Refund Policy

1. Introduction

At Trustpay, we are committed to providing high-quality advertising automation services to our customers. This Refund Policy outlines our procedures and guidelines regarding refunds for our subscription services.

This Refund Policy is part of our Terms and Conditions and should be read in conjunction with them. By using our services, you agree to the terms of this Refund Policy.

We encourage you to read this Refund Policy carefully before purchasing any of our subscription services. If you have any questions, please contact our customer support team using the information provided in the Contact Us section.

2. Subscription Services

Our services are provided on a subscription basis, which means that you pay a recurring fee (monthly, quarterly, or annually) for continued access to our platform and services. The specific features, limitations, and fees for each subscription plan are described on our website at the time of purchase.

All subscriptions automatically renew at the end of each billing period unless cancelled before the renewal date. By subscribing to our services, you authorize us to charge your payment method for the subscription fee at the beginning of each billing period.

Our subscription services include:

• Campaign Manager Pro
• Analytics Suite
• Conversion Optimizer
• Audience Builder
• Enterprise Suite

3. Trial Period

We may offer free trial periods for some of our subscription services. The specific duration of the trial period will be communicated to you at the time of sign-up. During the trial period, you can explore our platform and services without being charged.

To start a free trial, you will be required to provide your payment information. However, you will not be charged until the trial period expires. If you do not cancel your subscription before the end of the trial period, your subscription will automatically convert to a paid subscription, and your payment method will be charged the applicable subscription fee.

You may cancel your subscription at any time during the trial period to avoid being charged. Once you cancel, you will still have access to the services until the end of the trial period.

Please note that some features or services may be limited during the trial period.

4. Refund Eligibility

Our refund policy varies depending on the subscription type and circumstances. Please review the following guidelines to understand when refunds may be available:

4.1 Monthly Subscriptions

For monthly subscriptions, we offer a 7-day money-back guarantee from the date of initial purchase or from the date of automatic renewal. To be eligible for a refund:

• You must request the refund within 7 days of the purchase or renewal date
• You must provide a valid reason for your refund request
• Your account must be in good standing

4.2 Quarterly and Annual Subscriptions

For quarterly and annual subscriptions, we offer a 14-day money-back guarantee from the date of initial purchase or from the date of automatic renewal. To be eligible for a refund:

• You must request the refund within 14 days of the purchase or renewal date
• You must provide a valid reason for your refund request
• Your account must be in good standing

4.3 Enterprise Subscriptions

For Enterprise subscriptions, refund policies are specified in the individual service agreement. Please refer to your service agreement or contact your account manager for details on refund eligibility.

4.4 Non-Refundable Items

The following are generally not eligible for refunds:

• Subscription fees after the eligible refund period has expired
• Partial refunds for unused portions of a subscription period (except in exceptional circumstances as determined by Trustpay)
• Subscription fees for accounts that have violated our Terms and Conditions
• Customization or implementation services that have already been delivered
• Add-on services or features purchased separately from the main subscription

5. Refund Process

If you believe you are eligible for a refund, please follow these steps:

5.1 Refund Request Submission

1. Contact our customer support team through one of the methods listed in the Contact Us section
2. Provide your account information (email address and company name)
3. Indicate the subscription service for which you are requesting a refund
4. Specify the purchase or renewal date
5. Explain the reason for your refund request

5.2 Refund Review

Once we receive your refund request, our team will review it to determine eligibility based on the criteria outlined in this policy. We will make reasonable efforts to review your request promptly, typically within 3-5 business days.

5.3 Refund Processing

If your refund request is approved:

• The refund will be processed to the original payment method used for the purchase
• You will receive a confirmation email once the refund has been processed
• The refund may take 5-10 business days to appear on your statement, depending on your payment provider
• Your access to the subscription services will be terminated once the refund is processed

5.4 Refund Denial

If your refund request is denied, we will provide you with the reason for the denial. If you believe the denial was made in error, you may appeal the decision by responding to the denial notice with additional information supporting your request.

6. Exceptional Circumstances

We understand that exceptional circumstances may arise that were not anticipated in this policy. In such cases, we may consider refund requests on a case-by-case basis, even if they do not strictly meet the eligibility criteria outlined above.

6.1 Service Unavailability

If our services experience significant downtime or are unavailable for an extended period (more than 24 consecutive hours) due to reasons within our control, we may offer a prorated refund for the affected period or extend your subscription period accordingly.

6.2 Technical Issues

If you encounter persistent technical issues that significantly impair your ability to use our services, and our support team is unable to resolve these issues within a reasonable timeframe, we may consider a partial or full refund based on the severity and duration of the issues.

6.3 Major Service Changes

If we make significant changes to our services that materially reduce functionality or features during your subscription period, and these changes adversely affect your use of the services, we may offer a prorated refund for the remainder of your current subscription period.

6.4 Documentation

To request a refund under exceptional circumstances, you may be required to provide documentation or evidence supporting your claim. This could include records of support tickets, screenshots, or other relevant information that helps us evaluate your request.

7. Subscription Cancellation

Cancellation of your subscription is different from requesting a refund. You may cancel your subscription at any time to prevent future automatic renewals and charges.

7.1 How to Cancel

To cancel your subscription:

1. Log in to your account on our website
2. Navigate to the "Account Settings" or "Subscription" section
3. Click on "Cancel Subscription" or a similar option
4. Follow the prompts to confirm your cancellation

Alternatively, you may contact our customer support team to assist you with the cancellation process.

7.2 Effect of Cancellation

When you cancel your subscription:

• Your subscription will not automatically renew at the end of the current billing period
• You will continue to have access to the services until the end of your current billing period
• No further charges will be made to your payment method for that subscription
• Cancellation does not automatically entitle you to a refund for the current billing period

7.3 Reactivation

If you cancel your subscription and later wish to reactivate it, you may do so by logging into your account and following the reactivation process. Please note that pricing and available features may have changed since your previous subscription.

8. Payment Disputes

We encourage you to contact our customer support team before initiating a payment dispute or chargeback with your payment provider. Many issues can be resolved through our customer support channels, and initiating a dispute may result in additional complications.

8.1 Unauthorized Charges

If you believe you have been charged without authorization, please contact us immediately. We will investigate the matter and work to resolve it promptly.

8.2 Chargebacks

If you initiate a chargeback for a charge that we believe was legitimate and in accordance with our Terms and Conditions, we reserve the right to:

• Provide evidence to your payment provider to contest the chargeback
• Suspend or terminate your account
• Recover any costs incurred as a result of the chargeback
• Apply additional fees for processing the chargeback

8.3 Dispute Resolution

If you have a dispute regarding a charge, we will make reasonable efforts to resolve the dispute amicably. This may include reviewing account activity, service usage, and communication records to determine the validity of the charge.

9. Updates to This Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting the updated policy on our website.

Your continued use of our services after the posting of changes constitutes your acceptance of such changes. We encourage you to review this policy periodically to stay informed about our refund practices.

The date at the top of this page indicates when this Refund Policy was last updated.

10. Contact Us

If you have any questions, concerns, or requests regarding this Refund Policy or our refund practices, please contact us using one of the following methods:

We strive to respond to all inquiries within 24 business hours.