Refund Policy

By purchasing a paid plan, you agree to this Refund Policy in addition to our Terms of Service.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

1. Refund Period

You may request a full refund within 30 days of your order completion date. This 30-day period applies to both subscription and one-time purchases. After 30 days, the rules in the following sections apply.

If you cancel a recurring subscription, your access typically continues until the end of the current paid billing period, and the cancellation will apply to the next renewal cycle.

2. Monthly and Recurring Subscriptions

For monthly or recurring self-serve subscriptions:

• charges are billed in advance for the applicable billing period;
• within the 30-day refund period, you may request a full refund as stated in section 1;
• after 30 days, cancellations stop future renewals but do not usually create a prorated refund for the unused portion of the current billing period;
• failure to use the service, lower-than-expected usage, or changed business needs does not by itself create refund eligibility after the 30-day period.

If your Founders plan or other promotional recurring plan includes special pricing “for life while active,” canceling that plan means the promotional rate is forfeited and TrexAPI is generally not obligated to restore it later.

3. Token Savings Promise Is Not a Cash Refund

If your plan expressly includes the token savings promise, and the promise criteria are satisfied for a billing month, the standard remedy is a no-charge renewal, extension, or equivalent service credit for the next month of the same eligible plan. Unless we expressly state otherwise, the current self-serve plan that includes this promise is the standard Pro Edge monthly subscription priced at USD $40 per month.

Unless we explicitly state otherwise:

• this benefit is not a cash refund;
• it is not redeemable for cash;
• it cannot be transferred to a different account;
• it does not apply to enterprise, private deployment, or other separately negotiated agreements.

4. Lifetime Plans and One-Time Purchases

You may request a full refund within 30 days of your order completion date (see section 1). After the 30-day period, lifetime plans and other one-time purchases are not refundable unless required by law.

A lifetime purchase applies only to the current self-serve tier described at checkout and does not include future enterprise features, private deployment rights, SLA commitments, or savings-share terms unless those items were expressly included in the offer.

This is because:

• access is granted immediately;
• capacity or promotional inventory may be reserved at purchase;
• the commercial scope of the offer is defined at checkout.

Refund requests based on an expectation that a lifetime plan should later expand into enterprise, private deployment, SLA, or other future commercial rights will generally not be approved unless those rights were explicitly sold as part of the original offer.

If a lifetime or one-time purchase is refunded in an exceptional case, we may revoke the associated access, benefits, and entitlements.

5. Refunds We May Approve

We may approve a refund, partial refund, correction, or credit in cases such as:

• duplicate billing caused by a processing or billing error;
• incorrect charges caused by a platform-side subscription handling issue;
• an unauthorized charge that we can verify was not caused by your failure to secure your account;
• a material billing discrepancy that cannot be reasonably corrected through service credit or future billing adjustment;
• other exceptional cases that we approve in our discretion or as required by law.

6. Situations Usually Not Eligible for Refund

Refunds are typically not available for:

• unused time remaining after cancellation;
• forgetting to cancel before automatic renewal;
• low usage, no usage, or dissatisfaction not caused by a verified billing or technical fault;
• misunderstandings about features that were accurately described at checkout or on the pricing page;
• plan downgrades after a billing period has started;
• requests for cash payout where this policy provides only a no-charge renewal, extension, or service credit under the token savings promise;
• suspensions or terminations caused by fraud, abuse, unlawful conduct, or material Terms violations;
• losses caused by your own configuration, credential management, third-party provider account issues, or unsupported integrations;
• third-party provider outages, pricing changes, policy decisions, account restrictions, or output behavior that are outside TrexAPI’s direct control;
• enterprise or private deployment arrangements governed by a separate contract.

7. Chargebacks

If you initiate a chargeback or payment dispute without contacting us first, we reserve the right to:

• suspend or terminate the associated account;
• revoke promotional pricing, service credits, or lifetime entitlements;
• contest the chargeback where appropriate;
• require direct resolution before restoring service.

Nothing in this section limits any rights you may have under applicable law.

8. How to Request Billing Help

To request a billing review, contact:

[email protected]

Please include:

• the email address associated with your account;
• the approximate billing date;
• the plan you were charged for;
• any receipt, invoice, or subscription identifier you have;
• a short explanation of the issue.

Providing complete information helps us review your case faster.

9. Review Process

When we receive a billing or refund request, we may review:

• account and subscription status;
• billing provider records;
• renewal and cancellation timing;
• usage, provisioning, and access history;
• whether the issue is better resolved through refund, credit, correction, or service extension.

We may ask for additional information where reasonably necessary.

10. Timing

If we approve a refund, the final time for the funds to appear may depend on the payment method, bank, card network, and billing provider. We do not control third-party financial processing timelines.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes apply prospectively unless otherwise required by law. The most current version will appear on this page with an updated “Last updated” date.

12. Contact

For billing, cancellation, or refund questions, contact:

ClawDiary

Email: [email protected]