Refund Policy
Refund and cancellation rules for Toqen subscriptions and payments, including mandatory EU consumer rights where applicable.
TL;DR
- Subscriptions are billed in advance for the selected period and can be cancelled at any time; access remains until the end of the paid period.
- Refunds are generally not provided for partially used billing periods, except where required by applicable law.
- For EU consumers, the 14-day withdrawal right may apply, subject to the digital-content/service rules and any express waiver where applicable.
- Refunds may be issued for duplicate charges, erroneous charges, or material service unavailability that cannot be remedied within a reasonable time.
Overview
Toqen is a subscription-based software service that provides access and authentication functionality. This Refund Policy explains how cancellations, refunds, and billing corrections are handled, and it does not limit any mandatory rights that may apply under EU consumer protection law or other applicable law.
Subscriptions, Renewal, and Cancellation
| Billing in advance | Subscriptions are charged in advance for the selected billing period (for example, monthly or yearly). |
| Auto-renewal | Subscriptions renew automatically at the end of each billing period unless you cancel before the renewal date. |
| Cancellation | You may cancel your subscription at any time. Unless a refund is granted under this policy or required by law, you will retain access until the end of the paid billing period, and your subscription will not renew. |
EU Consumer Withdrawal Right (14 Days)
If you are an EU/EEA consumer, you may have a statutory right to withdraw from a distance contract within 14 days from the date of purchase, without giving any reason. This right is subject to the rules that apply to digital services and digital content.
- If you request immediate access to the service during the withdrawal period, we may begin providing the service right away.
- Where the law permits, you may be asked to expressly acknowledge that you request immediate performance and that your withdrawal right may be lost once the service is fully performed, or that you may be liable for a proportionate amount for the period during which the service was provided before you withdrew.
- If you withdraw and performance began during the withdrawal period, any refund may be reduced to reflect the value of the service already provided, where permitted by applicable law.
Nothing in this section affects any non-waivable rights you may have under applicable consumer law.
Refunds and Billing Corrections
Except where required by applicable law (including mandatory EU consumer rights where applicable), payments are non-refundable once a billing period has started, and we do not provide refunds for partial use, non-use, or unused time remaining in a billing period.
- Refund requests must be submitted within a reasonable time after the relevant charge and should include sufficient information to identify the transaction and the reason for the request.
- If a refund is approved, it will be issued to the original payment method where possible and processed according to the payment provider’s timelines.
- Taxes or fees may be treated in accordance with applicable law and the payment provider’s rules.
| Duplicate charges | If you were charged more than once for the same subscription period due to a verified billing error, we will refund the duplicate amount. |
| Unauthorised or erroneous charges | If a charge is verified as unauthorised or the result of a processing error attributable to Toqen or our payment provider, we will correct the charge, including by refunding it where appropriate. |
| Material service unavailability | If a material technical issue on our side prevents access to the service for a sustained period and we cannot restore the service within a reasonable time, we may provide an appropriate remedy, which may include a pro-rated refund, service credit, or billing adjustment, depending on the circumstances and applicable law. |
This Refund Policy does not exclude or restrict any mandatory remedies you may have under applicable law, including statutory remedies relating to digital content and digital services.
Chargebacks and Payment Disputes
If you believe a charge is incorrect, please contact us first so we can investigate and attempt to resolve the issue. If a chargeback or payment dispute is initiated, we may suspend or restrict access associated with the disputed transaction while the dispute is pending, to protect against fraud and abuse and to maintain service integrity.
Relationship to Other Terms
This Refund Policy forms part of the Terms of Use. If there is a conflict between this Refund Policy and the Terms of Use, mandatory provisions of applicable law prevail.
Contact
| hi@toqen.app |