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 — Worldwide 14 Active Days

• TraitTune refund window — 14 active subscription days for all customers worldwide. Valid frozen days do not consume this voluntary window. Any mandatory calendar-day right under applicable law is assessed separately, and the more favorable result applies.
• Self-serve, instant: cancel from Settings → Subscription and the refund is issued to your original payment method right away. No email, no waiting on support.
• Refund amount accounts only for attributable usage: if you've used little or nothing, you get all (or nearly all) of your money back; the more you've used, the less is refunded. We do not deduct payment-processing fees.
• After 14 days: monthly charges are non-refundable; your subscription continues until the end of the paid period and then downgrades to Free, with no further charge.
• Cancelling at any time stops the next automatic charge — you keep Pro until the end of the paid period (unless you take an in-window refund, which ends access right away).

4.2 Annual Subscriptions

• Goodwill after the window: Even after the 14-day window, as a goodwill measure you may request a prorated refund of the unused whole months at any time.
• Goodwill 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: Instant self-serve refunds appear on your original payment method within 5–10 business days. You'll receive a confirmation email when the refund is issued.

4.3 Usage Credits

Usage credits are an optional prepaid balance you can add to your account. Where your plan includes usage, credits are used only after that included usage for the current period has run out; features billed directly to the balance, such as workspace analyses, use credits straight away. Credits never expire. The following terms apply:

• Purchases are final: Every purchase of usage credits, including any bonus credits that come with it, is final and non-refundable, whether the credits have been used or not, except where applicable law requires otherwise (see “Your legal rights” below).
• Not cash: Usage credits are not a cash balance and cannot be exchanged for money. They can be used only for eligible TraitTune services.
• After cancellation: If you cancel a subscription or move to the Free plan, your unused credits stay on your account and remain available for eligible TraitTune services.
• Your legal rights: Nothing in this section limits rights you have under applicable consumer law that cannot be waived, including any statutory right of withdrawal where it applies. It also does not affect a refund of a charge you did not authorize or that was taken twice, a refund where the service was not provided, a refund issued by Stripe as merchant of record under its own buyer terms, or your right to dispute an unauthorized charge with your card issuer (§5).
• How to request: Credit purchases are not refunded through Settings → Subscription, and cancelling a subscription does not refund them. If you believe one of the exceptions above applies to a credit purchase, email billing@traittune.com with the subject «Refund Request», including your account email and the purchase date.

4.4 How Your Refund Is Calculated

Self-serve: You don't need to email anyone. Cancel from Settings → Subscription within 14 days and the refund is calculated and issued automatically to your original payment method. We show you the exact amount before you confirm.

What the calculation considers: The refund reflects the proportion of your plan you have already used during the period, accounting only for attributable usage. The free 15-dimension assessment is outside this calculation because it is not a paid service. After the 14 days, the in-window refund no longer applies: your subscription simply runs to the end of the paid period and then downgrades to Free, with no further charge.

Nothing in this Policy limits or waives any non-derogable consumer rights you may have under your local law — including, where applicable, statutory rights of withdrawal.

4.5 Refund Exclusions

Outside the policy window and subject to both this Policy and your non-derogable statutory rights (§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 our documented psychometric methodology, subject to your statutory rights).
• Failure to cancel before the auto-renewal deadline (see §6 — you can cancel in one click from Settings → Subscription).

4.6 How to Get Your Refund

1. Within the applicable window: go to Settings → Subscription and choose Cancel. We show any available refund and the exact amount before confirmation — no email required.
2. The refund appears on your original payment method via Stripe within 5–10 business days. You'll receive a confirmation email when it's processed.
3. Outside the 14-day window, or for a goodwill annual refund (§4.2): email billing@traittune.com with subject «Refund Request», including your full name, account email, plan type, and purchase date.
4. Per §9 of our Privacy Policy (Data Retention & Deletion), your assessment data is preserved on refund unless you separately request account deletion.
5. Each new paid billing period has its own refund eligibility. Suspicious requests may require verification before a discretionary refund; this never affects the policy window or statutory rights.

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 9).

6. Cancellation Process

6.1 How to Cancel

• Self-Service (recommended): Dashboard → Settings → Subscription → Cancel. As simple as signing up; you can decline any optional offer and cancel immediately.
• Email (optional): billing@traittune.com with subject «Cancellation Request». Useful if you cannot access your account.
• Prefer to pause? Instead of cancelling, you can pause your subscription — billing and Pro access pause together and resume automatically, and your data is kept. Manage it in Settings → Subscription.
• 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 usage 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