Refund & Delivery Policy

May 29, 2025

1. Digital Service Delivery

1.1. Nature of Our Services

SteamApis provides access to digital API services and Steam-related market data. We do not sell or deliver physical products. All services are delivered digitally through our online platform.

1.2. Immediate Access

Upon successful payment and account verification:

  • API access is activated immediately for your account
  • Subscription services begin at the start of your billing cycle
  • You will receive email confirmation with access details
  • All services are accessible through your account dashboard

1.3. Access Issues

If you do not receive access to your purchased services within 15 minutes after payment:

  • Check your email (including spam folder) for confirmation
  • Verify your account status in your dashboard

If access issues persist, please contact our support team immediately at support@steamapis.com.

2. Refund Policy Overview

2.1. General Principle

Due to the digital nature of our services and immediate access provision, refunds are generally not provided. However, we offer refunds under specific circumstances outlined below to ensure fair treatment of our customers.

2.2. Refund Processing Timeline

  • Review Period: Refund requests are reviewed within 2 business days
  • Processing Time: Approved refunds are processed within 5-7 business days
  • Payment Method: Refunds are issued to the original payment method used
  • Notification: You will receive email confirmation once the refund is processed

3. Eligible Refund Scenarios

3.1. Service Delivery Failures

We provide full refunds when:

  • Non-Delivery: The service was not delivered due to technical issues on our end
  • Access Problems: You cannot access your purchased services after 24 hours despite our troubleshooting efforts
  • Account Issues: Technical problems prevent service activation through no fault of your own

3.2. Service Functionality Issues

Refunds may be provided when:

  • Major Outages: Our API services are unavailable for more than 24 consecutive hours
  • Data Accuracy: Systematic data quality issues affecting core functionality, reported within 48 hours of discovery
  • Feature Unavailability: Advertised features are completely non-functional and cannot be resolved within 72 hours

3.3. Billing Errors

We provide immediate refunds for:

  • Duplicate Charges: Multiple charges for the same subscription or service
  • Unauthorized Charges: Charges made without your authorization
  • Incorrect Amounts: Charges that exceed your selected plan pricing
  • Failed Upgrades/Downgrades: Billing errors during plan changes

3.4. EU Consumer Rights

For customers in the European Union:

  • 14-Day Right: You may cancel within 14 days of purchase if you haven't used the service
  • Service Usage: Right of withdrawal is waived once you actively use our API services
  • Subscription Start: Explicitly agreeing to immediate service start waives withdrawal rights

4. Subscription-Specific Refund Terms

4.1. Monthly Subscriptions

  • Pro-Rating: No pro-rated refunds for partial months of service
  • Cancellation: Subscriptions remain active until the end of the current billing period when cancelled
  • Unused Time: No refunds for unused time within a billing cycle
  • Plan Changes: Downgrades take effect at the next billing cycle with no refund of the difference

4.2. Usage-Based Charges

  • API Requests: Pay-as-you-go charges are non-refundable once API calls are made
  • Overage Fees: Charges for usage exceeding plan limits are non-refundable
  • Data Access: Charges for accessed historical or 3rd party data are non-refundable

4.3. Plan Upgrades

  • Immediate Effect: Upgrades take effect immediately with pro-rated billing
  • No Refunds: Upgrade charges are non-refundable once higher-tier services are accessed
  • Feature Access: Using upgraded features constitutes acceptance of charges

5. Non-Refundable Scenarios

5.1. Customer-Related Issues

We do not provide refunds for:

  • Change of Mind: Deciding you no longer need the service after purchase
  • Misunderstanding: Failing to read service descriptions or misunderstanding capabilities
  • Compatibility Issues: Your systems or applications being incompatible with our API
  • Learning Curve: Difficulty understanding or implementing our API documentation
  • Business Changes: Changes to your business model or project requirements

5.2. Technical Issues (Customer-Side)

Refunds are not provided for:

  • Internet Connectivity: Issues with your internet connection or ISP
  • Infrastructure Problems: Issues with your servers, hosting, or technical setup
  • Integration Difficulties: Problems integrating our API into your applications
  • Firewall/Security: Restrictions imposed by your network or security policies
  • Rate Limiting: Exceeding plan limits due to inefficient API usage

5.3. Service Limitations

No refunds for:

