Refund Policy

TraceHawk offers paid subscription plans (Pro at $99/month, Business at $399/month, and Enterprise at $799+/month) billed through our Merchant of Record, Paddle. This Refund Policy explains when and how you can request a refund.

You may request a full refund within 30 days of your initial purchase of any paid plan. This applies to the first billing cycle only.

The following are eligible for a refund:

• First-time subscription payments made within the past 30 days.
• Accidental duplicate charges.
• Charges incurred after a cancellation was submitted but not yet processed.
• Service outages exceeding 72 consecutive hours during the billing period, as verified by our uptime monitoring.

The following are not eligible for a refund:

• Subscription renewals beyond the first billing cycle (you may cancel to prevent future charges).
• Partial-month usage — we do not prorate mid-cycle cancellations.
• Upgrades between plans (e.g. Pro to Business) once the new plan has been actively used.
• The Free tier (no payment is involved).
• Enterprise contracts with custom terms — refunds for Enterprise are governed by your individual agreement.

To request a refund, email us at billing@tracehawk.dev with:

• Your account email address.
• The date and amount of the charge.
• The reason for your refund request.

Alternatively, you can contact us through the in-app support widget or at support@tracehawk.dev.

We review refund requests within 5 business days. Once approved, the refund is processed by Paddle and typically appears on your statement within 5–10 business days, depending on your payment provider and financial institution.

You will receive an email confirmation when the refund has been issued.

You may cancel your subscription at any time from the Settings page in the TraceHawk dashboard or by emailing billing@tracehawk.dev. Cancellation takes effect at the end of your current billing period — you retain access to paid features until then.

Cancelling your subscription does not automatically trigger a refund. If you believe you are eligible for a refund, please submit a request as described in Section 4.

Upgrades: When you upgrade (e.g. Pro → Business), you are charged the prorated difference for the remainder of your current billing cycle. The new plan rate applies at your next renewal.

Downgrades: When you downgrade, the change takes effect at the start of your next billing cycle. No refund is issued for the remaining time on the higher-tier plan.

We encourage you to contact us before filing a chargeback with your bank. Chargebacks incur processing fees and may result in account suspension. We are happy to resolve billing issues directly and promptly.

We may update this Refund Policy from time to time. Material changes will be communicated via email or an in-dashboard notice. The "Last updated" date at the top of this page reflects the most recent revision.

Billing and refund inquiries: billing@tracehawk.dev