We want you to buy Tracewall with confidence. Every plan starts with a free trial so you can evaluate the product before paying — and if a charge still doesn't work out, this policy explains how refunds work.
1. The 14-day guarantee
If you're not satisfied, we'll refund a subscription charge when you request it within 14 days of that charge. This applies to:
- Your first payment — the charge after your trial converts, on monthly or annual billing.
- Renewal payments — monthly or annual renewals, requested within 14 days of the renewal date.
Refunds are issued in full to the original payment method.
2. How to request a refund
Email support@tracewall.app from the email on your account (or reply to your payment receipt). Include the email address you subscribed with; you don't need to give a reason, though feedback helps us improve. Refunds are processed by Paddle, our merchant of record, and typically appear within 5–10 business days depending on your payment provider.
3. What isn't refundable
- Charges older than 14 days at the time of the request.
- Partial billing periods when you cancel mid-cycle — instead, your access simply continues until the end of the period you've paid for.
- One-time services already delivered (e.g. onboarding or catalogue-setup add-ons).
- Accounts that repeatedly purchase and refund, or that violate our Acceptable Use Policy.
4. Canceling instead
You can cancel any time and keep access through the end of the paid period — no further charges. Canceling is not a refund request; if you also want the most recent charge refunded and you're within the 14-day window, say so in your email.
5. Your statutory rights
Nothing in this policy limits any non-waivable rights you have under applicable consumer protection law. Where local law grants a longer or unconditional refund right, that law prevails.
6. Contact
Questions about billing or refunds: support@tracewall.app.