  • Data Delays: Minor delays in data updates (under 1 hour)
  • Maintenance Windows: Scheduled maintenance periods announced in advance
  • Third-Party Issues: Problems with Steam or other data sources beyond our control
  • Feature Requests: Absence of features not explicitly advertised
  • Performance Expectations: Service performance that meets our stated SLAs but not your expectations

6. Refund Request Process

6.1. How to Request a Refund

To request a refund:

  1. Email us at support@steamapis.com within the applicable timeframe
  2. Include your account email and order/transaction reference
  3. Provide a detailed explanation of the issue
  4. Include relevant screenshots or error messages if applicable
  5. Specify the refund amount requested and reason

6.2. Required Information

Your refund request must include:

  • Account email address
  • Transaction ID or order reference
  • Date of purchase
  • Detailed description of the problem
  • Steps taken to resolve the issue
  • Supporting documentation (if applicable)

6.3. Investigation Process

Upon receiving your request, we will:

  • Acknowledge receipt within 24 hours
  • Investigate the reported issue
  • Attempt to resolve the problem before issuing a refund
  • Provide a decision within 2-3 business days
  • Process approved refunds within 5-7 business days

7. Chargeback and Dispute Policy

7.1. Chargeback Prevention

Before initiating a chargeback with your bank:

  • Contact our support team first to resolve the issue
  • Allow us the opportunity to address your concerns
  • Most issues can be resolved faster through direct contact
  • Chargebacks may result in account suspension

7.2. Chargeback Consequences

If you initiate a chargeback:

  • Your account may be suspended pending resolution
  • We will provide evidence of service delivery to your bank
  • Resolved chargebacks may incur administrative fees
  • Multiple chargebacks may result in permanent account termination

8. Service Level Commitments

8.1. Uptime Guarantee

We strive to maintain:

  • 99.5% uptime for our API services (excluding scheduled maintenance)
  • Maximum 4 hours monthly scheduled maintenance
  • Advance notice for planned maintenance when possible

8.2. Performance Standards

  • Response Time: Average API response time under 500ms
  • Data Freshness: Market data updated within advertised timeframes
  • Support Response: Initial response to support tickets within 24 hours

8.3. Service Credits

In cases of significant service disruption:

  • Extended outages may qualify for service credits
  • Credits are applied to your next billing cycle
  • Credits do not constitute refunds or cash payments
  • Credit eligibility is determined case-by-case

9. Special Circumstances

9.1. Account Termination

If we terminate your account for Terms of Service violations:

  • No refunds will be provided for remaining subscription time
  • Usage-based charges remain payable
  • Outstanding balances must be settled

9.2. Service Discontinuation

If we discontinue our services:

  • 30 days advance notice will be provided
  • Pro-rated refunds for unused subscription time
  • Assistance with data export where possible
  • No compensation for business impact or migration costs

9.3. Force Majeure

No refunds for service interruptions caused by:

  • Natural disasters or acts of God
  • Government actions or legal requirements
  • Internet infrastructure failures
  • Third-party service outages beyond our control

10. Appeals and Escalation

10.1. Appeal Process

If your refund request is denied:

  • You may appeal the decision within 30 days
  • Provide additional information or documentation
  • Appeals are reviewed by senior management
  • Final decisions are provided within 5 business days

10.2. External Dispute Resolution

For unresolved disputes:

  • EU customers may use the European Online Dispute Resolution platform
  • Other jurisdictions may have consumer protection agencies
  • Arbitration procedures as outlined in our Terms of Service

11. Contact Information

11.1. Refund Requests

  • Email: support@steamapis.com
  • Subject Line: "Refund Request - [Your Account Email]"
  • Response Time: Within 24 hours

11.2. Billing Questions

  • Email: [billing@steamapis.com]
  • Include: Transaction details and specific questions

11.3. General Support

  • Email: support@steamapis.com
  • Response Time: Within 24 hours for priority issues

12. Policy Updates

12.1. Changes to This Policy

We may update this Refund Policy to reflect:

  • Changes in our services or business model
  • Legal or regulatory requirements
  • Improvements to customer service processes

12.2. Notification

Policy changes will be communicated through:

  • Email notification to registered users
  • Notice on our website and in user dashboards
  • 30 days advance notice for material changes

12.3. Effective Date

This policy applies to all purchases made after the "Last updated" date shown at the top of this document.

By using SteamApis services, you acknowledge that you have read, understood, and agree to this Refund & Delivery Policy.