Refund & Cancellation Policy
Last updated: September 13, 2026
Our Customer Satisfaction Guarantee
1. Overview & Fair Billing Commitment
At IG Media Analytics, we strive to provide complete transparency in our pricing, subscription billing, and usage accounting. This Refund & Cancellation Policy outlines your rights regarding recurring subscriptions, one-time token pack purchases, automated token restorations, and dispute resolutions.
All transactions are handled securely by our authorized PCI-DSS compliant Merchant of Record and payment processing infrastructure partners. Charges will appear on your bank or credit card statement as “SEGPAY.COM * IG-ANALYTICS” or our authorized payment facilitator name.
2. Subscription Cancellation Policy (24/7 Self-Service)
You have full control over your active subscription at all times. There are no lock-ins, long-term contracts, or termination fees.
- How to cancel online: Log into your account, navigate to Dashboard > Profile > Billing (or click the Token Badge / Refill Modal), and select “Manage Billing & Invoices”. From your self-service customer portal, you can cancel renewal in one click.
- How to cancel via email: Send an email to hi@ig.media or message us on our Contact Page with the subject “Cancel Subscription” from the email address associated with your account. We will process your cancellation within 24 business hours.
- Access after cancellation: When you cancel a subscription, auto-renewal is immediately deactivated. You retain full access to your paid tier and remaining monthly tokens until the end of your current prepaid billing period.
3. Refund Eligibility & Exceptions
A. Upstream API Failures & Platform Downtime (100% Token Reversal)
If an extraction job fails to complete due to platform technical issues, network timeouts, or upstream social media API unavailability, your token balance is automatically restored. If an automated reversal fails to apply, contact support and our engineering team will manually re-credit your account or issue a financial refund.
B. Initial 14-Day Satisfaction Window (Unused Services)
If you purchased a monthly or annual subscription or a one-time token pack by mistake, or if the service does not meet your technical expectations, you may request a full refund within 14 calendar days of the transaction date, provided you have not consumed more than 10% of the token quota allocated for that billing period.
C. Non-Refundable Scenarios
- Subscriptions that have already passed their 14-day initial period or where the monthly token quota has been substantially exhausted.
- Accounts terminated due to violations of our Acceptable Use Policy (e.g. attempting automated DM spam, botting, or harassment).
- Changes in third-party platform algorithms where extraction was nonetheless successfully executed according to our technical specifications.
4. One-Time Top-Up Packs (Non-Expiring Tokens)
One-time token top-ups are non-recurring purchases designed for ad-hoc research spikes. Because top-up tokens never expire and remain in your account indefinitely, they are treated as prepaid credits. Unused top-up packs can be refunded within 14 days of purchase upon written inquiry.
5. Chargeback Prevention & Billing Inquiries
We take friendly customer service seriously. If you do not recognize a charge or have an issue with your account, please contact us directly at hi@ig.media or via our Contact Page before filing a dispute with your bank. Filing an uncoordinated chargeback can cause your account and API access to be temporarily suspended by our automated fraud detection filters.