Refund & Cancellation Policy

Effective Date: 19 March 2026 · Last Updated: 19 March 2026

1. Overview

This Refund & Cancellation Policy ("Policy") governs all subscription purchases, cancellations, and refund requests made on TrueFio (accessible at truefio.com), a cloud-based Software-as-a-Service (SaaS) platform operated by an Indian company registered under the Companies Act, 2013. TrueFio provides real-time profit tracking, RTO intelligence, ad attribution, and AI-powered optimization tools purpose-built for Indian Direct-to-Consumer (D2C) brands and performance marketing agencies.

By subscribing to any paid plan on TrueFio, you acknowledge that you have read, understood, and agree to be bound by the terms of this Policy. This Policy should be read in conjunction with our Terms of Service and Privacy Policy.

All amounts referenced in this Policy are denominated in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST) at the prevailing rate of 18%, unless explicitly stated otherwise. Payments are processed through Razorpay Payment Gateway or via direct bank transfer, as described in later sections.

2. Definitions

• "Platform" refers to TrueFio, including its web application, APIs, dashboards, and all related services.
• "Subscriber" / "You" refers to any individual or business entity that creates an account and subscribes to a paid plan on the Platform.
• "Subscription" refers to the recurring paid plan selected by the Subscriber, billed either monthly or annually.
• "Billing Cycle" means the recurring period (monthly or yearly) for which you are billed. Monthly cycles are 30 calendar days; yearly cycles are 365 calendar days from the subscription start date.
• "Brand Plans" refer to the subscription tiers designed for individual D2C brands: FREE (trial), Starter (₹999/mo), Growth (₹2,999/mo), and Pro (₹4,999/mo).
• "Agency Plans" refer to the subscription tiers designed for performance marketing agencies: Starter (₹4,999/mo), Growth (₹9,999/mo), and Enterprise (₹19,999/mo).
• "Yearly Discount" means the 20% discount applied when a Subscriber opts for annual billing instead of monthly billing on any paid plan.
• "Payment Gateway" refers to Razorpay, the third-party payment processor used by the Platform to handle credit card, debit card, UPI, and netbanking transactions.
• "Business Days" means Monday through Friday, excluding Indian national and bank holidays.

3. Free Trial Policy

TrueFio offers a 7-day free trial to all new users. The trial is designed to give you full access to the Platform's core features so you can evaluate whether TrueFio is the right fit for your business before committing to a paid subscription.

3.1 Trial Terms

• No payment information required. You do not need to provide a credit card, debit card, UPI ID, or any other payment method to start your free trial. There is zero risk of accidental charges.
• Duration: The free trial lasts exactly 7 calendar days from the date of account creation.
• Feature access: During the trial, you will have access to limited features equivalent to the FREE plan, including one ad account connection, one store, basic RTO tracking, and 7 days of data retention.
• Auto-downgrade: At the end of the 7-day trial period, your account will automatically downgrade to the FREE plan. There is no automatic conversion to a paid plan, and no charges will be applied unless you explicitly choose to upgrade.
• One trial per entity: Each business entity (identified by email domain, GST number, or payment identity) is eligible for one free trial. Attempts to create multiple trial accounts may result in account suspension.

3.2 No Refunds on Free Trial

Since the free trial does not require any payment, there are no refunds associated with it. If you voluntarily upgrade to a paid plan during your trial period, the paid subscription terms and refund eligibility described in subsequent sections will apply from the date of the upgrade.

4. Subscription Cancellation

You may cancel your TrueFio subscription at any time through your account settings dashboard or by contacting our support team at support@truefio.com. The terms of cancellation differ based on your billing cycle.

4.1 Monthly Subscription Cancellation

• Cancel anytime: You may cancel your monthly subscription at any point during your current billing cycle.
• Access continues until period end: Upon cancellation, you will retain full access to all paid features until the end of your current billing period. For example, if your billing cycle renews on the 15th of each month and you cancel on the 5th, you will continue to have access until the 15th.
• No refund: Monthly subscriptions are not eligible for any refund — partial, prorated, or full. Cancellation simply prevents the next renewal charge.
• Auto-renewal stops: No further charges will be made after cancellation. Your account will automatically downgrade to the FREE plan at the end of the current period.
• Recommendation: If you are unsure about committing, we recommend starting with the 7-day free trial or a monthly plan before switching to yearly.

