Cancelling a subscription
Subscriptions can be cancelled at any time by emailing support@decodelocal.com from the address on your account, with the word cancel in the subject line. No phone call is required and no one will try to talk you out of it. Cancellation takes effect at the end of the current paid period: you keep access until the period ends, then billing stops. Partial periods are not refunded, because measurement runs and data retention for a period are provisioned on the first day of that period.
First-cycle guarantee
If this is your first paid subscription and the product is not what you expected, email us within 14 days of your first payment and that payment is refunded in full. After the first cycle, the standard cancellation terms above apply.
One-time services
One-time services and reports are refundable in full if you cancel before the measurement work begins. Once a run has started, the service is underway: if you cancel from that point, the refund is the fee minus the work already delivered, itemized in writing so you can see exactly what was deducted and why.
How refunds are processed
Approved refunds are issued to the original payment method within 5 to 10 business days, the standard window for card and bank processing. You receive an email confirmation when the refund is sent. If the original payment method is no longer active, contact support and an alternative will be arranged.
How to request a refund
Email support@decodelocal.com with the email on your account, the product or service, and your invoice number. Requests are reviewed and answered within one business day during support hours. If a refund is declined, the reason is given in writing, with the specific term of this policy that applies.
Changes to this policy
If this policy changes, active customers are notified by email before the change takes effect, and the version in force at the time of your payment is the version that governs that payment. Questions about anything on this page go to support@decodelocal.com.