Refund & Cancellation Policy

A workspace that upgrades from Free to a paid plan for the first time gets a 14-day free trial. Trials are one per workspace; later changes (or a second workspace) start paid immediately. We collect a card up front so the subscription can convert automatically when the trial ends.

You can cancel any time during the trial from Settings → Billing or via the Stripe billing portal, and you will not be charged. If you do not cancel before the trial ends, your card is charged for the first month and your subscription continues monthly until you cancel.

Tracira subscriptions are billed monthly in advance. You can cancel at any time from the Stripe billing portal (Settings → Billing → Manage subscription). Cancellation takes effect at the end of the current paid period; you keep access until then and are not charged again.

Because billing is monthly, the next charge is never more than 30 days away. We do not pro-rate refunds for partial months; you may keep using the service until the period you already paid for ends.

You may request a full refund if:

• You were charged after cancelling your subscription (a billing error on our end).
• You were charged twice for the same period (duplicate charge).
• Tracira had an extended outage that prevented you from using the service you paid for, and we did not credit the affected period automatically.
• You request a refund within 7 days of the first paid charge on a new subscription and have not exceeded a reasonable usage threshold for the period.

Refunds outside these cases are at our discretion. Unhappy customers are far worse for us than unhappy spreadsheets, so we tend to err generously, but we do not refund usage already consumed (logs evaluated, storage used).

Email help@tracira.com from the email address on your Tracira account with:

• Your workspace name and the date of the charge.
• A short description of the reason.

We respond within two business days. Approved refunds are issued back to the original card via Stripe and typically appear on your statement within 5-10 business days, depending on your bank.

If you believe a charge is incorrect, please email us first. We can usually resolve any issue faster than a card dispute (which can take 60-90 days). If a chargeback is filed against a charge that does not match this policy, we respond with our standard evidence package: account creation, terms acceptance, login history, and service usage logs.

You can upgrade or downgrade your plan at any time from Settings → Billing. Upgrades are prorated and charged immediately. Downgrades take effect at the end of the current paid period.

Questions about this policy? Email help@tracira.com.