Refund and Cancellation Policy
Effective date: 21 July 2026 Last updated: 21 July 2026
This policy forms part of the Tracido Terms of Service. Contact for any refund request: support@tracido.com
1. Your first report is free
Your first report is complete and free — upload your bills, run the calculation, download the PDF report, and send it. No payment, no card required.
After that, each report is purchased before you begin it, so you know the cost before doing any work. Nothing is calculated and then withheld.
2. Report purchases — 7-day satisfaction window
A report purchase is a digital product delivered immediately on successful payment.
If you are not satisfied with a report, contact us within 7 days of purchase and we will refund it in full. No detailed justification required — tell us it didn't work for you and we'll process it.
Beyond the 7-day window, refunds on one-time unlocks are available where:
- the report failed to generate or download because of a technical fault on our side, and we cannot resolve it;
- you were charged more than once for the same report;
- you were charged for a report that was already included in your subscription (see section 4);
- the charge was not authorized by you.
Beyond the 7-day window, refunds are not normally available simply because you have changed your mind, because the report is incomplete or inaccurate as a result of the documents you uploaded or the values you confirmed, or because a third party did not accept your report.
3. Subscriptions
Cancelling. You can cancel at any time through the billing portal. Cancellation takes effect at the end of your current billing period — you keep access and your included usage until then.
Monthly plans. Fees already paid are not refunded on cancellation. You retain access for the period you have paid for.
Annual plans. If you cancel an annual plan within 30 days of purchase or renewal, we will refund the unused portion on a pro-rated basis. After 30 days, annual fees are not refundable, and you retain access until the end of the paid term.
Unintended renewals. If your subscription renews and you did not intend it to, contact us within 7 days of the charge. If you have not used any of the new period's included reports, we will refund it in full.
Your reports remain yours. Reports you generated while subscribed stay accessible after cancellation. Cancelling does not remove reports you were entitled to when they were finalized.
4. Refunds we issue without you asking
You will never pay twice for the same report. In these cases we issue a refund on our own initiative:
- If you purchase a report and then subscribe to a plan that already covers it, we refund the purchase.
- If a duplicate charge occurs for the same report, we refund the duplicate.
If you believe one of these applies and you have not seen the refund within 7 days, email us at support@tracido.com and we will process it.
5. Our errors, service failures, and price changes
If you are charged incorrectly because of an error on our side, we will refund the incorrect amount in full.
If the Service is unavailable for an extended period and you are unable to use what you paid for, contact us — we will offer a credit or refund as appropriate.
If we increase the price of your subscription, we will give you advance notice and you may cancel before the new price takes effect.
6. How to request a refund
Email support@tracido.com with:
- the email address on your account;
- the date and amount of the charge;
- what you are requesting and why.
We aim to respond within 3 business days. Approved refunds are returned to your original payment method. Once we issue a refund, your bank or card issuer typically takes 5 to 10 business days to post it — that timing is outside our control.
Refunds are issued in Canadian dollars. If your card was charged in another currency, the amount you receive may differ slightly because of exchange-rate movement between the charge and the refund.
7. Chargebacks
If something is wrong, please contact us first — we would rather fix it directly and quickly than through your card issuer. Filing a chargeback without contacting us can delay resolution and may result in your account being suspended while the dispute is investigated.
8. Your statutory rights
Nothing in this policy limits rights you may have under applicable consumer protection legislation in your province or territory that cannot lawfully be excluded.