Refund Policy
1. What this policy covers
Trooth is free. There is nothing to pay for today, so there is nothing to refund today. We publish this policy anyway, because it is the policy that governs any charge we ever make, and because a company deciding whether to rely on us is entitled to know the answer before there is a bill rather than after.
Trooth is a hosted service. Nothing is shipped and nothing is returned. This policy says when we give money back, how to ask, and how long it takes. It applies to any paid subscription bought through trooth.co. If you have signed a separate order form or master services agreement with us, the refund terms in that agreement govern and nothing here changes them.
2. The thirty day money-back guarantee
If a subscription is not what you wanted, ask for your money back within thirty (30) days of the purchase date and we will refund the subscription fee in full. You do not have to give a reason.
The thirty days run from the date of purchase, not from the date you first sign in. The guarantee covers the amount you actually paid after any discount or promotional pricing, rather than the list price. It applies once per account per subscription.
3. How to ask for a refund
Email billing@trooth.co with three things:
- your order or subscription ID,
- the email address on the account, and
- the reason you are cancelling.
The reason helps us fix the product. It is not a condition of the guarantee and a refund is not refused for giving a reason we did not like.
There is no authorisation number to obtain and nothing to send back. Your request is complete when we have those three details.
4. How a refund is processed
We aim to decide within ten (10) days of receiving a complete request, and we email you the outcome either way.
Approved refunds go back to the payment method used at the time of purchase. We do not refund by cheque, by wire transfer, to a different payment method, or to a third party. After we issue a refund it can take one to two billing cycles to appear on your statement. That delay belongs to your card issuer, not to us, and we cannot shorten it.
5. If the Services do not work as described
The thirty day window is not the only route to your money back. If the Services do not do what we have said they do, write to billing@trooth.co at any point in the subscription and tell us what is failing. We will correct it, credit the affected period, or refund it.
6. Cancelling is not the same as asking for a refund
Cancelling stops the next charge. It takes effect at the end of the billing period you have already paid for, and you keep access to paid features until then. If you also want money back for the period you have paid, ask for a refund under this policy. Cancelling on its own does not do that.
For an annual subscription cancelled after the thirty day window, any refund is calculated pro rata to the date of cancellation, less usage based fees and non-recurring charges already delivered.
7. What is not refundable
| What | Why |
|---|---|
| Subscription periods beyond the first thirty (30) days from the original purchase date | Outside the guarantee window. Section 5 still applies if the Services failed |
| Usage already delivered, such as API calls | Consumed at the moment it was requested and cannot be returned |
| Custom enterprise contracts, professional services, integration work, white-label deployments | Refund terms live in the order form or master services agreement that governs them |
| One-time setup, onboarding and training fees | Billed for work that has already been done |
| Accounts that have raised a chargeback or payment dispute against us, and accounts suspended or terminated for breach of the Terms of Service or the Acceptable Use Policy | The money is already in dispute, or the account was ended for cause |
8. How we review a request
We may look at account activity and usage when we assess a request. A request we determine in good faith to be fraudulent or abusive can be refused. If we refuse a request we tell you why.
9. If you disagree with a decision
Write to legal@trooth.co. A dispute about refund eligibility that support cannot settle is handled under the dispute resolution procedures in our Terms of Service, which begin with informal negotiation.
10. Questions
Email billing@trooth.co.
Revision note. Revised 3 September 2026 to record that Trooth is currently free and that this policy governs any charge we ever make. No refund entitlement was added, removed or narrowed.
Revision note. Published 2 August 2026. Rewritten 25 August 2026 to remove returns, postmarks, packaging and shipping language inherited from a general purpose template that did not describe a hosted service. No refund entitlement was added, removed or narrowed by that rewrite, and the correction is recorded under our publication and correction policy.
Revised September 4, 2026: descriptions of retired features (composite figure, plan tiers, TruePass badge, Verified Inquiries) removed; the document now describes the witness record as published. The policy no longer refers to mobile applications or to named promotional pricing, neither of which exists. No refund entitlement was added, removed or narrowed.