Cancellation & Refund Policy

Overview

At HeroMarketer, we believe in transparency and flexibility. This policy outlines our procedures for account cancellations and refund requests for our AI-powered Google Ads management platform.

Cancellation Policy

Subscription Cancellation

• You can cancel your HeroMarketer subscription at any time through your account dashboard
• No long-term contracts or cancellation fees
• Access to the platform remains active until the end of your current billing period
• Campaign data remains accessible for 30 days after cancellation

How to Cancel

1. Log in to your HeroMarketer dashboard
2. Navigate to Settings > Subscription
3. Click “Cancel Subscription”
4. Complete the exit survey (optional but helps us improve)
5. Confirm cancellation

What Happens After Cancellation

• Your Google Ads campaigns will continue running independently of HeroMarketer
• You’ll retain full access to your Google Ads account
• Campaign data and settings can be exported within 30 days of cancellation
• You can reactivate your account at any time by renewing your subscription

Refund Policy

Monthly Subscriptions

• We offer prorated refunds for unused days if you cancel within the first 14 days of your initial subscription
• After the first 14 days, subscriptions are non-refundable for the current billing period
• Future billing periods will not be charged after cancellation

Annual Subscriptions

• Full refund available within the first 30 days of the annual subscription
• After 30 days, refunds are prorated based on unused months, less a 10% administrative fee
• Refund amount = (Remaining months × Monthly rate) – 10% fee

Refund Eligibility

Refunds may be issued in the following cases:

• Technical issues preventing platform access for over 24 hours
• Service unavailability due to system maintenance exceeding 48 hours
• Incorrect charges or billing errors
• Account cancellation within the eligible refund period

Refund Process

1. Submit a refund request to [email protected]
2. Include your account details and reason for the refund
3. Our team will review your request within 2 business days
4. Approved refunds are processed within 5-7 business days
5. Refunds are issued to the original payment method

Exceptions

Non-Refundable Items

• Setup fees
• Custom implementation services
• Third-party integration costs
• Google Ads spend (managed directly through Google)

Special Circumstances

We may consider refund requests outside of these terms in exceptional circumstances. Such cases will be reviewed individually by our customer success team.

Contact Information

For questions about cancellations or refunds:

• Email: [email protected]
• Support Hours: Monday-Friday, 9:00 AM – 6:00 PM EST
• Response Time: Within 24 hours

Policy Updates

• We reserve the right to modify this policy at any time
• Users will be notified of significant changes via email
• The current policy is always available at heromarketer.io/cancellation-refund-policy/

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Last Updated: December 2024