Refund Policy

This policy applies to Trakily subscriptions (Starter, Growth and Scale, monthly or yearly). It forms part of our Terms of Service. Nothing here limits rights you have under consumer protection law that cannot be excluded, including India's Consumer Protection Act, 2019 and the mandatory consumer laws of the country where you live.

You can use Trakily for 14 days without entering any payment details, with Growth plan features. If you subscribe during the trial, you keep the remaining trial days and your first charge is taken when the trial ends. If you don't choose a plan, nothing is charged: dashboards lock when the trial ends, we keep collecting for 15 more days so a late decision leaves no gap, then collection pauses, and your data is kept until you pick a plan. We encourage you to use the trial to check that Trakily fits your website before you subscribe.

Trakily is sold through Dodo Payments, which acts as our Merchant of Record. Dodo Payments takes your payment, issues your invoice, handles sales tax and VAT, and sends any refund back to you. Refund requests can come to us or go to Dodo Payments directly; either way, we approve refunds in line with this policy and Dodo Payments carries them out.

If you are not happy with Trakily, you can ask for a full refund of your first subscription payment within 14 days of that payment, whether you chose monthly or yearly billing. No long explanation needed, though we always appreciate hearing what we could do better. We cancel the subscription when we issue this refund.

• Monthly plans: renewal payments are not normally refunded. Cancel before your renewal date to avoid the next charge.
• Yearly plans: if a yearly renewal went through and you meant to cancel, contact us within 14 days of the renewal and, provided the account has not been used meaningfully since, we will refund it.
• Your next renewal date is always shown in the billing portal, so renewals should never come as a surprise.

When you change plans, the change applies immediately and the price difference is prorated by Dodo Payments, as shown before you confirm. Upgrades are charged the prorated difference; downgrades are credited against future invoices rather than refunded in cash, unless the law requires otherwise.

Regardless of timing, we will refund you in full or in proportion when:

• you were charged twice for the same period, or charged an amount different from the price you agreed to;
• you were charged after you cancelled;
• the Service was unavailable or substantially not working for an extended period because of a problem on our side;
• we end the Service or terminate your account without cause, for the unused part of a prepaid period.

• Renewal payments outside the windows described above.
• Partial months or unused time after you cancel. Your plan stays active until the end of the paid period instead.
• Accounts suspended or terminated for breaking our acceptable use rules.
• Repeated refund requests for the same account or organisation.
• Events not stored while collection was paused after its 15-day grace period (ended trial or plan, failed payment, or usage over the limit), or while you paused tracking yourself, since we tell you the pause date in advance. Revenue, Search Console and Meta Ads data for the gap is fetched again when collection resumes (see the Terms).

Open Account settings → Billing in the dashboard and choose Manage billing & invoices to open the billing portal, where you can cancel in a few clicks. Your plan stays active until the end of the period you have paid for; after that, dashboards lock and your websites keep collecting for 15 days before collection pauses, so you can change your mind without a gap. You don't need to contact us to cancel, but you are welcome to. Deleting your account also cancels the subscription at the end of the paid period; it does not by itself trigger a refund, so if you are within a refund window, ask for the refund as described below.

Email [email protected] from the address on your Trakily account, with the date and amount of the charge (or the invoice number). We aim to reply within two business days. You can also contact Dodo Payments through the link on your receipt. If you are not happy with how we handled a request, you can write to our Grievance Officer.

Approved refunds are sent to your original payment method. Most banks and card issuers show them within 5 to 10 business days, though some take longer. Refunds are made in the currency you paid in, so exchange rate differences may apply. Taxes charged on the original payment are refunded with it.

If something looks wrong with a charge, please talk to us first; we can usually fix it faster than a dispute. If you open a chargeback with your bank, the account may be paused while it is reviewed.

We may update this policy from time to time. Changes apply to payments made after the update; the version in force when you paid applies to that payment. Questions: [email protected].