Refund & Cancellation Policy

Effective date: August 11, 2026

Last updated: August 11, 2026

This Refund & Cancellation Policy applies to all paid subscriptions to the Truee service ("Truee," "we," "us"), an independently operated service. It forms part of our Terms & Conditions.

Payments for Truee are processed by our merchant of record, Paddle. Refunds, where approved, are issued through the same processor and to the original payment method.

1. Summary

• Subscriptions auto-renew (monthly or yearly) until cancelled.
• You can cancel anytime; you keep access until the end of the paid period.
• All payments are generally non-refundable, except in the specific cases listed in Section 4 and where required by law (Section 5).
• Once the VPN redemption code on a yearly plan is used, that plan is no longer refundable (except where required by law) - see Section 6.
• Promotional discounts are governed by each promotion's own terms.

2. Cancellation

2.1 How to cancel. You can cancel your subscription at any time through:

• Your Truee account menu on truee.ai; or
• The subscription-management link in your Paddle receipt email; or
• Contacting support@truee.ai (please allow up to 2 business days for processing; cancellations requested via support are effective as of the date of your request).

2.2 Effect of cancellation. Cancellation stops all future charges. Your subscription and its benefits (including the VPN benefit on eligible yearly plans) remain active until the end of the current paid billing period, after which access ends. Cancellation does not, by itself, entitle you to a refund of the current period.

2.3 Renewal reminders. Where required by law, we (or the payment processor) will send you a reminder before a yearly renewal.

3. General Rule: No Refunds

Except as set out in Sections 4 and 5, all subscription fees are non-refundable and non-creditable, including:

• Partially used billing periods (monthly or yearly);
• Periods where you did not use the Service ("non-usage");
• Dissatisfaction with AI analysis outcomes, including false positives or false negatives, which are an inherent characteristic of AI-based detection disclosed in our Terms (Section 4 of the Terms);
• Forgetting to cancel before an auto-renewal, where the renewal was disclosed at purchase and any legally required reminder was sent;
• Changes in personal circumstances;
• Discounted, promotional, or bundle purchases, unless the specific promotion's terms state otherwise.

4. Exceptions - When We Do Refund

We will issue a refund (full or pro-rata, as appropriate) in the following cases:

4.1 Duplicate or erroneous charges. You were charged twice for the same period, or charged an amount inconsistent with the checkout price. The duplicate/erroneous portion will be refunded in full.

4.2 Unauthorized transactions. A charge was made without your authorization (subject to reasonable verification). We also encourage you to contact your payment provider.

4.3 Extended technical failure caused by us. The core Service was materially unavailable or non-functional for you for a continuous period of more than 72 working hours due to a fault on our side, you reported it to support@truee.ai during or promptly after the outage, and we could not remedy it. Remedy will be a pro-rata refund or service credit for the affected period, at your choice where the law so requires.

4.4 Material removal of paid features. If we permanently remove a core paid feature of your plan mid-term (including discontinuing the VPN benefit for yearly subscribers without a comparable replacement), you may request a pro-rata refund for the remaining portion of the affected period, per Section 6.6 of the Terms.

4.5 Termination by us without cause. If we terminate your subscription other than for your breach, we will refund the prepaid, unused portion.

4.6 Statutory rights. Any refund required by applicable law (see Section 5).

Refund requests under this Section should be sent to support@truee.ai within 30 days of the charge (except statutory rights, which follow the timelines set by law), and should include the email on your account and the transaction ID from your receipt.

5. Statutory Consumer Rights

Nothing in this Policy limits rights you have under mandatory consumer protection law in your country of residence.

5.1 EU / UK 14-day withdrawal right. If you are a consumer in the EU, EEA, or UK, you normally have a 14-day right of withdrawal for online purchases. Because Truee is a digital service supplied immediately, at checkout you will be asked to expressly consent to immediate supply and acknowledge the effect on your withdrawal right, as implemented by the Paddle checkout. As a result, to the extent permitted by law: (a) for digital content supplied immediately with your consent and acknowledgment, the withdrawal right is lost; and (b) for ongoing service periods, if you validly withdraw within 14 days, any refund will be reduced pro-rata for the portion of the service period already provided. Where the withdrawal right applies and is validly exercised, we will refund in accordance with the law. Redeeming the VPN code constitutes a request for full immediate performance of that benefit.

5.2 Other jurisdictions. Consumers in other jurisdictions (including Australia under the Australian Consumer Law, and other countries with non-excludable guarantees) retain all mandatory rights and remedies. Where local law mandates a refund, that law prevails over this Policy.

6. Refunds and the VPN Benefit

The VPN benefit is included only with eligible yearly plans and has no standalone or cash value.

• Once the VPN redemption code has been used or the VPN benefit has been activated, the yearly plan is no longer eligible for a refund, except where a refund is required by mandatory law or falls under Sections 4.1, 4.2, or 4.5 (duplicate/erroneous charge, unauthorized transaction, or termination by us without cause). This is because the VPN benefit is provisioned through a third-party partner and cannot be reversed once redeemed. This condition is disclosed before activation.
• If a yearly plan is refunded before the VPN code is redeemed, the unused code is cancelled immediately upon refund approval.
• No separate or additional refund is available for the VPN benefit itself; it has no standalone or cash value.

7. Discounts and Promotions

Discounted purchases are refundable only as required by Sections 4–5 or by the specific terms of the applicable promotion. Where a refund is due on a discounted purchase, the refund amount is based on the amount actually paid, not the standard list price. Promotional credits and codes have no cash value and are not refundable.

8. How Refunds Are Processed

• Approved refunds are processed by Paddle to the original payment method.
• Refunds are typically initiated within 5 business days of approval; the time for funds to appear depends on your bank or card issuer (commonly 5–10 business days).
• Refunds are issued in the currency of the original transaction; we are not responsible for exchange-rate differences or bank fees.
• When a refund is issued, your subscription (and any bundled benefits, including the VPN) ends as of the refund, unless we tell you otherwise.

9. Chargebacks

If you believe a charge is incorrect, please contact support@truee.ai first - most issues are resolved faster this way than through a bank dispute. Initiating a chargeback on a legitimate, disclosed charge may result in suspension of your account pending resolution. We reserve the right to dispute chargebacks we believe are invalid and to provide transaction evidence to the payment processor.

10. Abuse of This Policy

We may decline refund requests that show a pattern of abuse (for example, repeated purchase-and-refund cycles, or use of refunds to obtain the Service or VPN benefit without payment), except where a refund is required by law.

11. Contact

Refund and cancellation requests, and questions about this Policy:

Truee - an independently operated service

Email: support@truee.ai

Please include your account email and the transaction ID from your receipt.