Refund Policy

Last updated: May 10, 2026

Summary

Paid TrueClara subscriptions are billed through Paddle as merchant of record. Subscriptions are generally non-refundable for billing periods that have already started, except where applicable law requires otherwise, Paddle determines a refund is required, there is a billing error, we materially discontinue paid functionality during a prepaid term without a reasonable substitute, or a first self-serve paid purchase qualifies for 14-day activation protection review.

1. Scope

This Refund Policy applies to paid TrueClara subscriptions purchased through Paddle or an approved TrueClara order process. It forms part of the Terms of Service.

2. Cancellations

You may cancel a subscription through the dashboard, Paddle buyer portal if available, or by contacting hello@trueclara.com.

Cancellation stops future renewal. Unless your Order Form says otherwise, cancellation takes effect at the end of the current billing period.

3. Activation protection review

First self-serve paid purchases may be submitted for 14-day activation protection review through Settings > Billing or by emailing hello@trueclara.com with your Paddle transaction reference and account email.

Requests are not automatic refunds. We review whether the workspace activated successfully, whether production traffic or value-route usage indicates meaningful activation, whether support could reasonably resolve the issue, and whether there are abuse or repeat-refund signals.

4. General refund rule

Subscription fees are non-refundable for billing periods that have already started, except as described in this policy or required by applicable law.

We do not provide refunds for:

• unused days in a billing period after cancellation;
• failure to use the Service;
• customer misconfiguration;
• hitting plan limits;
• temporary downtime that does not materially remove paid functionality;
• change of mind outside the first-purchase activation protection review window; or
• loss of access caused by your breach of the Terms or Acceptable Use Policy.

5. Refunds we may provide

We may provide a refund or credit where:

• you were double-charged;
• the amount charged was incorrect;
• a paid subscription was activated incorrectly;
• a first self-serve paid purchase is submitted for activation protection review within 14 days of the initial paid transaction and has not meaningfully activated;
• Paddle, a card network, payment provider, court, or regulator requires a refund;
• mandatory consumer law gives you a refund or withdrawal right;
• we materially discontinue core paid functionality during a prepaid term and do not provide a reasonable substitute; or
• an Order Form expressly provides a different refund right.

6. Statutory rights

Nothing in this policy limits mandatory consumer rights or statutory refund rights that apply in your jurisdiction.

Where a mandatory withdrawal or refund right applies to digital services, Paddle may handle the refund process as merchant of record.

7. How to request a refund

Use Settings > Billing or email hello@trueclara.com with:

• account email;
• workspace name;
• Paddle transaction, invoice, or order reference;
• amount and date charged; and
• reason for the request.

We may ask for additional information to verify the request.

8. Processing

Approved refunds are generally processed through Paddle to the original payment method where possible. Processing times depend on Paddle, banks, card networks, and payment providers.

9. Contact

Billing: hello@trueclara.com Legal: legal@trueclara.com

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