4.2 Yearly Subscription Cancellation & Refund

Yearly subscriptions follow a tiered refund window based on how long you have been subscribed. The refund eligibility decreases over time as outlined below:

Yearly Refund Examples

• Access continues: Regardless of refund status, after cancellation you retain access to all paid features until the end of the current annual billing period.
• One refund per entity: The yearly refund window applies once per business entity. If you cancel, receive a refund, and re-subscribe, the refund window does not reset.
• Gateway fees: Razorpay payment processing fees (typically 2–3%) are non-refundable as they are charged by the payment gateway and cannot be recovered.

5. Refund Eligibility

TrueFio strives to ensure every subscriber gets value from our platform. The following outlines the circumstances under which refunds are and are not available.

5.1 Eligible for Refund

a) Yearly Plans — Tiered Refund (see Section 4.2 above)

Yearly subscriptions are eligible for refund based on the tiered window: full refund within 7 days,refund minus 1 month within 8-15 days, and no refund after 15 days. See Section 4.2 for complete details, examples, and calculations.

b) Monthly Plans — No Refund

Monthly subscriptions are non-refundable under any circumstance. This includes dissatisfaction, change of mind, failure to use the platform, or data not matching expectations. Cancel anytime to prevent the next charge, but the current month's payment will not be refunded.

c) Technical Issues Preventing Service Use

If you experience persistent technical issues that materially prevent you from using the Platform's core functionality (e.g., inability to connect integrations, dashboard not loading, data sync completely non-functional), and our support team is unable to resolve the issue within 5 business days of you reporting it, you may be eligible for a partial or full refund on a case-by-case basis. We will require documented evidence of the reported issue and our support team's troubleshooting efforts.

d) Double or Accidental Charges

If you are charged more than once for the same billing period, or if an erroneous charge is applied to your account due to a system or payment gateway error, you will receive a full refund of the duplicate or erroneous amount within 5 business days of the issue being identified or reported. No deductions will be applied in these cases. Please report duplicate charges immediately at support@truefio.com with your transaction ID and payment screenshot.

5.2 Not Eligible for Refund

The following situations are not eligible for a refund:

• All monthly subscriptions: Monthly plans are non-refundable. No exceptions.
• Yearly plans after 15 days: Refund requests made more than 15 calendar days after the yearly subscription date will not be honored.
• Change of mind: Deciding that you no longer want to use TrueFio, switching to a competitor, or simply changing your business strategy does not constitute grounds for a refund.
• Failure to use the Platform: If you subscribe to a paid plan but fail to log in, connect integrations, or otherwise use the Platform during the billing period, no refund will be issued. The Platform was available and accessible; non-usage is not a refund-eligible reason.
• Data not matching expectations: TrueFio provides tracking and attribution based on the data fed into it by your connected integrations (Meta Ads, Shopify, Shiprocket, etc.). If the data or metrics shown on TrueFio differ from what you see on other platforms, this is often by design—TrueFio shows TRUE profit after real costs. Discrepancies between TrueFio and other reporting tools are not grounds for a refund.
• Violation of Terms of Service: If your account is suspended or terminated due to a violation of our Terms of Service, you are not eligible for any refund.
• Third-party issues: Downtime or data discrepancies caused by third-party services (Meta, Google, Shopify, shipping providers, etc.) are outside our control and do not qualify for refunds.
• Add-on purchases: One-time add-on purchases or marketplace integrations, if offered, are non-refundable once activated unless explicitly stated otherwise at the time of purchase.

6. Refund Process

6.1 How to Request a Refund

To initiate a refund request, send an email to support@truefio.com with the following information:

• Subject line: "Refund Request — [Your Company Name]"
• Your registered email address and company/brand name on TrueFio
• The Razorpay transaction ID or bank transfer reference number
• Date of the charge
• Amount charged
• Reason for the refund request (please be specific)
• Any supporting screenshots or documentation (especially for technical issues or duplicate charges)

6.2 Processing Timeline

Total expected time from request to receipt: 14–24 business days in typical cases. We will keep you informed via email at each stage of the process.

6.3 Razorpay Refunds

Refunds for payments made via Razorpay (credit card, debit card, UPI, or netbanking) will be processed back to the original payment method used at the time of purchase. This is a Razorpay policy and cannot be overridden. Specifically:

• Credit/Debit Card: Refund credited to the same card. May take 5–10 business days to reflect in your statement.
• UPI: Refund credited to the same UPI-linked bank account. Typically 3–7 business days.
• Netbanking: Refund credited to the same bank account used for the netbanking transaction. Typically 5–10 business days.

TrueFio does not have control over the exact time taken by your bank or card issuer to reflect the refund. If the refund has been initiated on our end and you do not see it after 14 business days, please contact your bank first, then reach out to us with the Razorpay refund ID for further assistance.

