Refund Policy
Effective June 12, 2026
TrackVis sells digital subscriptions and export credits. Because the Service delivers immediate digital value, refunds are limited as described below.
1. Free trial exports
During beta or promotional periods, we may offer a limited number of free MP4 exports without payment. Free trial exports are not refundable (no charge was made).
2. Subscriptions (Studio, Label)
- Cancel anytime — Use Account → Manage subscription (Stripe Customer Portal). Cancellation stops future renewals; you keep access through the end of the paid period unless otherwise required by law.
- No partial refunds — We generally do not refund unused time on a monthly subscription once the billing period has started.
- Proration on plan changes — Upgrading or downgrading mid-cycle is handled by Stripe proration rules shown at checkout.
3. One-time export packs
Release Pack and Campaign Pack purchases add export credits to your current billing period. Because credits are applied immediately, export packs are non-refundable once purchased, except as required by law or in cases of billing error (Section 4).
4. Billing errors and duplicate charges
If you were charged in error, charged twice, or did not receive exports you paid for due to a verified system failure on our side, contact us within 14 days of the charge:
Include your account email, date of charge, and a brief description. We will review Stripe records and export logs and issue a refund or credit if appropriate.
5. Technical failures
Failed MP4 exports (encoding errors, timeouts) do not count against your export quota. If you believe a successful export was incorrectly counted or a paid export failed repeatedly, contact support with the approximate time of the attempt.
6. Chargebacks
Please contact us before initiating a chargeback so we can resolve the issue. Accounts with abusive chargebacks may be suspended.
7. EU/UK consumers
Where applicable law provides a statutory right of withdrawal for digital services, you acknowledge that delivery begins immediately upon purchase or first export and you may lose the withdrawal right once the digital service has been fully performed, as permitted by law.
8. Contact
Refund requests: hello@trackvis.app