Overview
This Refund Policy explains how Traclux handles trial cancellations, subscription refunds, payment errors, and extra credits. It is designed to be fair to early customers while protecting the service from abuse.
Trial policy
- Growth may include a 7-day trial when offered at checkout.
- A valid payment method may be required to start a trial.
- If you cancel before the trial ends, you should not be charged for the subscription.
- If you do not cancel before the trial ends, the trial may automatically convert into a paid subscription.
Friendly 7-day refund window
For a first subscription charge, you may request a refund within 7 days of the charge by contacting support@traclux.com. We will review the request and may approve a full or partial refund when usage is reasonable and there is no sign of abuse.
Refunds we normally approve
- Duplicate charges caused by a billing error.
- Unauthorized charges reported promptly with enough information for investigation.
- Major service failure that prevents access to the purchased service for a meaningful period.
- First subscription charge refund requests made within 7 days with low or reasonable usage.
Refunds we may decline
- Requests made after the 7-day friendly refund window.
- Accounts with heavy usage, completed reports, exported results, or clear evidence of value already received.
- Custom work, manual analysis, special setup, or services that have already been delivered.
- Used extra credits, consumed add-ons, or metered usage already spent on probes or third-party processing.
- Abusive, fraudulent, policy-violating, or repeated refund behavior.
Extra credits and add-ons
Unused extra credits or add-ons may be eligible for refund review if requested promptly. Credits already consumed by probes, AI processing, reports, or third-party costs are generally not refundable.
How to request a refund
- Email support@traclux.com from the account email used for purchase.
- Include your account email, workspace or brand name, payment date, amount, and reason for the request.
- Do not send full card numbers or sensitive payment credentials by email.
Processing time
Approved refunds are submitted to the payment provider. Your bank, card network, or payment provider may take additional time to post the funds. Payments and billing may be processed by third-party providers, including Waffo Pancake where applicable.
Chargebacks
If you have a billing problem, please contact us first so we can investigate and resolve it. Chargebacks may lead to account suspension while the dispute is reviewed by the payment provider.