Refund & Cancellation Policy

1. Subscription Refund Policy

1.1 30-Day Money-Back Guarantee (New Subscribers)

We offer a 30-day money-back guarantee for first-time subscribers:

• Eligibility: Available to new customers who have never subscribed before
• Time Limit: Request must be made within 30 days of initial purchase
• Full Refund: 100% of your subscription fee will be refunded
• No Questions Asked: We honor all valid refund requests
• Processing Time: Refunds processed within 5-7 business days

1.2 How to Request a Refund

To request a refund within the 30-day guarantee period:

1. Email us at info@terradine.com
2. Include your account email and order number
3. Briefly state your reason (optional but helpful)
4. We'll process your refund within 24-48 hours

1.3 After the 30-Day Period

After the initial 30-day guarantee period:

• No Refunds: Subscription fees are non-refundable
• Cancel Anytime: You can cancel your subscription to prevent future charges
• Access Until End of Period: You retain access until your current billing period ends
• No Prorated Refunds: No refunds for partial months or unused time

2. Cancellation Policy

2.1 How to Cancel Your Subscription

You can cancel your subscription at any time through:

• Account Settings: Go to Dashboard → Subscription → Cancel
• Email: Send cancellation request to info@terradine.com
• Effective Date: Cancellation takes effect at the end of your current billing period

2.2 What Happens After Cancellation

• Immediate: No further charges will be made
• Access Continues: You keep full access until the end of your paid period
• Account Downgrade: Account automatically reverts to free Starter plan
• Data Preserved: Your account data and settings are preserved
• Etsy Listings: Existing listings remain but customization may stop working
• Reactivation: You can reactivate your subscription anytime

3. Refund Eligibility Table

Scenario	Eligible for Refund?	Notes
Within first 30 days (new customer)	YES	Full refund, no questions asked
After 30 days	NO	Can cancel to prevent future charges
Unused portion of subscription	NO	No prorated refunds
Billing error or duplicate charge	YES	Contact support immediately
Technical issues preventing use	MAYBE	Reviewed case-by-case
Account suspended for TOS violation	NO	Forfeit remaining subscription
Change of mind after 30 days	NO	Cancel to prevent renewal
Annual subscription (within 30 days)	YES	Full refund if unused

4. Special Circumstances

4.1 Technical Issues

If technical issues prevent you from using our service:

• Contact info@terradine.com immediately
• We'll work to resolve the issue within 24-48 hours
• If we can't resolve it, we may issue a refund or credit
• Partial refunds may be granted for extended outages

4.2 Billing Errors

If you were charged incorrectly:

• Duplicate Charges: Immediately refunded in full
• Wrong Amount: Difference refunded within 3-5 business days
• Unauthorized Charge: Report to support within 60 days

4.3 Account Suspension

If your account is suspended for violating our Terms of Service:

• No refunds will be issued
• You forfeit any remaining subscription period
• Access is immediately terminated

5. Free Trial Cancellation

5.1 14-Day Free Trial (Pro Plan)

Our Pro plan includes a 14-day free trial:

• No Charge: No payment required to start trial
• Cancel Anytime: Cancel during trial to avoid charges
• Auto-Conversion: Trial converts to paid subscription after 14 days
• Reminder: We'll email you 3 days before trial ends

5.2 How to Cancel Free Trial

1. Go to Dashboard → Subscription Settings
2. Click "Cancel Free Trial"
3. Confirm cancellation
4. Access continues until trial end date

6. Annual Subscription Refunds

6.1 Yearly Plan Refund Policy

For annual subscriptions:

• 30-Day Guarantee Applies: Full refund if requested within 30 days
• After 30 Days: No refunds for remainder of year
• Savings Benefit: Annual plans save 20% vs. monthly
• Cancellation: Can cancel to prevent next year's renewal

7. Refund Processing

7.1 Refund Methods

Refunds are issued to your original payment method:

• Credit Card: 5-7 business days to appear
• PayPal: 3-5 business days to appear
• Bank Transfer: 7-10 business days

7.2 Processing Timeline

1. Request Received: Confirmation within 24 hours
2. Review: 1-2 business days
3. Approval: Refund initiated immediately
4. Bank Processing: 5-10 business days (varies by bank)

8. Chargeback Policy

If you file a chargeback:

• Your account will be immediately suspended
• We may contest the chargeback with evidence
• Chargebacks can damage your credit and banking relationship
• Better Option: Contact us first - we resolve 99% of issues quickly

9. Exceptions and Exclusions

9.1 Non-Refundable Items

The following are NOT eligible for refunds:

• Subscription fees paid more than 30 days ago
• Partial month subscriptions
• Accounts terminated for Terms of Service violations
• Third-party fees (Etsy fees, Stripe fees, etc.)
• Custom development or enterprise services (unless agreed in writing)

9.2 Fair Usage

We reserve the right to deny refund requests if we detect:

• Abuse of the refund policy (multiple refund requests)
• Fraudulent activity
• Use of the service with intent to request refund

10. Downgrading Plans

10.1 Switch to Lower Tier

You can downgrade your plan instead of cancelling:

• Immediate: Downgrade takes effect at next billing cycle
• Keep Access: Maintain full access to current plan until then
• No Refund: No refund for difference between plans
• Data Preserved: All your data remains intact

11. Enterprise Custom Plans

Enterprise and custom pricing plans have different refund terms:

• Governed by separate written agreement
• May include custom cancellation periods
• Contact your account manager for details

12. Questions and Support

We're here to help! Before cancelling or requesting a refund, consider:

• Technical Help: Our support team can often resolve issues
• Training: We offer free onboarding and tutorials
• Pause Option: Some plans allow temporary pause instead of cancellation