MetricFold cancellation and refund policy

Effective date: 2 August 2026.

This policy explains how to cancel a MetricFold subscription and how refund requests are assessed. It supplements the terms of service and does not replace any right that cannot lawfully be limited. MetricFold is operated from South Africa, while customers may also have mandatory rights under the law where they live.

Public paid checkout remains disabled until MetricFold's legal-entity disclosure and Dodo Payments merchant profile are complete. When checkout is enabled, the final price, billing period, renewal terms and merchant-of-record details will be shown before an order is accepted.

Cancel a renewal

A workspace owner can cancel a monthly or annual subscription through the billing portal made available from MetricFold. Cancellation stops the next renewal; it does not normally reverse a charge for a period that has already started. Unless a refund, mandatory right or written order says otherwise, the workspace remains usable until the end of its current paid period and then moves to the applicable free, read-only or export state.

Deleting a site or workspace is not the same as cancelling a subscription. Customers should use the billing cancellation control as well as any data-deletion control they intend to use. MetricFold will display the effective cancellation date before confirmation and send or preserve provider confirmation where the payment system supports it.

Ask for a refund

Send a request to [email protected] from the address associated with the workspace. Include the workspace name, provider order or payment reference, purchase date and a short explanation. Do not send card numbers, bank credentials, passwords or access tokens.

Requests are reviewed against the order, service status, account activity, applicable law and payment-provider rules. We will acknowledge the request, may ask for bounded information needed to find the payment, and will communicate the decision in writing. A request is not approved merely because it was submitted, but the following circumstances will normally support a full or proportionate refund:

• a duplicate charge for the same order;
• a payment collected after a cancellation should already have taken effect;
• a material service failure attributable to MetricFold that prevented reasonable use and was not restored within a reasonable period;
• a charged plan materially different from the plan confirmed at checkout;
• a verified security or billing error; or
• a mandatory consumer cancellation, cooling-off, quality or refund right.

A request based only on unused capacity, failure to cancel before renewal, a third-party integration changing its API, excluded traffic not appearing in reports, or a commercial result not being achieved does not automatically qualify. Analytics is evidence for decision-making; MetricFold does not promise a particular conversion rate, search ranking or revenue result. We will still assess the actual circumstances fairly.

Electronic-service and cooling-off rights

South Africa's Electronic Communications and Transactions Act contains consumer-protection provisions for electronic transactions, including supplier disclosures and cooling-off rules, together with stated exclusions. In particular, the statutory position can depend on whether service performance began with the consumer's consent during a cooling-off period. The Consumer Protection Act provides additional protections and states how its direct-marketing cooling-off provision interacts with section 44 of the electronic-transactions legislation.

MetricFold will not use this policy to remove a mandatory right. Because eligibility depends on facts, customer type, location, purchase method and when the service began, this page does not turn those statutes into a single universal refund window. A customer asserting a statutory right should identify the order and jurisdiction; we will evaluate it under the applicable rule. Nothing here is legal advice to a customer about that customer's own obligations.

How approved refunds are paid

MetricFold uses Dodo Payments as merchant of record for supported checkout. Approved refunds are initiated through the provider and returned to the original payment method. Dodo's merchant documentation supports full and partial refunds, requires the refund not to exceed the successful original payment, and reports pending, succeeded or failed status. Provider processing rules and bank settlement time can affect when funds become visible.

We will confirm when an approved refund has been submitted and, when available, provide the provider status or receipt. An initial pending status is not a second charge. If a refund fails because of a bank, dispute or provider condition, we will investigate the provider response and explain the next available step. Currency conversion or bank fees outside MetricFold's control may cause the account statement to differ from an indicative amount, subject to applicable law.

Disputes and chargebacks

Contacting [email protected] first is usually the fastest way to correct a duplicate, cancellation or service problem. This request process does not prevent a customer from using a lawful bank or consumer-protection remedy. A chargeback does not itself cancel the underlying workspace or prove that a charge was invalid. MetricFold and the merchant of record may provide the bank with bounded order, delivery, cancellation and communication evidence, without adding unrelated customer analytics.

Changes and contact

We may update this policy when the product, provider process or applicable law changes. The effective date will change, and a material reduction of an existing paid customer's rights will not be applied retrospectively where prohibited.

For cancellation, billing or refund questions, email [email protected]. For contract questions, email [email protected]. For privacy requests, email [email protected].