Version: 1.0
This Policy explains the conditions for reviewing requests to refund TrackForms payments, the deadline for submitting a request, how any approved refund is processed, and the period that begins after TrackForms’ internal approval for submitting the approved refund to Paddle.
1. Refund eligibility
A refund request may be approved when one of the following grounds is established:
- A duplicate payment has been verified.
- A billing or collection error has been verified.
- A material and continuing failure of the TrackForms service actually prevented the customer from using the paid service, and TrackForms was unable to resolve the issue within a reasonable period.
- A refund is required by applicable law or mandatory consumer rights.
A refund is not automatically due merely because the customer changes their mind, cancels the subscription, or no longer wishes to use the service.
Other exceptional circumstances may be reviewed case by case. A refund request may be refused where there is fraud, abuse, misuse, or abusive refund-request behavior, subject to applicable law.
2. Deadline for submitting a refund request
The customer must submit a refund request within 14 calendar days of the date of the specific payment transaction concerned by the request.
Each payment transaction has its own independent 14-calendar-day window, including the first subscription payment and every subsequent automatic-renewal payment.
Submitting a request within the fourteen-day period makes the request eligible for review only and does not guarantee approval.
Requests submitted after the fourteen-day window has expired are generally not eligible, unless a refund is required by applicable law or TrackForms determines that exceptional circumstances justify reviewing the request.
3. Refund method
Any approved refund must be processed through Paddle, in its capacity as Merchant of Record, and returned to the original payment method whenever possible.
TrackForms may not issue a refund directly outside Paddle and may not use a separate manual bank transfer, cash payment, or alternative refund method outside the Paddle process.
Paddle may require its own approval before processing the refund.
4. Refund processing time
TrackForms reviews an eligible refund request. After internally approving the request, TrackForms will submit the approved refund request to Paddle within 5 business days.
Paddle may require additional approval before processing the refund. After Paddle approves and processes it, the time required for funds to appear on the customer’s original payment method may vary depending on the bank, card issuer, or payment provider and may take additional time.
TrackForms does not commit to a fixed end-to-end period for receipt of the refund measured from the date on which the original request was submitted, because Paddle’s approval and processing stage and the customer’s financial institution’s posting time are outside TrackForms’ direct control.
5. Contact
The customer may submit a refund request to TrackForms through the official email address:
- Email: admin@trackforms.app
Official website: https://trackforms.app