In short

The first payment for a paid plan (Starter or Pro) is refundable in full within 14 days of purchase.
After that, payments are not refunded, but you can cancel at any time and keep access until the period you paid for ends.
The 7-day free trial costs nothing. Cancel before it ends and you are not charged, so there is nothing to refund.

Our orders are processed by Paddle, which is the Merchant of Record. Refunds are paid back through Paddle to the payment method you used.

14-day refund on your first payment

If you buy a paid plan and it is not for you, ask for a refund within 14 days of the date of that first payment and we will refund it in full, no questions asked. This covers the first payment for your account, whether you chose monthly or yearly billing.

The 14 days start on the day the payment is taken. If you started with the free trial, that is the day the trial ends and your payment method is first charged.
It applies once per customer. If you cancel, get a refund and later buy again, the new purchase is not eligible for the 14-day refund.
If you ask in time, a refund of a first payment ends the paid plan and your account moves to a limited no-charge tier.

What isn’t refundable

Renewals. Automatic renewals of monthly or yearly plans. Cancel before the renewal date if you do not want to be charged.
Used tokens and usage. Token add-ons that have been used, and replies already billed against your balance (including overage), because the AI model cost has been incurred.
Payments after the 14 days of your first payment, and upgrades after that window, other than as described under Your legal rights and Billing errors.
Accounts closed for breaking our acceptable-use rules.
Third-party costs, such as fees charged by messaging platforms or other services you connect.

Cancelling

You can cancel a paid plan at any time. Cancelling stops the next renewal. You keep the plan, and its limits, until the end of the period you have already paid for, and then your account moves to a limited no-charge tier. We do not refund the unused part of a period after the 14-day window.

Downgrading to a cheaper plan or to a shorter billing period works the same way: it takes effect at the end of the paid period. If we end the service altogether, we will refund prepaid fees for the time left, as stated in the Terms of Service.

Balance and add-ons

Funds you add to your account balance pay for token add-ons and for replies after your plan’s monthly tokens run out. If you ask within 14 days of adding funds, we will refund the part of that payment you have not used. Used funds and add-on tokens already consumed are not refundable. Add-on tokens expire at the end of the month they are bought in; unused tokens do not roll over and are not refunded after the 14-day window.

How to ask

Email hello@truplexy.com from the address on your account, or contact Paddle through the link in your payment receipt, within the 14 days.
Tell us the business name and, if you have it, the order or invoice number. A reason helps us improve but isn’t required.
We aim to reply within 3 business days. Approved refunds are issued through Paddle to your original payment method, and your bank may take 5–10 business days to show it. We cannot refund to a different method.

Paddle’s help centre explains its side of payments. Its buyer terms apply to the purchase too.

Your legal rights

This policy doesn’t take away rights you have under the law where you live, such as a statutory cooling-off period or a remedy for a service that wasn’t as described. Where such a right applies, it applies in addition to this policy.

Billing errors

If you were charged the wrong amount, charged twice, or charged after a cancellation that went through in time, tell us and we will fix it and refund the difference, whenever it is spotted. Report it as soon as you can; the sooner, the easier it is to trace.

Contact

hello@truplexy.com
Zenova Agency, Gazipur, Bangladesh

See also: Terms of Service · Privacy Notice

Refund Policy