6.4 Bank Transfer Refunds

For subscriptions paid via direct bank transfer (NEFT/RTGS/IMPS), refunds will be processed via NEFT or IMPS to a bank account provided by you. You will need to share the following details with our support team:

• Account holder name (must match the name on the TrueFio account or authorized signatory)
• Bank name and branch
• Account number
• IFSC code
• A cancelled cheque or bank statement as verification (for amounts above ₹10,000)

Bank transfer refunds are typically processed within 3–5 business days after approval.

7. Plan Upgrades & Downgrades

7.1 Upgrades

You may upgrade your subscription plan at any time during your billing cycle. When you upgrade:

• Prorated billing: You will be charged only the prorated difference between your current plan and the new plan for the remaining days in your current billing cycle. The upgrade takes effect immediately.
• Immediate access: All features of the higher-tier plan become available instantly upon successful payment of the prorated amount.
• Next renewal: Your next billing cycle will be charged at the full rate of the new (upgraded) plan.
• Yearly to yearly: If you upgrade from one yearly plan to a higher yearly plan, the prorated calculation accounts for both the remaining value of your current plan and the cost of the new plan for the remaining period.

7.2 Downgrades

Downgrades to a lower-tier plan are not available mid-cycle. If you wish to move to a lower plan:

• You may schedule the downgrade, and it will take effect at the start of your next billing cycle (monthly renewal date or annual renewal date).
• You will retain access to all features of your current plan until the end of the current billing period.
• No refund or credit is issued for the difference between the current plan and the lower plan for the current period.
• Upon downgrade, features exclusive to the higher-tier plan will become inaccessible. Data associated with those features will be retained for 30 days, after which it may be permanently deleted.

8. GST on Refunds

All TrueFio subscription prices are inclusive of Goods and Services Tax (GST) at the rate of 18%, as applicable under Indian tax law. GST is applied as follows:

• Intra-state supply (subscriber and TrueFio in the same state): CGST (9%) + SGST (9%)
• Inter-state supply (subscriber and TrueFio in different states): IGST (18%)

When a refund is processed:

• A credit note will be issued against the original tax invoice for the refunded amount. This credit note will be shared with you via email in PDF format.
• GST will be refunded proportionally along with the base subscription amount. For example, if your subscription was ₹2,999 (inclusive of ₹457.14 GST) and you receive a 50% prorated refund, you will receive ₹1,499.50 (inclusive of ₹228.57 GST refund).
• The credit note will contain all mandatory fields as required by GST regulations, including the original invoice number, credit note number, GSTIN (if provided), and the HSN/SAC code for the service.
• If you have already claimed Input Tax Credit (ITC) on the original invoice, you are responsible for reversing the corresponding ITC upon receipt of the credit note, as per GST law.

9. Failed Payments & Grace Period

Subscription renewals are charged automatically on the renewal date. If a payment fails (due to insufficient funds, expired card, bank decline, UPI timeout, or any other reason), the following process applies:

9.1 Grace Period

• You will receive a 3-day grace period from the date of the failed payment. During this period, your account will remain fully active with all paid features accessible.
• We will attempt to retry the payment automatically up to 3 times during the grace period (on day 1, day 2, and day 3).
• You will receive email notifications on each failed attempt with instructions to update your payment method.

9.2 Account Suspension

• If payment is not received by the end of the 3-day grace period, your account will be suspended. During suspension, you will not be able to access dashboards, reports, or any paid features. You will only be able to log in to update your payment method.
• Integrations and data syncing will be paused during suspension. No new data will be pulled from your connected platforms.

9.3 Data Retention After Suspension

• Your data (dashboards, reports, integration configurations, historical data) will be retained for 30 calendar days after account suspension.
• If you reactivate your subscription within 30 days, all your data and configurations will be restored.
• After 30 days of suspension, your account will be permanently downgraded to the FREE plan, and data beyond the FREE plan's retention limit (7 days) will be permanently and irreversibly deleted.
• You will receive reminder emails at 7 days, 14 days, and 25 days into the suspension period before any data deletion occurs.

10. Bank Transfer Payments

TrueFio offers direct bank transfer (NEFT/RTGS/IMPS) as an alternative payment method, particularly for enterprise clients and agencies. Bank transfer payments require manual confirmation by our admin team.

