Subscription Cancellation
- You can cancel your subscription at any time via the Account → Billing page on the Touch Stay website.
- Cancellation becomes effective at the end of the current billing cycle – you will retain access until that time (other than cancellation of annual plans as set out below).
- Deleting your account or failing to pay does not constitute cancellation.
Refund Eligibility
Refunds are only offered for cancelling renewals of annual plans, under the following conditions:
- A cancellation and refund may be requested within 14 days after the renewal date of an annual plan.
- Monthly subscriptions are non-refundable.
- No refunds are granted after the 14-day refund window has passed.
This means: If your annual subscription renewed and you forgot to cancel, you can cancel and request a refund within 14 days after the renewal, but not before or at the end of the year.
Refund Fees
- All approved refunds are subject to a 5% handling fee, deducted from the total refunded amount.
- A minimum fee of $20 USD applies, even for small refunds.
Post-Refund Access and Future Entitlement
- Once a refund is approved and processed, the subscription is terminated immediately, and all platform access is revoked.
- A subscription that has been refunded is considered closed, and no additional refunds or reactivations will be allowed for that same subscription period or cycle.
Data Retention After Cancellation
- After cancellation (regardless of refund), we retain customer data (e.g., guidebooks, settings) for 90 days, in case of reactivation or a request for a copy of the data.
- After 90 days, we reserve the right to permanently delete all account data unless legally required to retain it.
How to Request a Refund
To request a refund:
- Cancel your subscription via the website.
- Contact our support team within 14 days of your annual renewal, including your account details and the reason for the request.
- Refund requests will be reviewed within 5 business days. If approved, the refund will be issued within 10 business days, minus any applicable handling fee.
Refund Method
- Refunds are issued only to the original payment method
- Refunds cannot be redirected to alternative cards or bank accounts
Legal Rights
We respect all local consumer protection laws. If your jurisdiction grants you additional rights beyond this policy, we will honour them.
Policy Updates
This policy may be updated from time to time. Material changes will apply only to future billing cycles and will be clearly communicated.
