Refund policy

Last Updated: January 31, 2025

We strive to provide a high-quality tracking and attribution platform that meets the needs of our users. However, we understand that sometimes circumstances may require a refund request. This page outlines our refund policy, eligibility criteria, and the process for requesting a refund.

  • General Refund Policy
  • Eligible Refund Scenarios
  • Non-Refundable Scenarios
  • How to Request a Refund
  • Subscription Cancellations vs. Refunds
  • Payment Processing & Disputes
  • Contact Information

1. General Refund Policy

  • Trackity operates on a subscription-based model with monthly and annual billing cycles.
  • All payments are final and non-refundable, except in specific cases outlined below.
  • Users can cancel their subscription at any time, but cancellations take effect at the end of the current billing cycle.
  • Refunds will not be issued for unused subscription periods, voluntary cancellations, or lack of use.

2. Eligible Refund Scenarios

Refunds may be considered in the following cases:

2.1. Billing Errors

If you were incorrectly charged, including:
✔️ Being charged multiple times for the same subscription.
✔️ Being charged after properly canceling before renewal.
✔️ Incorrect pricing applied due to a system error.

2.2. Service Malfunction

If Trackity experienced a verified technical failure that prevented core functionalities (e.g., tracking accuracy significantly disrupted, failure to track conversions, or inability to access the platform), you may be eligible for a refund.

2.3. Unauthorized Transactions

If you suspect fraudulent activity or unauthorized charges, contact us immediately at [email protected] so we can investigate the issue.

3. Non-Refundable Scenarios

  • Refunds will not be provided in the following cases:

    ❌ Voluntary Cancellation – If you cancel your subscription before the next billing cycle, you will retain access until the end of the period, but no refund will be issued for unused time.

    ❌ Lack of Usage – If you signed up for Trackity but did not actively use the platform, you are not eligible for a refund.

    ❌ Not Understanding the Features – It is the user’s responsibility to review Trackity’s capabilities before purchasing. We provide a 14-day free trial for testing before committing to a paid plan.

    ❌ Compatibility Issues – Trackity is specifically designed for Shopify and WooCommerce users. If your store does not fall within these platforms, refunds will not be issued due to incompatibility.

    ❌ Dissatisfaction with Results – While Trackity provides highly accurate tracking and attribution, we do not guarantee that using our platform will directly increase sales or ROAS. Refunds will not be granted based on perceived performance outcomes.

4. How to Request a Refund

If you believe you are eligible for a refund based on the criteria above, follow these steps:

Step 1: Contact Us

Send an email to [email protected] with the subject line “Refund Request – [Your Account Email]”.

Step 2: Provide the Following Details

✔️ Your Trackity account email
✔️ Reason for refund request (billing issue, service malfunction, etc.)
✔️ Supporting evidence (screenshots, transaction details, or error logs)

Step 3: Refund Processing

  • We will review your request within 5-7 business days.
  • If approved, refunds will be processed through Paddle, our payment provider.
  • Refunds typically appear on your original payment method within 5-10 business days (depending on your bank or card issuer).

5. Subscription Cancellations vs. Refunds

  • Canceling your subscription stops future charges but does not grant a refund for the remaining billing period.
  • Users can continue using Trackity until their current billing period ends after cancellation.
  • You can cancel your subscription anytime via your Trackity account settings.

6. Payment Processing & Disputes

  • All payments are securely processed via Paddle, our official billing provider.
  • If you initiate a chargeback or payment dispute, your Trackity account may be permanently disabled until the issue is resolved.
  • We recommend contacting [email protected] before filing any disputes to resolve billing concerns directly.

7. Contact Information

If you have questions about our refund policy, reach out to:

📧 Email: [email protected]
📍 Address: Zuiderlaan 28c, 6905AE Zevenaar, The Netherlands

By using Trackity, you acknowledge that you understand and agree to this refund policy.