Refund & Cancellation Policy

1. How subscriptions start

New customers come on board through a demo on their own catalog. A subscription begins when you confirm it via Stripe Checkout, and you are charged from that point. We do not operate a self-serve free trial, so there is no trial period to refund.

2. Monthly subscriptions

Monthly subscriptions are non-refundable for the current paid period. When you cancel:

• You retain full access to the Service until the end of the period you have already paid for.
• We do not bill you again from that point forward.
• We do not refund any fees already paid for the current or any prior period.

This reflects standard B2B SaaS practice and recognises the operating costs we incur to keep the Service available to you across the period.

3. Annual subscriptions

If we offer you an annual billing arrangement (typically at a discount to the monthly rate) and you cancel mid-term, we will refund:

• The unused, full calendar months remaining in your annual term, on a pro-rata basis,
• Less a 10% administration fee on the refunded portion, and
• Less any discount applied to the original annual price (i.e. we reset to the monthly equivalent for the months you used).

Annual refunds require a written request to info@promotrace.io and are processed within 14 days of approval.

4. Refunds for billing errors or service failure

The non-refundable rules above don't apply when:

• We accidentally bill you twice or charge an incorrect amount — we'll refund the difference promptly, no questions asked.
• We materially fail to provide the Service for a sustained period (typically more than 24 consecutive hours, excluding pre-announced maintenance) — contact us, and we'll discuss a service credit or partial refund proportionate to the disruption.
• You have a documented dispute over a feature you paid for that we removed or materially changed without giving you the 30 days' notice promised in our Terms.

5. Stripe disputes and chargebacks

If you pay by card via Stripe, you can also file a dispute through your card issuer. We respond to Stripe disputes within 5 business days. We ask that you contact us at info@promotrace.io first — most billing concerns can be resolved much faster than the 30+ day Stripe dispute process, and a friendly conversation usually beats a chargeback.

Repeated unjustified chargebacks may result in immediate termination of your account under our Terms of Service, section 5.2 and 6.

6. What you keep after cancellation

Cancellation does not delete your data immediately. Per our Privacy Policy and Terms of Service:

• For 90 days after cancellation, you can log in to export your Customer Data (calculation history, reports, account settings).
• After 90 days, your Customer Data is permanently deleted, except for invoices and audit logs we are required by law to retain.
• You can request earlier deletion by emailing us; we honour erasure requests within 30 days where lawful.

7. How to request a refund

Email info@promotrace.io with the following:

• Your account email and company name.
• The invoice number(s) you're querying.
• A short description of the issue.

We aim to acknowledge within 2 business days and resolve within 14 days. Approved refunds go back to the original payment method (Stripe card, bank account) — we cannot redirect a refund to a different account.

8. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date at the top reflects the most recent version. For material changes, we'll email account holders with at least 30 days' notice. Refund requests are processed under the policy in effect on the date of the relevant invoice.