Refund Policy

Trellis CRM is a service for businesses. Subscription fees are non-refundable, except as described in this policy or where applicable law requires a refund. This includes partly used billing periods, annual subscriptions, unused user seats and downgrades during a billing period.

You can cancel at any time from the billing settings of the Service. Cancellation stops the next renewal; you keep full access until the end of the period you have already paid for, and are not charged again.

• Duplicate charges, or charges made in error because of a technical fault on our or Paddle's side.
• If we terminate the Service for your organization without cause: a pro-rata refund of prepaid fees for the unused period.
• Where a statutory right of withdrawal or refund applies. EU and UK consumers may have a 14-day right of withdrawal under Paddle's Buyer Terms. This right does not apply to purchases made for business purposes, and it may be lost once the service has started to be used.

Email [email protected] with your organization name and the date and amount of the charge, or contact Paddle through paddle.net using the details in your receipt. Approved refunds are usually processed within 14 days; how quickly they appear on your statement depends on your bank or card issuer.

Please contact us before disputing a charge with your bank; most billing problems can be solved faster directly. An organization with an open chargeback may be set to read-only until the dispute is resolved.