Refund Policy
Last updated: April 11, 2026
Introduction
This Refund Policy explains when refunds may be available for Trellis 2 subscriptions and credit-pack purchases.
Subscription Refunds
We review refund requests for subscription services under the following conditions:
Eligibility Requirements
- Time Window: Request must be made within 14 days of the first subscription purchase
- Usage Limit: Credits consumed must not exceed 15% of your plan's monthly allocation, excluding sign-up bonus credits
- First-time Only: Applies to first-time subscribers only
Plan-Specific Details
| Plan | Monthly Price | Monthly Credits | Refund Usage Limit |
|---|
| Starter | $9.90/month | 400 credits | ≤ 60 credits |
| Pro | $19.90/month | 1,600 credits | ≤ 240 credits |
| Max | $39.90/month | 4,800 credits | ≤ 720 credits |
Billing Cycle Coverage
- Weekly subscriptions: 14-day refund window from first payment
- Monthly subscriptions: 14-day refund window from first payment
- Annual subscriptions: 14-day refund window from first payment
Credit Pack Refunds
One-time credit pack purchases may be eligible for refunds under the following conditions:
- Time Window: Request must be made within 7 days of purchase
- Usage Limit: Credits must be completely unused (0 credits consumed)
- Note: Credit packs are intended for immediate service use, so please review your purchase carefully before checkout
Non-Refundable Items
The following are not eligible for refunds:
- Sign-up bonus credits or promotional credits
- Partially used credit packs
- Subscriptions beyond the 14-day refund window
- Subscriptions exceeding the usage limit
- Enterprise custom plans (subject to separate agreement)
Response Time Commitment
We aim to respond to refund requests within 3 business days.
Subscription Management
You can manage or cancel your subscription through your account dashboard. Changes usually take effect at the next billing cycle unless stated otherwise at checkout.
Refund Process
- Submit Request: Contact our support team with your account email and order details
- Review: We review the order date, plan type, credit usage, and payment status
- Processing: Approved refunds are sent back to the original payment method, typically within 5 to 7 business days after approval
For refund requests, contact us at Contact Support
Please include:
- Your account email address
- Order/subscription ID
- Reason for refund request