Refund & Cancellation Policy

This Policy applies to all paid Subscriptions to the Services, including the Platform, the Apps, our APIs and any paid reports, whether purchased directly on our website or Platform or through an authorised reseller or partner, except where a separate written agreement signed by us expressly provides otherwise.

If there is a conflict between this Policy and the Terms, the Terms prevail, except that the 14-Day Money-Back Guarantee in section 7 applies as stated in this Policy. If there is a conflict between this Policy and a signed order form or custom agreement, the order form or custom agreement prevails for that Customer.

The Services are provided only to businesses and to individuals aged 18 or over acting for purposes relating to their trade, business or profession. By purchasing a Subscription you confirm that you are acting for such business purposes.

Our standard plan, DCK VISIBILITY 360 Growth (1 website), is billed monthly in Malaysian Ringgit (MYR) at MYR 1,000 per month, a launch promotional price (regular price MYR 2,999 per month), plus applicable taxes, with a 3-month Minimum Term. The price, plan features and Billing Period that apply to you are those shown at checkout or in your order form.

Your Subscription renews automatically at the end of each Billing Period for a further Billing Period of the same length, at the then-current price for your plan (subject to section 9), until you cancel it in accordance with section 4.

Subscription fees are charged in advance at the start of each Billing Period through your chosen Payment Provider. By subscribing, you authorise us and our Payment Provider to charge your payment method on each Renewal Date, without further notice, for the fees then due, together with applicable taxes.

Payments are processed by DCK VISIBILITY 360's payment providers (Stripe, PayPal) and may appear on your card or account statement under the merchant name shown at checkout. We never receive or store your full card number. Your use of a Payment Provider is also subject to that provider's own terms and privacy policy.

You are responsible for keeping your payment method and billing details current. Invoices and receipts are made available by email and, where available, in the billing portal.

Minimum Term. A DCK VISIBILITY 360 Growth Subscription has a Minimum Term of 3 months, billed monthly; you accept it at checkout before paying. You agree to pay the monthly fee for each Billing Period of the Minimum Term. Card Subscriptions are charged automatically each month; if you pay by PayPal or invoice, we issue a monthly invoice before each Renewal Date. After the Minimum Term, your Subscription continues month to month until you cancel. Renewals, plan changes and payment notifications do not restart the Minimum Term.

You may give notice of cancellation at any time using any of the following methods (section 4.6 explains when it takes effect):

• (a)In the Platform: sign in and go to Profile → Billing → Cancel subscription. The confirmation shows the date on which your Subscription will end. Only the organisation owner or a user with billing permissions can cancel.
• (b)By email: send a cancellation request to support@dckvisibility360.com or privacy@dckvisibility360.com from the email address registered to your account, stating your organisation name and the Subscription you wish to cancel. We may ask you to verify your identity before acting on the request.

After the Minimum Term, to avoid being charged for the next Billing Period, you must cancel at least 24 hours before your Renewal Date. A cancellation received less than 24 hours before the Renewal Date may not be processed in time, in which case the renewal charge will apply and your cancellation will take effect at the end of that new Billing Period. Email requests are treated as received when we receive them during our normal business days; please allow for this when cancelling by email.

We will send a cancellation confirmation to your account email. If you do not receive a confirmation within two business days, please contact us. Keep the confirmation for your records; it is your evidence of cancellation.

Deleting the Apps from a device, removing the Tracking Script from your website, disconnecting Connected Accounts or ceasing to use the Services does not cancel your Subscription.

App store purchases. If, in future, Subscriptions are sold through in-app purchase in the Apple App Store or Google Play, those Subscriptions are billed by Apple or Google, not by us. You must cancel them through your Apple ID or Google Play subscription settings, and any refund request must be made to Apple or Google under their own refund policies. We cannot cancel, issue refunds for or otherwise control payments made through Apple or Google. Deleting your DCK VISIBILITY 360 account does not cancel a Subscription purchased through Apple or Google.

Cancelling during the Minimum Term. You may give notice of cancellation at any time during the Minimum Term, but it takes effect at the end of the Minimum Term. Until then your Subscription stays active, you keep access to the Services, and the remaining monthly fees of the Minimum Term continue to be charged or invoiced on each Renewal Date. Your account shows the scheduled end date. After the Minimum Term, a cancellation takes effect at the end of the Billing Period you have paid for.

Cancellation takes effect at the end of your current paid Billing Period or, if later, at the end of the Minimum Term (section 4.6). Until then you keep access to the Services under your plan. No further Subscription fees will be charged after that date unless you resubscribe.

At the end of the paid Billing Period, all automated activity stops, including scheduled content generation, Auto-Publish and Review queues, social publishing, search-engine submissions, rank tracking and AI visibility checks.

Content already published stays where it is. We do not remove content that has already been published to your own website, CMS or social accounts. You are responsible for that content and for removing it if you wish.

Hosted blog content is different. If we host a blog for you on your domain, that blog is served by us. After your Subscription ends and the export window in section 5.5 closes, we will stop serving that content. You should export your hosted blog content and migrate it to your own hosting, and update your DNS records, before the export window ends.

