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Cancellation and Refund Policy

How to cancel a Tokanza subscription and what is refundable for the setup fee and the recurring subscription.

  • Last updated
  • Version 1
  • Effective from

This policy applies to the setup fee and Tokanza subscriptions (not to your store's sales to your own customers, which are your responsibility under your store's policies).

1. Cancellation

  • You can cancel at any time from your store admin panel or by writing to support@tokanza.com.
  • Cancellation stops the next automatic renewal; your store stays active until the end of the current paid period and then stops.
  • Cancellation does not automatically refund the current period unless this policy or the law says otherwise.

2. Setup fee (initial payment)

The setup fee is non-refundable once your store has been provisioned (your store, account and subdomain created and activated). If we are unable to complete provisioning for a reason on our side, we refund the fee in full.

3. Monthly or yearly subscription

  • Recurring fees are not refundable for the current period once it has started; cancellation takes effect from the next cycle.
  • First-payment review: within 0 days of your first subscription payment you may ask us to review a refund of the first subscription cycle (not the setup fee). Reviews are accepted at our discretion based on actual use of the service. (A value of 0 means there is no such window.)
  • Renewal payments are not refunded after they are charged; you can avoid this by cancelling before the renewal date.

4. Your statutory rights

This policy does not affect any mandatory rights the law gives you in your country of residence, including consumer rights where they apply.

5. Special cases

  • A duplicate or erroneous charge caused by a fault on our side is refunded in full.
  • No refund applies when an account is terminated for breaching the Acceptable Use Policy.
  • If you open a chargeback with your bank before contacting us, we may suspend the store until it is resolved.

6. How to request a refund

Email support@tokanza.com with your account email, store name and the reason. We reply within 5 business days, and approved refunds go back to the original payment method, usually within 5 to 10 business days depending on your bank.