Refund & Cancellation Policy

Last updated: February 9, 2026

This Refund & Cancellation Policy explains how TruUp (“TruUp”, “we”, “us”, or “our”) handles subscription cancellations, refunds, and changes to your plan when you use our software-as-a-service products (the “Services”).

This Policy is part of, and incorporated into, our Terms of Service. If there is any conflict between this Policy and the Terms of Service, the Terms of Service will control to the extent of the conflict.

By subscribing to or using the Services, you agree to this Refund & Cancellation Policy.

1. How Billing Works

TruUp is provided on a subscription basis. Depending on how you sign up, billing may be handled:

  • Directly by TruUp (for example, via credit card or another payment method), or
  • Through a platform’s billing system (such as the Shopify App Store), in which case that platform’s billing rules and timelines may also apply.

Unless otherwise stated:

  • Subscriptions are billed in advance for the upcoming billing period (e.g., monthly).
  • Charges continue until you cancel in accordance with this Policy.

Details about your current plan, billing period, and next charge date are typically available in your account or within the platform where you installed the app.

2. Free Trials and Promotional Offers

We may occasionally offer free trials or promotional access to certain features or plans.

  • The duration and terms of any trial or promotion will be presented at the time of sign-up.
  • If your trial converts to a paid subscription, we will indicate whether and when charges will begin. In many cases, if you installed through a platform (like Shopify), the platform will display this information as part of the installation process.
  • By starting a trial that converts to a paid subscription, you authorize charges to your selected payment method when the trial ends, unless you cancel in time.

If you do not wish to continue with a paid subscription after your trial, you must cancel before the trial period ends. Once the trial converts to a paid plan, standard billing and refund rules apply.

3. Canceling Your Subscription

You can cancel your subscription at any time.

3.1 How to cancel

The exact steps depend on how you subscribed:

  • If you installed TruUp through a platform (e.g., Shopify):
    • You must uninstall or remove the TruUp app from your store through that platform’s admin or apps section. In many cases, this is the only way to stop future charges through the platform’s billing system.
  • If you subscribed directly with TruUp:
    • You can typically cancel via your account billing settings on our site or by contacting us through the support channels we provide.

If you need help canceling, you can contact our support team using the details in the Contact section below.

3.2 Effective date of cancellation

Unless otherwise specified:

  • Cancellation generally takes effect at the end of your current billing period.
  • Your subscription will not renew for the next period.
  • You will retain access to the Services until the end of the current billing period, unless you request immediate termination and we explicitly confirm this.

Cancelling your subscription does not automatically result in a refund, except as described in Section 4.

4. Refunds

We aim to be fair and transparent while also maintaining predictable billing. This section explains when we do and do not provide refunds.

4.1 General rule: subscriptions are non‑refundable

As a general rule, subscription fees are non‑refundable, and there are no credits for partially used periods or unused features once a billing period has started.

This means that:

  • If you cancel partway through a billing period, the current charge is not typically refunded.
  • If you choose not to use the Services after being billed, the fee for that period remains due.

4.2 When we may offer refunds or credits

We may, at our discretion, grant a refund or credit in certain limited situations, for example:

  • Billing errors If you were mistakenly charged twice or charged an incorrect amount due to a billing system error.

  • Duplicate subscriptions If you unintentionally created multiple paid subscriptions for the same store or account.

  • Technical issues caused by us If a significant, sustained service issue attributable to us prevents you from using the core functionality of the Services for a substantial portion of a billing period, and we are unable to provide a timely fix or workaround.

  • New customer goodwill (case‑by‑case) In some cases, especially for new customers who have not yet derived value from the product, we may offer a one‑time partial or full refund as a goodwill gesture.

These situations are evaluated case‑by‑case and at our sole discretion. Granting a refund or credit in one instance does not obligate us to grant similar accommodations in the future.

4.3 Platform‑controlled refunds (e.g., Shopify)

If you subscribed through a platform like Shopify, some aspects of billing, including refunds, may be controlled by that platform’s policies and systems.

  • In many cases, we cannot directly issue a refund to your payment method; instead, the platform must process it.
  • We may assist you by confirming dates, usage, or by indicating our support for a refund request, but the final decision may rest with the platform and its policies.

