Refund Policy

Plagiarism credit packs and scan returns

The existing 7-day refund eligibility also applies to plagiarism credit packs when none of the purchased credits have been used. Contact support@truessay.com with your account email and payment reference. Do not include API keys or document content. Eligible refunds return funds through the original payment method and remove the corresponding credits.

Failed and canceled scans automatically return their reserved credits. A Deep check that finds candidate sources but retrieves no full text returns a partial snippet report and is charged at 2 credits per started 1,000 words; the difference is returned automatically. A completed Deep discovery with no candidates retains its Deep charge. Other partial results disclose incomplete work and retain the quoted charge. A low or zero overlap result alone does not indicate a defective service or establish originality.

Partial payment refunds remove purchased credits proportionally, rounded up to a whole credit. If refunded credits have already been consumed, the outstanding amount becomes credit debt and new checks pause until it is resolved. An open payment dispute also pauses new checks; a resolved winning dispute releases that hold. Mandatory consumer rights are unaffected.

1. Overview

This Refund Policy outlines the terms and conditions under which Truessay may issue refunds for subscription payments. By purchasing a subscription, you agree to this policy. All payments are processed securely through Stripe.

2. Subscription Model

Truessay operates on a subscription basis with the following plans:

• Monthly Subscription: Billed monthly, auto-renews unless canceled
• Yearly Subscription: Billed annually, auto-renews unless canceled (50% savings)
• Student Subscription: Billed monthly for eligible verified academic accounts
• Scholar Subscriptions: Billed monthly or annually with search credits refreshed monthly
• Scholar Credit Packs: One-time purchases of non-expiring search credits

All paid subscriptions provide unlimited essay generation, priority processing, and access to all premium features.

3. 7-Day Money-Back Guarantee

3.1 Eligibility

We offer a 7-day money-back guarantee for first-time subscribers. You are eligible for a full refund if:

• This is your first paid subscription to Truessay
• You request a refund within 7 days of your initial payment
• You have not previously received a refund from Truessay
• You have not violated our Terms of Service
• For a Scholar credit pack, none of the purchased credits have been used

3.2 How to Request

To request a refund under the 7-day guarantee:

1. Email support@truessay.com with the subject line "Refund Request"
2. Include your account email and reason for the refund request
3. We will process your request within 2-3 business days
4. Refunds are issued to the original payment method via Stripe
5. Processing time: 5-10 business days depending on your bank

3.3 Limitations

• The 7-day guarantee applies only to your first subscription
• Renewals, upgrades, and re-subscriptions are not eligible
• Consumed Scholar credits are not refundable, except where required by law or where a verified service error charged a credit without delivering a result
• Refund requests after 7 days are evaluated case-by-case (see Section 4)

4. Refunds After 7 Days

4.1 No Automatic Refunds

Subscriptions beyond the 7-day guarantee period are generally non-refundable. However, we may issue discretionary refunds in exceptional circumstances.

4.2 Exceptional Circumstances

We may consider partial or full refunds if:

• Service Outage: The Service was unavailable for an extended period (24+ hours)
• Billing Error: You were charged incorrectly due to a system error
• Technical Issues: Critical features did not function despite troubleshooting with support
• Unauthorized Charges: Your payment method was used without authorization (subject to investigation)

4.3 Not Eligible for Refund

Refunds will NOT be issued if:

• You change your mind after the 7-day period
• You did not use the Service during your subscription
• You are dissatisfied with AI-generated content quality (AI outputs are variable by nature)
• You violated our Terms of Service or Acceptable Use Policy
• Your account was terminated for policy violations
• You failed to cancel before the renewal date
• You purchased a Scholar credit pack and used any portion of that pack, unless mandatory consumer law provides otherwise

5. Cancellation Policy

5.1 How to Cancel

You can cancel your subscription at any time:

• Visit your account settings
• Click "Manage Billing" to access the Stripe billing portal
• Select "Cancel Subscription"
• Cancellation takes effect at the end of your current billing period

5.2 Access After Cancellation

• You retain full access until the end of your paid period
• Essay generation and export access ends when the paid period expires
• Saved projects remain accessible in your account
• Permanent Scholar credit-pack balances remain available after subscription cancellation
• Important: Canceling does NOT entitle you to a refund for the remaining days

5.3 Reactivation

If you cancel and later want to reactivate, you can subscribe again at any time. Previous projects and data will be retained during and after cancellation.

6. Billing Disputes and Chargebacks

6.1 Contact Us First

If you believe you were charged incorrectly, please contact us at support@truessay.com before initiating a chargeback with your bank. Most billing issues can be resolved quickly.

6.2 Chargeback Policy

Important: Initiating a chargeback without contacting us first may result in:

• Immediate suspension or termination of your account
• Loss of access to all projects and data
• Ban from creating future accounts
• Chargeback fees may be added to your account balance

We will contest fraudulent chargebacks and may provide evidence of service delivery to your payment processor.

6.3 Fraudulent Payments

If we detect fraudulent payment activity, we reserve the right to suspend your account immediately and report the incident to relevant authorities.

7. Partial Month Refunds

We do not provide prorated refunds for partial months. If you cancel mid-month, you will retain access until the end of your billing period, but no refund will be issued for unused days.

8. Currency and Processing Fees

• Subscriptions are billed in USD, GBP, EUR, or AUD depending on your selection
• Refunds are issued in the same currency as the original payment
• Any refund amount and fee treatment will be disclosed when the refund is approved and will follow applicable law
• Your bank may charge foreign transaction fees or conversion fees (we have no control over these)

9. Changes to Subscription Plans

9.1 Upgrading

If you upgrade from monthly to yearly (or vice versa), the change takes effect immediately. Any unused portion of your previous subscription is credited toward the new plan on a prorated basis.

9.2 Downgrading

If you downgrade (e.g., yearly to monthly), the change takes effect at the end of your current billing period. No refunds are issued for downgrade differences.

10. Service Changes and Discontinuation

10.1 Feature Changes

We may modify, update, or remove features at any time. Feature changes do not entitle you to a refund.

10.2 Service Discontinuation

If we permanently discontinue a paid Service, we will provide reasonable advance notice where practicable. We will issue any refunds required by law and may provide prorated subscription refunds or a remedy for unused purchased Scholar credits.

11. Consumer Protection Laws

11.1 European Union (EU)

Under EU consumer protection laws, you have a 14-day "cooling-off period" for distance contracts. However, by using the Service immediately after purchase, you waive this right to withdrawal. Our 7-day money-back guarantee provides similar protection.

11.2 Australia

Australian Consumer Law guarantees apply. If the Service fails to meet consumer guarantees, you may be entitled to a remedy (refund, replacement, or compensation).

11.3 United Kingdom

UK consumers have rights under the Consumer Rights Act 2015. Digital services must be of satisfactory quality and as described. Contact us if you believe the Service does not meet these standards.

12. Contact for Refund Requests

For all refund requests, billing questions, or disputes, contact:

Please include your account email, transaction ID (if available), and a detailed explanation of your request.

13. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the Service after changes constitutes acceptance of the updated policy.