Refund Policy
What tocancel charges, what is final once an operation starts, and the three cases in which money goes back.
1. Defined terms
- Provider
- Tocancel Limited (C 116018), , operator of tocancel and the party that receives payment.
- Customer
- The account holder who validated an order on https://www.tocancel.com.
- Trial
- The introductory offer of 48 hours charged at RM 4.19 incl. tax on first subscription.
- Plan
- The monthly subscription that follows the Trial, with no commitment period: Monthly at RM 228.34 incl. tax, Professional at RM 461.34 incl. tax.
- Operation
- Any act performed by tocancel for the Customer: detection of a subscription, optimisation of a charge, lodging of a claim, cancellation of a contract, or issue of a proof.
- Started period
- A monthly period that has begun, whether or not the Customer has used it.
2. Scope
This policy states when a sum paid on https://www.tocancel.com can be returned, under the rules governing cross-border electronic commerce. It supplements the Terms of Sale and Use of tocancel rather than replacing them. The Provider is Tocancel Limited (C 116018), , contactable on billing matters at [email protected].
3. What is charged, and when
| Stage | Amount incl. tax | Trigger |
|---|---|---|
| Trial of 48 hours | RM 4.19 | Order validation |
| Monthly plan | RM 228.34 per month | End of the Trial, then the same date each month |
| Professional plan | RM 461.34 per month | End of the Trial, then the same date each month |
| Floor if the Trial is cancelled in time | RM 4.19 | No further sum falls due |
| Floor if the Trial runs to term on the Monthly plan | RM 232.53 | Trial plus one month |
| Floor if the Trial runs to term on the Professional plan | RM 465.53 | Trial plus one month |
The Plan carries no minimum term. It renews until the Customer stops it under clause 7.
4. When an Operation counts as performed
An Operation is performed, and therefore payable in full, from the moment listed against it. Access to the Services is itself full performance of the Trial.
- Detection: when the account is activated and the list of recurring charges is displayed.
- Optimisation: when the comparison and the saving figure are delivered to the account.
- Claim: when the claim file is validated and sent to the merchant.
- Cancellation: when the letter is generated, printed or handed to the postal operator, whichever happens first.
- Proof: when the certificate and its timestamp are issued.
5. Final amounts and refundable amounts
| Item | Status |
|---|---|
| Trial of 48 hours (RM 4.19) | Final, not refundable |
| Started period on either Plan | Final, not refundable |
| Operation performed or engaged: printing, postage, AI drafting, postal dispatch | Final, not refundable |
| Bank charges, transaction fees, currency conversion costs | Final, not refundable |
| Duplicate charge, unauthorised transaction, qualifying outage | Refundable in part, under clause 8 |
6. Waiver of the right of withdrawal
By validating the order the Customer asks for the Services to begin at once and, under Article L.221-25 of the Consumer Code (EU), waives the right of withdrawal in express terms. The waiver is what opens the customer account and the mail sending tool immediately rather than after a waiting period.
Once the account is activated, or once a file has been validated for dispatch, no sum is returned on the basis of withdrawal.
7. Cancelling the Plan
- Cancellation is made by the Customer from the personal account, at any time.
- It takes effect at the close of the billing period in progress.
- The Started period stays due in full.
- Nothing is returned for a Started period or for an Operation already performed.
8. The three exceptions
A partial refund may be granted at the Provider's sole discretion, and only where one of the following is established.
- Double billing caused by a technical payment error, evidenced by the bank statement.
- A fraudulent transaction carried out without the authorisation of the cardholder.
- A serious malfunction that blocked all use for more than 72 consecutive hours and is attributable to tocancel alone, not to a host, a postal operator, a payment provider or the user.
Send the request to [email protected] with the supporting documents attached. A claim that arrives incomplete or unsupported is refused.
9. Paying an approved refund
Where a refund is agreed in writing, payment is made within 14 business days of validation by customer service, to the payment method used for the original order and to no other.
10. Chargebacks
Raising a bank dispute without cause is a breach of contract. The Provider may then contest the reversal with the card issuer, pass on the bank charges the dispute produced, and close the account for good.
11. Billing contact
- Department: Billing Service, Tocancel.com.
- Email: [email protected].
- Working time zone: GMT+1 (Malta).
- Reply: 5 to 10 business days at most.