Refund Policy

Last updated: July 13, 2026

This Refund Policy explains how TRUP LLC (“TRUP,” “we,” “us,” or “our”) handles refunds, cancellations, renewals, billing errors, and payment disputes for our software, SaaS, AI-powered tools, mobile games, iOS and iPadOS apps, hosting, cloud infrastructure, email, communication, and related digital services.

1. General Policy

Our services are digital products and online services. Unless otherwise required by law or stated in a product-specific policy, payments are generally non-refundable once a service has been delivered, provisioned, activated, used, or the billing period has started.

We may review refund requests on a case-by-case basis.

2. SaaS Subscriptions

For monthly or annual SaaS subscriptions:

• You may cancel future renewals through the product dashboard or by contacting support.
• Cancellation stops future billing but does not automatically refund the current billing period.
• Partial refunds are generally not provided for unused time in a billing period.
• If you believe you were charged in error, contact support as soon as possible.

Apple App Store purchases and subscriptions

If you purchase a TRUP app, game, in-app item, or subscription through Apple’s App Store, Apple processes the payment and determines refund eligibility under its applicable rules and local law. Request an Apple-billed refund through Apple’s Report a Problem service. Apple-billed subscriptions must be canceled through Apple. TRUP cannot issue a direct refund for a transaction billed by Apple. Purchases made through our website or another direct checkout are handled under this policy.

3. Hosting, Cloud, Servers, and Infrastructure

For hosting, servers, cloud infrastructure, IP addresses, bandwidth, storage, domains, or similar infrastructure services:

• Fees are generally non-refundable once the service has been provisioned, allocated, activated, or used.
• Setup fees, provisioning fees, IP address fees, bandwidth fees, and usage-based fees are generally non-refundable.
• Refunds may be considered if we fail to provision the purchased service, if there is a duplicate charge, or if a billing error occurred.

4. Email, Communication, and Usage-Based Services

For email, messaging, automation, API, or usage-based services:

• Used credits, consumed usage, sent messages, processed requests, and delivered services are non-refundable.
• Unused prepaid credits may be refundable only if required by law or explicitly stated in the applicable product terms.
• Accounts suspended for abuse, spam, fraud, or policy violations are not eligible for refunds unless required by law.

5. Digital Products and One-Time Purchases

One-time digital purchases, downloadable products, software licenses, mobile apps, games, in-game content, templates, reports, or digital deliverables are generally non-refundable once delivered, accessed, or redeemed, except where applicable law or the applicable marketplace rules require otherwise.

6. Free Trials and Promotions

If a service includes a free trial, you must cancel before the trial ends to avoid being charged. For Apple-billed trials and subscriptions, cancellation must be completed through Apple. Promotional credits, coupons, discounts, and special offers have no cash value and are non-refundable.

7. Billing Errors and Duplicate Charges

If you believe you were charged incorrectly or charged more than once, contact hello@trup.org with:

• Your account email.
• Invoice number.
• Transaction ID.
• Date and amount of the charge.
• A brief explanation of the issue.

We will review the issue and, if a billing error is confirmed, issue a correction or refund.

8. Abuse, Fraud, and Policy Violations

We may deny refunds if your account is suspended or terminated for violating our Terms of Service, Acceptable Use Policy, anti-abuse rules, payment processor rules, or applicable law.

This includes spam, phishing, malware, fraud, chargeback abuse, network abuse, illegal content, or attempts to evade enforcement.

9. Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute. We are usually able to resolve billing issues faster through support.

If you file a chargeback, we may suspend the related account or services while the dispute is reviewed. We may submit account records, invoices, usage logs, communications, and other relevant information to the payment processor.

10. How to Request a Refund

To request a refund, contact:

hello@trup.org

Include your account email, invoice number, transaction ID, payment date, amount, service name, and reason for the request.

Refunds, when approved, are generally issued to the original payment method. Processing times may vary depending on the payment processor and bank.