This Refund Policy explains how refund requests for paid Retraak subscriptions are reviewed. It should be read together with our Terms of Service. Nothing in this policy limits any consumer rights that cannot be excluded under applicable law.
1. Initial subscription refund requests
If you purchase a paid subscription and believe it was made in error or the Service does not materially match what was described at purchase, contact us within 14 days of the initial purchase. Explain the reason for your request and include the account email and transaction reference if available. We review requests individually and may approve a full or partial refund where appropriate.
2. Subscription renewals
Renewal charges are generally not refundable once a new billing period has started. If you believe a renewal was charged in error, was duplicated, or was unauthorized, contact us promptly so we can investigate. This section does not override refund rights required by applicable law.
3. Cancellation
You can cancel a subscription using the available billing controls or by contacting support. Cancellation normally stops future renewals; it does not automatically refund the current billing period. Unless stated otherwise at purchase, access to paid features may continue until the end of the period already paid for.
4. Free plans and usage
Free plans do not create subscription charges and are not eligible for subscription refunds. Where a paid plan includes usage-based, consumed, or separately purchased services, the amount already consumed may be excluded from a refund to the extent permitted by law and disclosed at purchase.
5. Duplicate or unauthorized charges
If you notice a duplicate charge or believe a charge was not authorized, contact us as soon as possible. We may ask for reasonable information to locate the transaction and protect your account. Do not send full card numbers, passwords, or security codes by email.
6. How approved refunds are processed
Approved refunds are normally returned to the original payment method where supported by the payment provider. The time it takes for the funds to appear depends on the provider and your financial institution. If the original method is unavailable, we will contact you about an appropriate alternative where permitted.
7. How to request a refund
Email Hello@penxtool.com from the address associated with your Retraak account. Use the subject “Refund Request” and include the purchase date, plan, transaction reference if available, and a short explanation. We aim to acknowledge requests within five business days; the time needed to resolve a request may vary.
8. Policy changes
We may update this policy when our plans or billing arrangements change. The current version and its updated date will be published on this page. Changes do not remove rights that already apply to a purchase under mandatory law.
This is a proposed standard policy for Retraak and should be reviewed before launch to ensure it matches your actual pricing, payment provider, operating location, and applicable law.