Refund Policy

Last Updated: June 15, 2024

Thank you for choosing TrustPay for your online advertising automation needs. We value your satisfaction with our services and have established this Refund Policy to outline the conditions under which refunds may be issued. Please read this policy carefully before subscribing to our services.

1. Subscription Services

TrustPay offers various subscription plans for our online advertising automation platform. By subscribing to our services, you acknowledge and agree to the following refund terms:

1.1 Trial Period

For new customers, we may offer a free trial period of our services. During this trial period:

• No payment is required, and therefore no refunds apply
• You can cancel your account at any time during the trial without any charges
• If you do not cancel before the end of the trial period and have provided payment information, your subscription will automatically begin, and you will be billed according to your chosen plan

1.2 Subscription Fees

Our subscription plans are billed on a recurring basis (monthly, quarterly, or annually) depending on the plan you select. Please note the following regarding subscription payments:

• All subscription fees are charged in advance for the upcoming billing period
• Subscription fees are non-refundable except as specifically outlined in this policy
• Subscriptions automatically renew unless cancelled before the renewal date

2. Refund Eligibility

2.1 Cooling-Off Period

For new paid subscriptions, we offer a 14-day cooling-off period from the date of initial payment. During this period:

• You may request a full refund if you are not satisfied with our services
• The refund request must be submitted in writing to our customer support team
• This cooling-off period applies only to your first subscription payment and does not apply to subscription renewals

2.2 Service Unavailability

If our services experience significant downtime or are unavailable for extended periods due to issues within our control:

• You may be eligible for a partial refund proportional to the duration of the service unavailability
• Service unavailability must exceed 24 consecutive hours to qualify for a refund
• Scheduled maintenance and updates, which are announced in advance, do not qualify as service unavailability
• Issues caused by third-party services or factors outside our control do not qualify for refunds

2.3 Subscription Cancellation

If you cancel your subscription:

• You will continue to have access to the services until the end of your current billing period
• No refunds are provided for the remaining unused portion of your current billing period
• You will not be charged for subsequent billing periods after cancellation

2.4 Plan Downgrades

If you downgrade your subscription to a lower-priced plan:

• The change will take effect at the start of your next billing period
• No refunds are issued for the price difference during your current billing period
• You will continue to have access to your current plan's features until the end of the billing period

3. Ineligible for Refunds

The following situations are not eligible for refunds:

• Cancellation of subscription after the 14-day cooling-off period
• Unused subscription time after cancellation
• Issues resulting from your misuse of the services or violation of our Terms and Conditions
• Problems caused by your own hardware, software, network, or Internet connectivity
• Changes in features or functionality that are announced in advance
• Custom development work, implementation services, or other one-time fees
• Account termination due to violation of our Terms and Conditions

4. Refund Process

4.1 How to Request a Refund

If you believe you are eligible for a refund based on this policy, please submit your request using one of the following methods:

• Email: support@trustpay-platform.com
• Contact form: Available on our website at https://trustpay-platform.com/contact
• Phone: +213221959278 (Monday-Friday, 9:00 AM - 6:00 PM CET)

4.2 Required Information

When requesting a refund, please provide the following information:

• Your full name and company name (if applicable)
• The email address associated with your account
• Date of payment
• Subscription plan
• Reason for requesting a refund
• Any relevant documentation or evidence supporting your refund request

4.3 Refund Processing

Once we receive your refund request:

• We will review your request within 5 business days
• If approved, refunds will be processed to the original payment method used for the purchase
• Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account
• We will notify you by email once your refund has been processed

5. Exceptional Circumstances

In exceptional circumstances not covered by this policy, we may consider refund requests on a case-by-case basis at our sole discretion. Such exceptions are not guaranteed and do not constitute a waiver of this policy for future cases.

6. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on our website with a new "Last Updated" date. We encourage you to review this policy periodically for any changes. Your continued use of our services after the posting of changes constitutes your acceptance of such changes.

7. Contact Us