Refund policy

The short version

Subscription fees are paid in advance and are not refundable for the period already paid. We do not offer pro-rated refunds for unused time, for downgrading mid-term, or for cancelling before the end of a term. This mirrors clause 5 of our terms of service.

We would much rather you did not need this page. Monitoring is verifiable before you buy: ask us to run a live sweep on your own brand and show you what it finds. If the platform cannot see the exposure you are worried about, that is worth discovering before any money changes hands.

When we do refund

We will review and, where the facts support it, refund in these cases:

• You were charged in error — a duplicate charge, a charge after a cancellation we confirmed, or a charge on the wrong account.
• You bought the wrong plan and tell us within 30 days of the charge, before substantive use of the higher plan. We will usually move you to the correct plan and refund or invoice the difference rather than unwind the purchase.
• We cannot deliver the service — a sustained failure on our side that we are unable to remedy, as distinct from a monitoring surface returning fewer results than you hoped.

Requests outside these cases are considered individually and at our discretion. Being dissatisfied with how much infringement was found is not by itself a basis for a refund: the platform reports what exists on the surfaces it monitors, and a quiet result is a legitimate outcome rather than a fault.

How to ask

Email support@tracbrand.com within 30 days of the charge, from the address on the account, with the invoice or order reference and a short description of what went wrong. We answer within one business day and aim to reach a decision within five.

How refunds are processed

Where the money goes back depends on where you bought, because we are not always the party that took the payment.

• Bought directly from us — payments are processed by Paddle, which acts as merchant of record. Approved refunds are issued by Paddle to the original payment method, and Paddle’s own buyer terms apply alongside this policy.
• Bought through AWS Marketplace — billing is handled by AWS. Approved refunds are processed through AWS Marketplace and appear on your AWS bill. Cancellation and renewal are managed from your AWS account, not from TracBrand.

Cancelling

You can cancel at any time and the subscription then runs to the end of the period you have paid for, after which it does not renew. Cancelling does not trigger a refund of the current period. Your data remains available for the rest of the term and is handled afterwards as described in our privacy policy.

Your statutory rights

Nothing here removes rights you have under law that cannot be excluded by agreement. Where consumer protection legislation in your jurisdiction gives you a cancellation or refund right that is stronger than this policy, that right applies. TracBrand is sold to organisations rather than consumers, so those rights will not usually be engaged.

Who you are contracting with

TracBrand is a product of 1stRound AI, registered at 16, Krishna Garden, Singanallur, Coimbatore, Tamil Nadu 641005, India, GSTIN 33AAEFZ1871A1ZH, PAN AAEFZ1871A. Where your organisation has signed a separate written agreement with us, the refund terms in that agreement take precedence over this page.