Refund & Return Policy

We want you to be completely satisfied with WatchTower. If the Service does not meet your expectations, this policy explains how to request a refund.

1. Subscription Plans (Starter / Pro)

• 7-day money-back guarantee: within 7 days of your first payment, you may request a full refund for any reason.
• Renewal charges: if you forgot to cancel and were auto-renewed, contact us within 7 days of the renewal charge. Provided your usage in that billing cycle is below 10% of the plan quota, you will receive a full refund.
• Charges outside these windows are generally non-refundable; however, if a material service failure on our side prevents normal use, we will refund pro rata for unused days or compensate with equivalent credits.

2. Pay As You Go

• Unused credits: refundable at any time upon request, with no deadline.
• Consumed credits: fees corresponding to probe checks already executed are non-refundable.
• Promotional or bonus credits have no cash value and are not refundable.

3. Enterprise

Enterprise refunds are governed by the signed agreement or order form; where not specified, this policy applies.

4. Returns

The Service is a digital service (SaaS) with no physical goods, so there is no physical return process. If you no longer need the Service, you may cancel your subscription at any time, or request a refund of eligible charges and unused credits under this policy.

5. Non-Refundable Situations

• Accounts suspended for violating the Terms of Service (e.g., probing unauthorized targets or abusing the Service);
• Unexpected monitoring results caused by factors on your side (e.g., target server misconfiguration, firewall blocking);
• Temporary quality degradation caused by public network fluctuations or other factors beyond our control.

6. How to Request & Processing Time

• Email your request from your registered email address to [email protected], including your order number and reason.
• We will respond with a decision within 3 business days.
• Approved refunds are returned to the original payment method; arrival time depends on the payment channel, typically 5–10 business days.
• Refunds are calculated in the original transaction currency; non-refundable processing fees charged by the payment channel (if any) may be deducted, and exchange-rate differences are not compensated.

7. Chargebacks

If you have questions about any charge, please contact us first — we will work with you to resolve the issue. If a chargeback is filed without prior communication, we reserve the right to suspend the related account and submit transaction evidence to the payment institution in dispute.

8. Changes to This Policy

We may revise this policy from time to time; revisions do not affect transactions completed before the revision. Updates will be posted on this page with a new "Last updated" date.

9. Contact

Data Matrix Technology Limited (數據矩陣科技有限公司)
Address: Flat A516, 5/F, Efficiency House, 35 Tai Yau Street, San Po Kong, Kowloon, Hong Kong
Support email: [email protected]