alternatively, you can submit a refund request through your account dashboard if you have an active account:
- Log in to your SolScan account
- Navigate to "Billing" or "Subscription" section
- Click on "Request Refund" option
- Fill out the refund request form with the required information
- Submit your request
4.2 Refund Processing Time
Once your refund request is approved:
- Credit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer.
- PayPal refunds are usually processed within 3-5 business days.
- Cryptocurrency refunds are typically processed within 1-3 business days. Please note that cryptocurrency refunds will be processed at the current market rate, which may differ from the rate at the time of purchase.
5. Exceptions to the Refund Policy
5.1 Promotional or Discounted Purchases
Services purchased at a promotional rate or with a discount code may have different refund terms:
- Services with discounts greater than 30% may be eligible for store credit rather than monetary refunds.
- Limited-time promotional offers may have shorter refund windows, which will be clearly stated during the purchase process.
5.2 Enterprise or Custom Plans
Custom enterprise plans or tailored solutions may have specific refund terms defined in the individual service agreement. These terms supersede the general refund policy outlined in this document.
5.3 Free Trial Conversions
If you upgraded from a free trial to a paid subscription, the refund period begins from the date of the paid conversion, not from the beginning of the free trial period.
6. Cancellation Policy
Cancellation of recurring subscriptions is separate from our refund policy:
- You may cancel your subscription at any time through your account settings or by contacting customer support.
- Cancellation will stop future billing but will not automatically trigger a refund for the current billing period.
- After cancellation, you will continue to have access to your premium features until the end of the current billing period.
- To both cancel and request a refund, you must follow the refund process outlined in Section 4.
7. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We will notify customers of significant changes via email or through a notification on our website.
The refund terms that were in effect at the time of your purchase will apply to your transaction. However, if the updated terms are more favorable to customers, we may apply the new terms at our discretion.
8. Contact Information
If you have any questions about our Refund Policy, please contact us:
- By email: support@solscan.io or info@solscan.io
- By phone: +44 9926 700237
- By mail: SolScan, 3 Charlie Glens, New Caitlin FK8 1LD, United Kingdom
We strive to address all refund requests fairly and transparently. Our customer support team is available to assist you with any questions or concerns regarding our services or this Refund Policy.
