Refund Policy

1. Definitions

Capitalised terms not defined here have the meaning given to them in the Terms of Service.

• Subscription — a paid Plan with a monthly, annual or custom Subscription Term.
• Trial — a free, time-limited evaluation of a paid Plan offered at sign-up (currently three (3) days).
• One-off Charge — a non-recurring invoice for custom work, set-up fees, training, professional services, or usage-based overages.
• Billing Period — the calendar interval covered by a Subscription invoice (e.g. one month or one year).
• Pro-rata Refund — a refund equal to the unused portion of a Billing Period, calculated to the day.

2. Free Trials

Trials require no payment instrument. They convert into a paid Subscription only when you complete a checkout flow and accept the renewal terms presented at that point. If you choose not to convert a Trial, the account simply stops giving you Plan-level access at the end of the Trial — there is nothing to cancel and nothing to refund.

We may at our sole discretion extend, shorten or revoke a Trial, including where we detect abuse, duplicate accounts, or use that materially breaches the Terms of Service.

3. Default Refund Position on Paid Subscriptions

3.1 Auto-renewal model

Subscriptions are paid in advance for each Billing Period and renew automatically for the same period unless you switch off auto-renewal. Once a Billing Period has started, Fees for that period are non-refundable except as expressly set out in this policy or where required by mandatory law.

3.2 Cancellation

You may switch off auto-renewal at any time from your billing settings. Cancellation takes effect at the end of the then-current Billing Period; you retain full Plan access until that date and we do not refund any Fees already paid for that period.

3.3 No partial refunds for unused features

We do not issue partial refunds for features you chose not to use, users you did not invite, dashboards you did not open, or queries you did not run during a Billing Period.

4. When We Issue Refunds

We will issue a refund on a pro-rata basis in the circumstances listed below. Refunds are processed to the original payment method within the clearing times set out in Section 8.

4.1 First seven days of a paid Subscription

For a new paid Subscription (excluding renewals and excluding custom enterprise contracts) you may request a full refund of the first Billing Period's Fees within seven (7) days of the initial charge, provided that (i) you contact us at support@trendskew.com within the seven-day window with the reason for your request, (ii) your usage during the window does not exceed the levels listed in Section 4.2, and (iii) you have not previously received a goodwill refund of the same kind. We will close the Subscription on issuing the refund.

4.2 Usage thresholds for the seven-day window

The seven-day refund is available only if, during the window, you have not:

• generated more than ten (10) dashboard exports in any single format;
• made more than five hundred (500) authenticated API calls;
• consumed more than ten thousand (10,000) AI tokens across the in-product AI features;
• invited more than two (2) additional users to your account.

The thresholds exist to deter download-and-cancel abuse while keeping legitimate evaluation comfortable. We may waive them at our discretion for good cause.

4.3 Material service failure

If we materially breach our obligations under the Terms of Service (e.g. extended unscheduled outages, persistent inability to access a Plan-included feature, security incident materially affecting your data) and we fail to cure the breach within thirty (30) days of your written notice, you may terminate the affected Subscription and we will refund the pro-rata portion of pre-paid Fees for the unused period.

4.4 Termination by us for convenience

If we terminate a Subscription for our convenience under the Terms of Service, we will refund pro-rata pre-paid Fees for the unused period.

4.5 Duplicate or erroneous charges

We refund any duplicate charge, charge against a payment method you had already removed, or charge taken after a successful cancellation. Notify us within thirty (30) days of the charge.

4.6 Unrecognised renewal — courtesy refund window

As a courtesy, if a Subscription renews and you contact us within three (3) business days of the renewal charge confirming that you did not intend to renew and that you have not materially used the Service after the renewal, we will refund the renewal charge in full and cancel the Subscription. This courtesy is available once per Account per twelve (12) months and excludes annual Subscriptions where you have used the Service for more than seven (7) days after the renewal.

4.7 Statutory rights

Where local mandatory law gives you a non-waivable refund right (e.g. a national withdrawal right that applies notwithstanding the business-only nature of the Service), we honour that right in full and any provision of this policy that conflicts with it does not apply to your refund. If, despite the business-only nature of the Service, you are in fact acting as a consumer within the meaning of applicable consumer-protection law, that law's mandatory protections apply to you and prevail over anything in this policy to the contrary; nothing in this policy limits or excludes rights that cannot lawfully be limited or excluded.