Please review the applicable platform’s refund and billing policies for more details.

5. Upgrades and Downgrades

5.1 Upgrading your plan

When you upgrade to a higher‑tier plan (for example, to increase limits or unlock additional features):

  • The change may take effect immediately or at the start of the next billing period, depending on the platform and how the upgrade is processed.
  • If the upgrade takes effect immediately, you may be charged a prorated amount for the remainder of the current billing period or the full new amount for the next period, as specified in your billing interface.

Once the upgraded period begins, fees for that period are generally non‑refundable, except as noted in Section 4.

5.2 Downgrading your plan

When you downgrade to a lower‑tier plan:

  • The downgrade may take effect at the end of the current billing period, unless the system explicitly states otherwise.
  • You may lose access to certain features, higher limits, or historical data associated with the higher‑tier plan after the downgrade takes effect.

We do not typically provide refunds or credits for downgrades partway through a billing period. The new, lower pricing will usually apply from the next billing period onward.

6. Cancellation Due to Changes in Pricing or Terms

We may update our pricing, plans, or terms from time to time.

  • When we make material changes, we will provide notice in a reasonable manner (for example, via email, in‑app notifications, or on our website), as described in our Terms of Service.
  • If you do not agree with updated pricing or terms, you may cancel your subscription before the changes take effect.

If you cancel because of a material adverse change and you have already pre‑paid for a future period you will not use, you may contact us to discuss options. Any refunds or credits granted in this scenario are at our discretion unless otherwise required by law or by a platform’s billing rules.

7. Account Termination by TruUp

In some cases, we may suspend or terminate your access to the Services, for example:

  • If you violate our Terms of Service, Acceptable Use Policy, or other applicable policies.
  • If you fail to pay amounts when due.
  • If your use of the Services poses a security, legal, or operational risk.

If we terminate your account due to your breach of our terms or policies, you are not entitled to a refund or credit for any fees already paid, except where prohibited by law.

If we discontinue the Services entirely or terminate your account without cause (for reasons unrelated to your breach), we will generally:

  • Provide reasonable notice where possible, and
  • Refund any prepaid amounts for the unused portion of the current subscription term, or provide an equivalent credit, unless prohibited or inconsistent with the billing platform’s rules.

8. How to Request a Refund or Clarification

If you believe you are entitled to a refund, credit, or other billing adjustment, or if you have questions about a charge:

  1. Gather relevant details, such as:

    • The email address and store or account name associated with your subscription.
    • Approximate date and amount of the charge.
    • How you subscribed (e.g., directly through TruUp vs. via Shopify).
    • A brief explanation of the issue (for example, duplicate charge, technical problem, or cancellation timing).

  2. Contact us Reach out using the contact information in the “Contact Us” section below. We may ask for additional information to verify your identity and investigate the issue.

We will review your request in a timely manner and let you know the outcome. Where applicable, we may coordinate with the billing platform (like Shopify) to process any approved adjustments.

9. Local Laws and Consumer Rights

Some countries, states, or regions provide consumers with specific statutory rights regarding cancellations and refunds (for example, cooling‑off periods or mandatory refund rules). Nothing in this Policy is intended to limit any rights you may have under applicable laws that cannot be waived or limited by contract.

If there is a conflict between this Policy and applicable non‑waivable law in your jurisdiction, the law will prevail to the extent of the conflict, and this Policy will be applied in a manner consistent with that law.

10. Changes to This Refund & Cancellation Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes to our billing practices, Services, or legal requirements.

When we make material changes, we will:

  • Update the “Last updated” date at the top of this Policy, and
  • Provide additional notice where required by law or in accordance with our Terms of Service (for example, via email, in‑app notifications, or a notice on our website).

Your continued use of the Services after the updated Policy becomes effective constitutes your acceptance of the changes. If you do not agree, you must cancel your subscription before the changes take effect.

11. Contact Us

If you have any questions about this Refund & Cancellation Policy, your subscription, or a specific charge, you can contact us at:

TruUp TruUp

Email: [email protected] or [email protected]