10.1 Pending Payments

• When you initiate a subscription payment via bank transfer, the payment will be in a pending status until our admin team verifies and confirms receipt of the funds.
• You may cancel a pending bank transfer payment at any time before it is confirmed by our admin team. Cancellation of a pending payment is immediate and does not require a refund since no subscription has been activated.
• If funds were already transferred but the payment is still pending confirmation, please email support@truefio.com with the bank transfer receipt for expedited processing.

10.2 Confirmed Bank Transfer Payments

• Once a bank transfer payment is confirmed and your subscription is activated, the same refund policy as Razorpay payments applies (Sections 4, 5, and 6 of this Policy).
• Refunds for confirmed bank transfer payments will be processed via NEFT/IMPS to the bank account details you provide (see Section 6.4).

11. Agency Plans

Agency plans (Starter, Growth, and Enterprise) allow performance marketing agencies to manage multiple client brands under a single billing umbrella. The following additional terms apply to agency subscriptions:

11.1 Agency Billing Responsibility

• The agency is solely responsible for all billing related to its subscription. TrueFio bills the agency directly; we do not bill individual client brands managed under an agency account.
• Any billing arrangement between the agency and its clients is strictly between those parties. TrueFio is not a party to such arrangements.

11.2 Client Brand Removal

• Removing a client brand from your agency account (whether due to the client leaving, contract termination, or any other reason) does not trigger a refund or prorated credit.
• Agency plans are priced based on the maximum number of brands available in the plan tier, not the number of brands currently active. Reducing the number of managed brands does not reduce your subscription cost or create a refund obligation.
• If you need to manage fewer brands, you may downgrade your agency plan at the next renewal date as described in Section 7.2.

11.3 Agency Cancellation

Agency cancellation follows the same rules as brand plan cancellation (Section 4). Upon cancellation, all client brand dashboards under the agency account will become inaccessible at the end of the billing period. Client brands will have the option to create independent TrueFio accounts if they wish to continue using the Platform.

12. Exceptions & Disputes

12.1 Escalation Path

If your refund request is denied and you believe the decision is incorrect, you may escalate the matter through the following channels:

1. Level 1 — Support Team: Email support@truefio.com with subject line "Refund Escalation — [Your Company Name]". Our support team will re-review your case within 3 business days.
2. Level 2 — Billing Manager: If not resolved at Level 1, email billing@truefio.com with all prior correspondence attached. The billing manager will review and respond within 5 business days.
3. Level 3 — Grievance Officer: If the matter remains unresolved, you may contact our designated Grievance Officer (details in Section 15). The Grievance Officer will provide a final resolution within 15 business days.

12.2 Dispute Resolution Window

• All billing disputes must be raised within 30 calendar days of the charge date. Disputes raised after this 30-day window will not be entertained, except in cases of demonstrable fraud or unauthorized charges.
• During the dispute resolution process, your account will remain active and unaffected. We will not suspend or restrict your access while a legitimate dispute is being reviewed.

12.3 Chargebacks

If you initiate a chargeback through your bank or card issuer without first contacting TrueFio support, we reserve the right to suspend your account immediately and contest the chargeback with evidence of service delivery. We strongly encourage you to contact us at support@truefio.com before initiating a chargeback, as we can often resolve issues faster through our internal process.

12.4 Exceptions

TrueFio reserves the right to grant refunds outside the terms of this Policy on a case-by-case basis, at its sole discretion. Such exceptions, if granted, do not set a precedent and do not modify the terms of this Policy for any future transactions.

13. Changes to This Policy

TrueFio reserves the right to modify, update, or replace this Refund & Cancellation Policy at any time. When changes are made:

• The updated Policy will be published on this page with a revised "Last Updated" date.
• For material changes that reduce your refund rights, we will notify all active subscribers via email at least 15 calendar days before the changes take effect.
• Changes will not apply retroactively to transactions that occurred before the effective date of the updated Policy.
• Your continued use of TrueFio after the effective date of the updated Policy constitutes acceptance of the changes.

14. Contact Information

For any questions, concerns, or requests related to refunds, cancellations, or billing, please contact us through the following channels:

15. Grievance Officer

In accordance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019, TrueFio has appointed a Grievance Officer to address subscriber complaints and grievances related to billing, refunds, and service delivery.

The Grievance Officer is the final point of escalation within TrueFio for all billing and refund disputes. If you are not satisfied with the resolution provided by the Grievance Officer, you may pursue the matter through applicable consumer forums or courts of competent jurisdiction in India.

This Policy is governed by and construed in accordance with the laws of India. Any disputes arising from or related to this Policy shall be subject to the exclusive jurisdiction of the courts in India. This Policy was last reviewed and updated on 19 March 2026.