In particular, if you are a consumer in the EU/EEA or the UK, you generally have the right to withdraw from a distance contract within fourteen (14) days under the Consumer Rights Directive 2011/83/EU (or its UK equivalent), and this fourteen-day right prevails over the shorter window in Section 4.1. For digital services that begin during that period, you lose the withdrawal right only if you have given your express prior consent for performance to begin and acknowledged that you thereby lose the right of withdrawal (Article 16(m) of that Directive); where you have not, your fourteen-day right is unaffected. If performance has begun with your consent before you withdraw, we may charge a proportionate amount for the service provided up to withdrawal.

4.8 Goodwill refunds create no precedent

We may, at our discretion, grant a refund or credit in circumstances not required by this policy. Any such goodwill refund is made on a one-off basis, does not waive any term of this policy or the Terms of Service, and does not entitle you or any other customer to the same treatment in the future.

5. When We Do Not Issue Refunds

To set expectations, the following situations are not eligible for a refund:

• change of mind after the seven-day window in Section 4.1 has closed (other than the courtesy renewal-refund in Section 4.6);
• failure to switch off auto-renewal before a renewal date;
• Plan-downgrade in the middle of a Billing Period (the new (lower) Fee applies from the start of the next Billing Period);
• inability to use the Service because of factors outside our reasonable control (your internet connection, your browser, a firewall, third-party service we depend on);
• account suspension or termination for material breach of the Terms of Service or violation of the Acceptable Use rules;
• usage-based overage charges or one-off professional-services fees once the work has begun, except where we have not delivered the agreed scope;
• payments made under custom enterprise contracts that contain their own refund terms (those terms control);
• taxes paid to a tax authority — if a refund is granted, taxes are refunded only to the extent the relevant tax authority refunds them to us.

6. Cancellation Process

1. Sign in to your account at app.trendskew.com.
2. Open the billing settings of your account.
3. Switch off auto-renewal. Your Subscription remains active until the end of the current Billing Period.
4. We will send you a confirmation email. Keep it in case of any discrepancy.

If you cannot reach the billing settings (for example because of a locked account), email support@trendskew.com from the email address on file and we will cancel the Subscription on your behalf within two (2) business days.

7. How to Request a Refund

Send an email to support@trendskew.com from the email address associated with your Account. Include:

• the invoice number or charge identifier you are disputing;
• the date and amount of the charge;
• the reason for the refund request;
• any supporting information that helps us evaluate the request (e.g. screenshots of an error you encountered).

We will acknowledge your request within two (2) business days and resolve it within ten (10) business days. If we need additional information from you, the clock pauses while we wait for your reply.

8. Refund Processing Time

Once approved, refunds are issued to the original payment method. Typical clearing times are:

• Credit and debit cards: three (3) to ten (10) business days after we trigger the refund, depending on your issuing bank.
• SEPA and bank transfers: two (2) to five (5) business days.
• Other methods supported by our payment processor: as published by that processor.

If the original payment method is no longer active, we will issue the refund to an alternative method you nominate after verifying your identity.

9. Chargebacks

If you have a billing concern, please contact us before filing a chargeback with your bank. Chargebacks raise additional fees on our side and are slower for you. Where you are acting as a business, we treat a chargeback raised without prior contact as a breach of the Terms of Service and may suspend or terminate the Account pending resolution. Where a chargeback is subsequently reversed in our favour, then to the extent permitted by applicable law and your payment authorisation we may invoice or re-charge the disputed amount together with the chargeback fees actually charged to us by our payment processor. Nothing in this section affects any right you have to dispute a charge that the law guarantees you, and we will not seek to recover chargeback fees from a customer who is acting as a consumer.

10. Currency and Taxes

Refunds are issued in the original currency of the charge. If your card issuer or bank applies a different exchange rate on the credit than on the original debit, we are not responsible for the difference. Taxes are refunded only to the extent the relevant tax authority refunds them to us; in some jurisdictions VAT and similar taxes cannot be reclaimed once invoiced.

11. Custom and Enterprise Contracts

If you have signed a custom Order Form or master agreement with us, the refund, termination and renewal terms in that document control and supersede this policy to the extent of any conflict.

12. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be announced via the Service or by email at least thirty (30) days before they take effect. The version of the policy in force on the date of your Order applies to that Order; subsequent changes do not retroactively affect refund rights tied to prior Orders.

13. Contact

For refund and billing questions, please email support@trendskew.com. For legal queries on this policy, contact legal@trendskew.com.