Cancellation and Refunds

1. Scope and existing commitments

This policy covers plans and add-ons purchased directly from TROLYPAGE COMPANY LIMITED on the website. App-store purchases follow their purchase channel and mandatory legal rights.

Commitments applicable when an earlier transaction was made, including a seven-day refund commitment where applicable, remain subject to those commitments. This update does not reduce previously agreed rights.

2. Cancelling renewal and terminating service

Open Billing in the relevant workspace, cancel the plan and check the confirmation and end date. An active plan continues until the end of the paid period. Check and disable automatic renewal from your balance if enabled. Contact [email protected] if you cannot complete cancellation.

Cancelling renewal, immediate termination, refunds and data deletion are separate requests. For early termination, provide the requested end date and ask for reconciliation of delivered service, undelivered service and valid outstanding charges. Consumer termination rights follow applicable law and lawful agreements.

3. Refund eligibility

Incorrect, duplicate or unauthorized charges: the incorrect portion is refunded after reconciliation. If TrolyPage cannot deliver the agreed service due to its own fault, remedies may include correction, termination and refund of the corresponding undelivered portion.

A continuous outage exceeding 72 hours caused by TrolyPage, excluding scheduled maintenance announced in advance, qualifies for the commitment to a full refund of the affected service charge for that period. An outage of 24–72 hours caused by TrolyPage qualifies for a time-proportional refund. These thresholds do not exclude other statutory or individually agreed rights.

Changing your needs or not signing in does not automatically entitle you to a full refund of services correctly delivered. However, prior use, unsatisfactory AI output, third-party incidents or suspension are not automatic grounds for rejecting every claim. We assess responsibility and rights for each transaction.

4. Balances, add-ons and plan changes

Unused cash-funded balances are reconciled against their funding source, consumed transactions and valid outstanding charges. Provide the top-up reference with a refund request. Promotional credits and rewards are not automatically redeemable for cash.

Add-on and extra-usage requests are assessed against delivery and the terms displayed when purchased. A scheduled downgrade does not automatically refund the price difference for a used period; termination and refund requests remain available separately. Check upgrade charges, credits and effective dates before confirming.

5. Requests and timeframes

Email [email protected] with your account email, workspace, transaction reference, reason, requested amount and relevant evidence. Do not send passwords, OTPs, full card details or integration tokens.

Staff provide support during business hours in Vietnam (UTC+7). We acknowledge requests within one working day and review refund requests within three working days after receiving sufficient reconciliation information. We explain any additional information needed without removing mandatory rights or deadlines.

We communicate approval, partial approval or rejection with reasons, calculations and next steps. Approved amounts are refunded through the original payment method or a verified bank account within 7–14 working days. If delayed, TrolyPage explains the reason and provides progress updates.

Other complaints are normally resolved within 1–7 working days. Customers may request further review under the Complaint Resolution process or exercise their rights with competent authorities.

Transaction Policy · Complaint Resolution