For 30 days after your Subscription ends you may request an export of your Customer Content, where export functionality is available. After that period your data will be deleted in accordance with our Privacy Policy and the Terms. We are not obliged to keep or provide any data after the export window ends.

Cancelling a Subscription does not delete your account. To delete your account and data, follow the steps on our Account & Data Deletion page.

Except as stated in section 7 (Money-Back Guarantee), or where required by applicable law, all fees are non-refundable. In particular, to the maximum extent permitted by applicable law, we do not give refunds, credits or pro-rata adjustments for:

• (a)unused time remaining in a Billing Period after you cancel, including for annual plans;
• (b)downgrades to a lower plan, or reductions in the number of websites, users or seats;
• (c)unused credits, quotas, allowances, articles, checks or other usage limits, which do not roll over and have no cash value;
• (d)periods during which you did not use, or were unable to use, the Services for reasons outside our control, including changes or outages on third-party platforms, search engines or AI providers;
• (e)periods during which your account was suspended in accordance with the Terms or section 10 or 11 of this Policy; or
• (f)dissatisfaction with results, rankings, AI mentions, traffic, leads or revenue, which we do not guarantee (see our AI & Content Disclaimer).

Any refund or credit we choose to give outside this Policy is a goodwill gesture made at our sole discretion. It does not create an obligation to give a refund or credit on any other occasion.

Nothing in this section affects any refund we are required to give under section 16 or under applicable law, or any service credit expressly stated in a signed custom agreement.

Eligibility. The Money-Back Guarantee applies only where all of the following are met:

• (a)the payment is for the first paid Subscription purchased by you and by your organisation;
• (b)your refund request reaches us within 14 days after the date of the first successful payment for that Subscription; and
• (c)neither you, your organisation, the website domain(s) added to the account nor the payment method used has previously received a refund under the Money-Back Guarantee. The Money-Back Guarantee is limited to one per customer, organisation, domain and payment method.

Exclusions. The Money-Back Guarantee does not apply to:

• (a)renewal payments of any kind;
• (b)upgrades, plan changes, additional seats or websites, add-ons or top-ups;
• (c)one-off services, custom work, consultations, bot builds or professional services;
• (d)custom plans with negotiated pricing or terms, and any set-up, onboarding or implementation fees;
• (e)accounts suspended or terminated for breach of the Terms or our Acceptable Use Policy, or for fraud, abuse or suspected fraud or abuse;
• (f)payments for which a Chargeback has been filed; or
• (g)Subscriptions purchased through the Apple App Store or Google Play, which are governed by section 4.5.

We may refuse a request where we reasonably determine that the Money-Back Guarantee is being abused, for example by creating multiple accounts or organisations, using different payment methods or domains to obtain repeated refunds, or using the Services during the 14-day period at a volume indicating an intention to obtain the Services without paying for them.

How to request. Email support@dckvisibility360.com or privacy@dckvisibility360.com from the email address registered to your account with the subject "Money-back request", stating your organisation name and the date of your payment. We may ask for information reasonably needed to verify your identity and eligibility.

Refund amount and timing. If approved, we will refund the Subscription fee paid for your first Billing Period, together with any tax charged on it to the extent we are able to reverse that tax or are required by law to refund it. Refunds are made to the original payment method only, through the same Payment Provider. We aim to initiate the refund within 5 to 10 business days after approval; the time for funds to reach you depends on your bank or Payment Provider and is outside our control.

Effect of a refund. When a refund is approved, your Subscription ends immediately — including any remaining Minimum Term, so no further monthly fees are payable — your access to paid features ends, and all automation (including Auto-Publish, scheduled publishing and visibility checks) stops. Section 5 applies to published content, hosted blog content and data export as if your Subscription had been cancelled on the date of the refund.

We bear the cost of AI processing and third-party data used during the refunded period and will not deduct it from your refund. Those costs are not recoverable by us, which is one reason the Money-Back Guarantee is limited to one per customer.

Our decision on eligibility under this section is final, subject only to any rights you have under applicable law that cannot be excluded.

Upgrades take effect immediately. Where supported by the Payment Provider (for example through Stripe), you will be charged a prorated amount for the remainder of the current Billing Period, and the higher price applies from the next Renewal Date. Where proration is not supported, the upgrade price may apply from the date of the upgrade as described at the time of the change.

Downgrades take effect from your next Renewal Date. You keep the features of your current plan until then. No refund or credit is given for the difference in price.

When you downgrade, features, websites, users, Connected Accounts, history or content that exceed the limits of the new plan may become unavailable or be disabled. It is your responsibility to export anything you need before the downgrade takes effect.

We may change our prices from time to time. We will give you at least 30 days' notice of any increase to the price of your existing Subscription, by email to your account email address and/or by notice in the Platform.

A price change takes effect from your first Renewal Date after the notice period ends. If you do not agree to the new price, you may cancel before that Renewal Date in accordance with section 4. If you do not cancel, the new price applies from that Renewal Date.

Changes in applicable taxes, or in prices required by law, may take effect from the date of the change without the 30-day notice period.

