Refund Policy

1. Introduction

This Refund Policy («Policy») governs all refunds and cancellations for services offered by TraitTune, Inc. («TraitTune», «we», «us») through our platform. By purchasing a subscription or service, you acknowledge that you have read, understood, and agree to be bound by this Policy.

2. Service Tiers & Pricing

3. Payment Methods

We accept payments through the following secure, PCI-compliant processors:

4. Refund Terms

4.1 Monthly Subscriptions

• Non-refundable once any service access occurs in the current billing cycle.
• No refunds for unused portions of the current billing cycle.
• Service remains active until the end of the paid period.
• Cancellation prevents future automatic charges only.
• Cancel at least 24 hours before renewal to avoid next charge.
• EU/EEA consumers — see §4.4 for the additional 14-day statutory cooling-off period.

4.2 Annual Subscriptions

• Calculation: Refund = Annual Fee − (Months Used × Standard Monthly Rate).
• Partial months count as full months.
• Any promotional discounts applied at purchase are forfeited upon refund.
• Processing time: 5–10 business days after approval, refunded via Stripe to the original payment method. You'll receive a confirmation email when the refund is issued.

4.3 Top-Up Message Bundles

Top-up bundles are one-time pre-paid credit purchases (TT-PRO messages, never expire). Because credits are consumed instantly on first use, the following rules apply:

• Unused bundles: Refundable in full within 14 days of purchase if zero credits have been consumed.
• Partially used bundles: Non-refundable. Once any credit from the bundle is consumed, the purchase is treated as a substantial digital service consumption (see §4.5).
• EU/EEA exception: If you are a consumer in the EU/EEA, the 14-day right of withdrawal in §4.4 applies to top-up bundles, but the same Article 16(m) carve-out limits refunds once any credit is used.
• Credits do not expire: If you cancel your Pro subscription, any unused top-up credits remain on your account and can be used at any time.

4.4 EU/EEA Consumers — 14-Day Right of Withdrawal

How to exercise the right: Email billing@traittune.com within 14 days of your purchase, stating that you wish to withdraw from the contract. No reason is required. We will process the refund without undue delay and no later than 14 days after we receive your notice.

Limit on refund availability — Article 16(m): Article 16(m) of Directive 2011/83/EU permits us to limit this right once you have given express prior consent and acknowledged that you lose the right of withdrawal upon performance of the digital service. In practice, the right does not apply once you have begun substantial use of the paid service — for example, starting your first Pro AI chat session, consuming any TT-PRO credit from a top-up bundle, or unlocking Pro-only features tied to your assessment results. The free 15-dimension assessment itself is outside the scope of this carve-out because it is not a paid service. We disclose this carve-out at checkout.

Nothing in this Policy waives any non-derogable consumer rights you may have under your local law.

4.5 Refund Exclusions

Subject to the EU/EEA rights in §4.4, we do not provide refunds in cases of:

• Terms of Service violations or account suspension for misuse.
• Promotional, discounted, or gifted subscriptions.
• Force majeure events or service interruptions beyond our control.
• Dissatisfaction with assessment results (results reflect validated psychometric methodology).
• Failure to cancel before the auto-renewal deadline (see §6 — you can cancel in one click from Settings → Subscription).

4.6 How to Request a Refund

1. Email billing@traittune.com with subject «Refund Request» (or «EU Withdrawal» if exercising your §4.4 right).
2. Include: full name, account email, subscription or bundle type, purchase date, and (for non-EU requests) the reason.
3. We will verify your identity and respond within 5 business days.
4. If approved, the refund is issued to the original payment method via Stripe within 5–10 business days. You will receive a confirmation email when the refund is processed.
5. Per §9 of our Privacy Policy (Data Retention & Deletion), your assessment data is preserved on refund unless you separately request account deletion.

5. Chargebacks & Dispute Resolution

• Initial Contact: All disputes must first be submitted to billing@traittune.com.
• Response Time: We respond within 5 business days with a detailed resolution.
• Documentation: Users must provide relevant documentation supporting their claim.
• Escalation: If unresolved after 30 days, disputes are subject to the arbitration framework in our Terms of Service (Section 8).

6. Cancellation Process

6.1 How to Cancel

• Self-Service (recommended): Dashboard → Settings → Subscription → Cancel. One click, no questions asked.
• Email (optional): billing@traittune.com with subject «Cancellation Request». Useful if you cannot access your account.
• Effective: Cancellation takes effect at the end of the current billing period. You keep Pro access until then; no further charges occur.

6.2 Effect of Cancellation

• Pro features become unavailable at end of billing period.
• Your personality profile and assessment data are preserved (we do not delete data on cancellation — see Privacy Policy §9, Data Retention & Deletion).
• Any unused top-up credits remain on your account and never expire.
• You can resubscribe at any time to restore premium access.
• To delete all data, use the separate «Delete Account» function (Settings → Account → Delete account).

7. Policy Updates

• Modification Rights: We reserve the right to modify this Policy at any time.
• Notice: Material changes communicated at least 30 days in advance via email.
• Effective Date: Changes become effective upon posting.
• Governing Version: The version in effect at the time of your purchase applies to that transaction.

8. Contact Information