Refund and Cancellation Policy

• Your first Pro payment is refundable in full for 14 days.
• Cancel whenever you like, in one click, with no email to anyone.
• Cancelling stops the next payment. It doesn't delete anything you've documented.
• Charged by mistake, twice, or after you cancelled? We refund it, no argument.

The free plan costs nothing and never asks for a card, so there is nothing to refund and nothing to cancel. You can use it for as long as you like.

If Pro isn’t what you expected, ask within 14 days of your first Pro payment and we’ll refund it in full. This applies to both the monthly plan ($19) and the yearly plan ($190), and you don’t need to give a reason. Your account moves back to the free plan when the refund goes through.

• Monthly renewals are not refunded once the new month has started, because you keep Pro for all of it. Cancel before the renewal date to avoid the charge.
• Yearly renewals are refundable in full within 14 days of the charge, as long as the account has stayed within the free plan's limits since it renewed.
• We email a receipt for every payment through Stripe, and yearly plans get a reminder before they renew, so a renewal shouldn't be a surprise.

Outside the windows above we don’t refund time you haven’t used, because you keep every Pro feature until the period you paid for runs out. If a genuine mistake led to the charge — a duplicate payment, a card charged after you cancelled, or a subscription you never meant to start — tell us and we’ll put it right in full, inside or outside 14 days.

If Tracevane is unavailable for an extended period, or a Pro feature you were paying for doesn’t work and we can’t fix it in reasonable time, ask us for a refund of the affected period. We would rather do that than have you pay for something that let you down.

Open Settings, then Manage billing, then cancel. That takes you to Stripe’s own billing page, where you can also switch between monthly and yearly, update your card, and download every invoice.

Cancelling takes effect at the end of the period you have already paid for. Until then nothing changes; after that the account goes back to the free plan.

Nothing is deleted when you cancel or downgrade. Photos, voice notes, transcripts, entries and invoices all stay exactly where they are, and you can still read, export and invoice from them. The free plan limits how many projects you can run at the same time, so projects over that limit become read-only rather than being removed — finish or archive one and you’re free to start another.

If you want your data gone as well, you can delete your account, which removes it. That is a separate decision from cancelling, and it can’t be undone.

Email billing@tracevane.com from the address on your account, or write to us from the same address at support@tracevane.com. Include:

• The email address on the Tracevane account.
• The date and amount of the payment, or the Stripe receipt.
• A sentence on what went wrong, if you'd like to tell us. It's not required.

We reply within two business days. Approved refunds are issued through Stripe to the original card or payment method and usually appear within five to ten business days, depending on your bank. Refunds are made in the currency you were charged in; we can’t cover exchange-rate differences or fees your own bank adds.

If you think a charge is wrong, please ask us before asking your bank. A chargeback freezes the payment for weeks and usually suspends the account while it is investigated, whereas an email to us takes a day. We have never refused a reasonable refund request.

Nothing here removes rights you have under the law where you live. If you are a consumer in the UK, EU or another region with a statutory cooling-off period for digital services, those rights apply on top of this policy, and whichever is more generous to you is the one we follow.

If we change this policy we’ll update the date at the top, and the version in force when you paid is the one that applies to that payment.

Billing questions: billing@tracevane.com. See also our Terms of Service and pricing.