GainTrace Cancellation and Refund Policy

Cancelling your subscription

You can cancel a self-serve subscription at any time from your billing settings in the app, or by emailing [email protected] from your account email. Cancelling is at least as easy as signing up.

When you cancel, your subscription stays active until the end of the billing cycle you have already paid for, and it will not renew after that. Cancelling stops future charges. Whether a payment you have already made is refundable is covered in the sections below.

Enterprise and annual subscriptions are governed by your Order Form. Either side can decline renewal with at least 30 days' written notice before the end of the term, unless your Order Form says otherwise.

New purchases: 14-day money-back

For your first purchase of a plan, you can request a refund within 14 days of that purchase, and you do not have to give us a reason.

• If you have used less than 25% of your plan's quota for the period, we will issue a full refund.
• If you have used 25% or more of your quota, we will issue a pro-rata refund for the unused portion of your subscription.

"Quota" means the metered allowance included in your plan, such as tracked customer accounts, monthly tracked active users, or seats, as shown at checkout. We calculate usage from your account activity at the time of your request.

Renewals: 7-day cancellation window

When your subscription renews, you have 7 days from the renewal charge to cancel and request a refund of that renewal payment. We will refund it in full and end the renewed term.

After the 7-day window, the renewal is non-refundable, except where the law where you live gives you a longer right, or where our fault-based and early-termination refunds apply (see our Terms of Service, Section 4.4).

How refunds are issued, and how long they take

Payments are processed by Stripe, and refunds are issued by us (Girasol Technologies LLP) to the original payment method used for the purchase. We cannot redirect a refund to a different card or account.

Once we approve a refund, we submit it to Stripe right away. From there the timing is set by Stripe and your bank or card issuer: the refund typically appears as a credit on your statement about 5 to 10 business days after we issue it.

If a refund is processed shortly after the original charge, your bank may show it as a reversal instead of a separate credit. In that case the original charge simply drops off your statement rather than a new credit appearing.

How to cancel or request a refund

To request a refund or cancel, either:

• email [email protected] from the email address on your account, and tell us which subscription or charge it is for; or
• open Billing settings in the app and cancel or request the refund there.

We confirm every request and review eligible refunds within 2 business days. Once approved, the refund is issued to your original payment method and reaches you within the Stripe timeline described in Section 4. For anything else about billing, you can reach us at the same address.

Fraud, abuse, and your statutory rights

As with any payment, refunds are not available where there is evidence of fraud or refund abuse.

Nothing in this policy takes away any refund or cancellation rights you have under the law where you live. Where local law gives you a longer or broader right than the windows above, that law applies.

This Cancellation and Refund Policy works alongside our Terms of Service and our Privacy Policy.