Refund Policy
Last updated: 2026-04-09
Data Protection · Cookie Notice · User Agreement · Refund Policy
Process
Subscription fees are billed according to your order form. If you qualify for a refund under this policy, submit a written request to [email protected] with your organization name, subscription identifier, and reason for the request.
Approved refunds are processed to the original billing channel where technically possible; otherwise we coordinate an alternative traceable method.
We confirm receipt within five business days and communicate expected timelines for review.
Contact
Refund correspondence should go to [email protected]. For legal notices unrelated to billing, use the address published in your enterprise agreement if one exists.
Please avoid sharing sensitive billing identifiers in email; we will request secure details through approved channels if needed.
If you work with a partner who resold our services, that partner may be your first point of contact according to your contract with them.
Eligibility
Customers who purchase annual subscriptions directly from SignalHound Analytics may request a full refund within fourteen days of the initial purchase if they have not materially used production workspaces beyond guided onboarding agreed in writing.
Monthly subscriptions are generally non-refundable after the billing period begins, except where mandatory consumer rules in Korea provide otherwise.
Professional services fees are refundable only for unused, scheduled hours canceled with at least ten business days notice unless a statement of work specifies differently.
Exceptions
No refund is available for periods where a breach of the User Agreement led to suspension, or where usage exceeded fair-use thresholds documented in your order.
Third-party pass-through fees incurred on your behalf are non-refundable once committed, even if your subscription is otherwise eligible.
Promotional credits have no cash value and are forfeited on cancellation.
Scope
This Refund Policy applies to purchases made through dogenge.digital or contracts that explicitly reference these terms. Marketplace purchases may follow marketplace rules instead.
Taxes assessed by authorities are handled according to invoice documentation; refund of taxes follows local regulations outside our control.
Nothing here limits warranties or remedies that cannot be waived under Korean consumer protection law.
Timeframe
Eligible refunds are initiated within ten business days of approval and may take additional time to appear depending on processing partners outside our control.
If we reject a request, we explain the basis and, where applicable, point to relevant contract clauses.
Partial refunds for mid-cycle downgrades, when offered, are calculated pro rata for whole unused months only.