Refund Policy

Thanks for purchasing at UserMetric.

For purposes of this Agreement, “Service” refers to the Company’s service which can be accessed via our website at The terms “we,” “us,” and “our” refer to the Company. “You”, “client”, “customer”, or “subscriber” refers to you, as a user of the service. The refund policy is in effect by the terms and conditions defined at the URL

This refund policy affects your legal rights on purchases and payments made by you on our website

1. Refunds

You have 14 calendar days to request a refund for any transaction done by you as a new client. You are eligible for a refund of the payment received in case you choose not to continue with our service due to performance reasons or quality concerns. Your refund request is subject to the eligibility of meeting the below criteria:

2. Eligibility

The refund policy is NOT applicable if you satisfy any of these conditions, hence no refund request will be entertained-

  • Customers who have previously received a refund.
  • Requests sent later than 14 days from the date of transaction.
  • Transactions which are done for plan upgrades or downgrades from any plan to any plan, including upgrades from the free plan.
  • Customers on custom/customized plans which are not available on our website but are offered by our partners or other channels.

3. Bugs and Broken Features

In many cases, we see that the expected results are not achieved just because of inappropriate configuration or third-party services our clients use along with UserMetric. Once we receive your request for a refund, please allow our team to analyze and apply recommended settings or fix the issue if there is any with our software. In our day-to-day life, we also act as customers at many places and appreciate your understanding on this matter. We think it would be unfair not to give us a chance to work on the fixes.

4. Timelines

It may take up to 48 hours to initiate the refund process. Once the refund is processed, it may take 5-7 business days to reflect the credit in your bank statement.

5. Refund Processing Fees

If you request a refund or at the time of refund payment, a flat 15% processing fee will be applied to the total amount paid by you for the plan that you have purchased. Such processing fees shall be paid by the client.

Note:  A PayPal transaction fee and FX fee includes this flat 15% refund payment processing fee that will be paid by us to the payment gateway provider.

6. Subscription Cancellation

Any recurring subscription can be cancelled at any time without prior request or notice by the subscriber. Please note that once a subscription is cancelled, your website will be remapped under the free plan automatically.

7. Contact Us

If you have any questions regarding this Refund Policy or the practices of this website, please contact us by sending an email to

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