Cancellation & Refund

You can cancel your Spacegrid subscription at any time through your account settings or by contacting our customer support team. Cancellation Timeline: • Subscriptions can be cancelled at any time during your billing cycle • Cancellation takes effect at the end of your current billing period • You will retain access to all platform features until the end of your paid period • No partial refunds are provided for unused portions of monthly subscriptions • Annual subscriptions may be eligible for prorated refunds (see refund policy below) To cancel your subscription: 1. Log into your Spacegrid account 2. Go to 'Account Settings' > 'Subscription' 3. Click on 'Cancel Subscription' 4. Choose a reason for cancellation (optional) 5. Confirm cancellation

Refunds are processed based on your subscription type and the reason for the refund request. Refund Scenarios: • Monthly subscriptions: No refunds for partial months • Annual subscriptions: Prorated refunds available within first 30 days • Technical issues: Full refund if platform is unavailable for more than 48 hours • Data accuracy issues: Partial credits for verified data quality problems • Billing errors: Full refund for incorrect charges Refund Timeline: • Credit/Debit Cards: 5-10 business days • Bank transfers: 3-7 business days • Digital wallets: 1-3 business days • Platform credits: Instant application to account Enterprise customers may have different refund terms as specified in their service agreements.

Step-by-step refund process: 1. Submit Request: • Contact customer support through the platform • Provide account details and reason for refund • Include relevant documentation if applicable 2. Review Process: • Our team reviews the refund request within 2-3 business days • We may request additional information or clarification • Technical issues are investigated by our platform team 3. Decision: • Refund amount is determined based on our policy and investigation • You will be notified of the decision via email • Approved refunds are processed to original payment method 4. Processing: • Refund is initiated within 1-2 business days of approval • You can track refund status in your account dashboard • Confirmation email sent when refund is completed

Certain scenarios where refunds may not be applicable: • Subscription used for more than 30 days (annual plans) • Monthly subscriptions after the billing cycle has started • Violation of terms of service or platform misuse • Requests made after subscription has already expired • Data export or download after cancellation request • Third-party integration costs or setup fees • Custom report generation fees Special Cases: • Educational discounts are non-refundable • Promotional pricing and special offers may have different refund terms • Enterprise contracts have separate cancellation and refund policies • API usage fees are non-refundable once data has been accessed

Spacegrid Credits are our internal currency for faster refunds and service credits. Benefits: • Instant application for eligible refunds • No processing time for credits • Can be used for future subscription payments • Credits never expire • Transferable between different subscription tiers How it works: • Approved refunds can be issued as platform credits • Credits are applied automatically to your next billing cycle • Use credits for subscription renewals or upgrades • Check credit balance in your account dashboard Credit to Cash: • Platform credits can be converted to cash refunds upon request • Minimum conversion amount: $25 • Processing fee may apply for credit-to-cash conversions • Processing time: 5-7 business days

What happens to your data after subscription cancellation: Account Data: • Account information retained for 90 days after cancellation • Custom reports and saved searches deleted after 30 days • API access keys immediately deactivated • Personal data can be deleted upon request Exported Data: • Any data previously exported remains yours to keep • No access to platform data after subscription ends • Historical reports remain accessible for 30 days • Custom integrations will stop receiving data updates Reactivation: • Accounts can be reactivated within 90 days with full data restoration • After 90 days, new account setup required • Previous subscription history maintained for billing purposes • Custom configurations may need to be recreated

If you're not satisfied with our cancellation or refund decision: 1. Escalation Process: • Contact our customer success team for review • Provide additional documentation if available • Request escalation to management team 2. Review Timeline: • Escalated cases are reviewed within 5-7 business days • Senior team member will contact you directly • Final decision will be communicated in writing 3. External Resolution: • Consumer protection agencies for unresolved disputes • Regulatory authorities as per applicable laws • Legal recourse as per terms and conditions Contact Information: • Customer Support: Available 24/7 through platform • Email: support@spacegrid.com • Phone: +1-555-GRID-DATA • Escalations: escalations@spacegrid.com

Refund policies for special situations: Technical Issues: • Platform downtime exceeding 48 hours • Data accuracy problems affecting business decisions • API failures preventing data access • Security breaches affecting user data • Full refunds or credits provided for verified technical issues Force Majeure: • Natural disasters affecting our data centers • Government regulations preventing service delivery • Major infrastructure failures beyond our control • Service interruptions due to external factors • Refunds or service extensions as per circumstances Business Changes: • Company mergers or acquisitions affecting service • Significant changes to platform functionality • Discontinuation of specific data sources • Major pricing structure changes • Grandfathered pricing protection for existing customers

For cancellation and refund assistance: Through Platform: • Go to 'Help' section in your dashboard • Use live chat for immediate assistance • Submit support ticket for complex issues • Access knowledge base for self-service Email Support: • support@spacegrid.com • Include account email and subscription details • Attach relevant screenshots or documentation • Response within 4-6 hours during business days Phone Support: • +1-555-GRID-DATA • Available Monday-Friday, 9 AM - 6 PM EST • Have your account information ready • Direct line for urgent cancellation requests Enterprise Support: • Dedicated account managers for enterprise clients • Priority support channels • Custom cancellation and refund procedures • Direct escalation to senior management