Refund Policy

Effective Date: May 29, 2025

1. Overview

Tranthor is a subscription software service for customer engagement. We want you to be confident in your decision to use our platform. This policy outlines our refund and credit terms, designed to be fair while ensuring we can continue to improve our service.

2. New Customer Satisfaction Guarantee

First-time subscribers may request a full refund within 14 days of their initial subscription if our service doesn't meet their expectations. This guarantee is limited to:

• One guarantee per customer, payment method, and household address
• First subscription only (cannot be combined with promotional pricing)
• Accounts with usage below 50% of plan limits during guarantee period
• Valid government-issued ID verification may be required

3. Mid-Cycle Changes

After your initial 14-day guarantee period, if you cancel or downgrade in the middle of your billing cycle, your change will take effect immediately but you will not receive a refund or credit for the unused portion of that cycle. We recommend timing any changes near the end of your billing cycle to maximize value.

4. Cancellations

• You may cancel at any time from your Account → Billing page.
• Your subscription will remain active until the end of your current billing period, after which you will not be charged again.
• We recommend timing cancellations near the end of your billing cycle to maximize value.

5. Downgrades

• Plan downgrades take effect immediately.
• No refunds or credits are issued for the price difference between plans for the remainder of the cycle.

6. Error Charges & Technical Issues

We understand mistakes and technical issues happen. If you believe you were charged in error (duplicate payments, billing system errors) or experienced significant service outages affecting your account, please contact us within 14 days of the charge or incident with:

• Detailed description of the issue
• Supporting documentation (screenshots, transaction records, etc.)
• Account information for verification

For technical issues, refunds are only issued for documented service outages exceeding 4 hours in a 24-hour period that prevented core functionality access. We will investigate all claims and issue appropriate refunds when substantiated.

7. Early Adopter Protection

Customers who subscribed within our first 30 signups (before December 2025) receive enhanced consideration for refund requests and priority customer service. Early adopter status requires verification through:

• Original account creation date verification in our system
• Matching email address and payment method from initial signup

Enhanced consideration includes extended review periods and case-by-case evaluation, but does not guarantee approval of refund requests.

8. Fair Use & Abuse Prevention

To ensure sustainability and fairness for all customers, this policy includes the following protections:

• Maximum of 2 refund requests per customer in any 12-month period
• Systematic monitoring for duplicate accounts and payment methods
• Verification requirements for claims exceeding $100
• Account restrictions or termination for repeated abuse or fraudulent requests

We reserve the right to decline refund requests that appear to be made in bad faith or part of a pattern of abuse.

9. European Union & Other Statutory Rights

Nothing in this policy limits any mandatory consumer rights you may have under the laws of your country of residence. Where such laws provide a right of withdrawal or refund, we will comply with them.

10. Contact Us

Questions about this refund policy or need assistance? Email us at [email protected]. We're here to help and will work with you to find a fair solution.