Refund Policy

This Refund Policy explains how cancellations, renewals, billing corrections, and refund requests are handled for Traseq purchases completed through our web checkout.

For purchases processed on this site, Paddle is the Merchant of Record. Paddle handles checkout, invoicing, tax collection, and refund processing. Refund requests for those purchases are handled under Paddle's Buyer Terms and any non-waivable rights that apply where you live.

It should be read together with our Terms of Service and Privacy Policy.

Traseq is digital software. Access or usage may begin immediately after purchase.

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1. Quick Summary

• paid subscriptions renew automatically until canceled
• you can cancel before renewal to stop future billing
• cancellation takes effect at the end of the current paid billing period
• there are no refunds for unused subscription time after cancellation
• refund requests for purchases processed through Paddle are handled by Paddle under its Buyer Terms and applicable law
• duplicate charges, fraudulent transactions, and technical provisioning issues can be reviewed for refund or billing correction

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2. Scope

This policy applies to web purchases completed through Traseq checkout, including:

• recurring self-serve subscriptions
• seat-based self-serve plans
• annual or monthly prepaid self-serve plans
• one-time research credit purchases
• billing support requests related to invoices, duplicate charges, failed provisioning, or checkout issues

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3. Subscriptions, Renewals, and Cancellations

• paid subscriptions renew automatically for the same billing cycle until canceled
• if you cancel before the next renewal date, future billing stops and access remains available until the end of the current paid billing period
• canceling a subscription stops future renewals only; it does not create a refund for unused time in the current billing period

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4. Refund Requests

For purchases processed through Paddle:

• refund requests are reviewed and handled by Paddle as Merchant of Record
• approved refunds are returned to the original payment method
• refund timing depends on the payment method, card network, and financial institution
• Paddle or Traseq may request additional information when investigating duplicate charges, suspected fraud, or delivery issues

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5. Billing Errors and Provisioning Issues

If you were charged more than once for the same order, were billed after a successful cancellation, or did not receive purchased access because of a technical provisioning failure, contact us as soon as possible.

We will work with Paddle to correct the billing issue, which may include a refund or other billing adjustment.

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6. Consumer Rights

Nothing in this Refund Policy limits any non-waivable rights you may have under applicable consumer law.

Where checkout asks you to start using digital services immediately, your agreement to immediate performance may affect any statutory withdrawal or cancellation right to the extent permitted by law and described by Paddle at checkout.

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7. How to Request Help

For billing, cancellation, invoice, or refund questions related to Paddle purchases, contact:

Traseq
support@traseq.com

You may also use Paddle's order support at paddle.net.

Please include, where available:

• your account email
• workspace name
• invoice, order, or transaction reference
• a short description of the issue

We aim to respond to billing support requests within 2 business days, though response times may vary during peak periods or when additional verification is required.

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8. Changes to This Policy

We may update this Refund Policy from time to time.

If we make a material change, we will post the updated version and update the effective date. Changes will apply prospectively unless required otherwise by law.