Legal
Refund Policy
When a refund applies, and how to cancel.
This policy explains when you can get your money back for a Trace licence, and how cancelling works.
Refunds
- Payments are usually final. We don't refund because of bans, updates, or a change of mind.
- If the problem is on our side, for example the service doesn't work as described and we can't fix it, you get a full refund, and in some cases compensation.
- To ask for one, contact us in Discord with your licence key or the email you paid with.
- Refunds go back to the original payment method through Stripe.
- Don't open a chargeback instead of contacting us. Chargebacks get the account banned permanently, as set out in the Terms of Service.
- This doesn't limit any refund right you have under consumer law that can't be excluded.
Cancelling
- Use the billing portal link in your receipt email, or ask in Discord.
- Cancelling stops renewal. Access continues to the end of the period you've paid for.
- A lifetime licence has nothing to cancel.
Contact
Questions about this document go to Trace in our Discord.