If a payment fails, we or our Payment Provider may automatically retry the charge over a period of days and notify you by email so you can update your payment method.

We may allow a grace period of up to 14 days from the original due date. During the grace period we may restrict some features.

If payment is not received by the end of the grace period, we may, without further notice and without liability to you:

• (a)first suspend automation, including Auto-Publish, scheduled publishing, search-engine submissions and visibility checks;
• (b)then suspend access to the account; and
• (c)where the amount remains unpaid, terminate the Subscription in accordance with the Terms.

Reactivation. You can reactivate a suspended account by paying all outstanding amounts. We do not guarantee that scheduled jobs, publishing or checks missed during suspension will be run retrospectively, and the suspension period is not refunded or credited.

All amounts due remain payable notwithstanding suspension or termination. To the maximum extent permitted by applicable law, we may recover reasonable costs of collecting overdue amounts.

Please contact us first. If you believe you have been charged incorrectly, email support@dckvisibility360.com or privacy@dckvisibility360.com before contacting your bank, card issuer or Payment Provider. Most billing issues can be resolved quickly and directly.

We treat a Chargeback as notice that you dispute the payment. While a Chargeback is pending, we may suspend your account and all automation until the dispute is resolved.

We may contest any Chargeback and provide the Payment Provider with evidence of your Subscription, usage, communications, acceptance of the Terms and this Policy, and cancellation history. You consent to us sharing this information with the Payment Provider and the card issuer for that purpose.

If a Chargeback is decided in our favour, or if a payment is reversed without a valid basis, the reversed amount, together with any dispute, chargeback or processing fees charged to us, remains due and payable by you, and we may suspend or terminate your account until it is paid.

Filing a Chargeback makes the related payment ineligible for the Money-Back Guarantee. Where we reasonably believe a Chargeback is fraudulent or made in bad faith, we may terminate your account and report the matter to the Payment Provider, fraud-prevention services or the relevant authorities.

Prices are exclusive of taxes. Where applicable, we will charge sales and service tax (SST), value added tax (VAT), goods and services tax (GST) or similar taxes at the applicable rate, which may be calculated by our Payment Provider based on your billing location and any tax identification number you provide.

You are responsible for providing accurate billing and tax information, and for any withholding tax, reverse-charge tax or other taxes for which you are liable. If you are required by law to withhold any amount, you must gross up the payment so that we receive the full amount invoiced, to the maximum extent permitted by applicable law.

When we give a refund, any tax charged on the refunded amount will be refunded or adjusted only to the extent required by applicable tax law or to the extent we are able to recover it.

Fees are charged, and refunds are made, in the currency of the original charge (normally Malaysian Ringgit, MYR).

If your bank or Payment Provider converts the amount into another currency, the amount you receive back on a refund may differ from the amount originally debited because of exchange-rate movements, conversion charges or bank fees. We are not responsible for those differences, fees or charges.

Free services, including free HALO Reports, free tools, trials (where offered) and Sales Helper prospect reports, are provided without charge. No fees are payable for them, so no refunds apply.

If a free trial converts into a paid Subscription at the end of the trial, the conversion payment is your first payment for the purposes of the Money-Back Guarantee, provided the other conditions in section 7 are met.

If a payment is refunded (including under the Money-Back Guarantee) or reversed by a Chargeback, no partner or referral commission is payable on that payment. Any commission already paid on it may be reversed, clawed back or set off against future commissions, as set out in the applicable partner or referral programme terms.

Nothing in this Policy excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by applicable law that cannot lawfully be excluded, restricted or modified.

The Services are offered for business use only and are not intended for consumers. Consumer protection laws that apply only to consumer contracts will therefore generally not apply to your Subscription. For example, Malaysia's Consumer Protection Act 1999 is generally not intended to apply to services acquired for business purposes, and the statutory withdrawal ("cooling-off") rights for distance contracts in the European Union and the United Kingdom apply only to consumers.

If, despite section 1.3, a mandatory consumer right of withdrawal applies to you:

• (a)by subscribing and requesting immediate access, you expressly request that we begin providing the Services immediately, during the withdrawal period;
• (b)you acknowledge that you will lose your right of withdrawal once the Services have been fully performed, or, in respect of digital content, once supply has begun with your express consent and acknowledgement;
• (c)if you withdraw after the Services have begun but before they have been fully performed, you must pay an amount proportionate to the Services provided up to the time you inform us of your withdrawal, and we will refund the balance within the period required by law; and
• (d)to withdraw, you must send us a clear statement of your decision by email to the addresses in section 18 within the statutory withdrawal period.

Where any part of this Policy is found to be unenforceable, it will be applied to the maximum extent permitted by applicable law and the remainder of this Policy will continue in effect.

We may update this Policy from time to time. The updated version will be posted on this page with a new "last updated" date. If a change materially reduces your rights, we will give you reasonable notice by email or in the Platform before it takes effect.

Changes do not affect refund requests or cancellations validly made before the change takes effect. The governing law and dispute-resolution provisions of the Terms of Service apply to this Policy.