Refund & Support Policy

1. Overview

At Tracktron, we want you to be completely satisfied with our subscription tracking service. This policy outlines our refund procedures, cancellation process, and support offerings to ensure you have a positive experience with our platform.

2. Money-Back Guarantee

We offer a 7-day money-back guarantee for all Pro subscription purchases. If you're not satisfied with Tracktron within the first 7 days of your Pro subscription, you can request a full refund.

2.1 Eligibility Criteria

• Refund must be requested within 7 days of your initial Pro subscription purchase
• Account must be in good standing (no violations of Terms of Service)
• Request must include a brief reason for dissatisfaction (helps us improve)
• Only applies to the first Pro subscription purchase per account

2.2 How to Request a Refund

1. Email us at info@vanmoose.com with "Refund Request" in the subject line
2. Include your account email and the reason for your refund request
3. We'll process your request within 2 business days
4. Refunds are issued to the original payment method within 5-10 business days

3. Subscription Cancellation

3.1 How to Cancel

You can cancel your Pro subscription at any time through:

• Account Settings: Go to Settings → Billing → Cancel Subscription
• Email Support: Send a cancellation request to info@vanmoose.com
• Stripe Portal: Access your billing portal through your account

3.2 What Happens After Cancellation

• Your Pro features remain active until the end of your current billing period
• No further charges will be made to your payment method
• Your account automatically converts to the Free plan (3 subscription limit)
• All your data is preserved and accessible
• You can reactivate Pro anytime to regain unlimited tracking

4. Billing and Payment Issues

4.1 Failed Payments

If your payment fails, we'll attempt to charge your payment method up to 3 times over 7 days. You'll receive email notifications for each failed attempt.

• Day 1: First failed payment attempt, email notification sent
• Day 3: Second attempt, update payment method reminder
• Day 7: Final attempt, account downgrade warning
• Day 8: Account downgrades to Free plan if payment still fails

4.2 Disputing Charges

If you see an unexpected charge, please contact us first before disputing with your bank. We can often resolve billing issues quickly and provide detailed payment history.

5. Service Interruptions

5.1 Planned Maintenance

We perform scheduled maintenance during low-usage periods (typically late night CET). Advance notice will be provided for maintenance expected to last longer than 30 minutes.

5.2 Unplanned Downtime

In case of unexpected service interruptions lasting more than 4 hours, Pro subscribers may be eligible for service credits equal to the daily pro-rated amount.

6. Customer Support

6.1 Support Channels

• Email Support: info@vanmoose.com (primary channel)
• Response Time: Within 24 hours for general inquiries
• Priority Support: Pro subscribers receive priority handling
• Business Hours: Monday-Friday, 9 AM - 6 PM CET

6.2 What We Can Help With

• Account setup and configuration assistance
• Billing and subscription management questions
• Technical issues and bug reports
• Feature requests and feedback
• Data export and account deletion requests

7. Data Export and Account Deletion

7.1 Data Export

You can export your subscription data at any time:

• Self-Service: Download CSV export from your account settings
• Supported: Request detailed export via email
• Format: CSV, JSON, or PDF formats available

7.2 Account Deletion

To permanently delete your account and all associated data:

• Email info@vanmoose.com with "Account Deletion Request"
• Confirm your identity and deletion intent
• We'll process deletion within 7 business days
• All data is permanently removed and cannot be recovered

8. Fair Use Policy

While Pro plans offer "unlimited" subscription tracking, we expect reasonable use:

• Normal Use: Up to 1,000 tracked subscriptions per account
• Excessive Use: We may contact accounts with unusual activity patterns
• Commercial Use: Managing subscriptions for multiple businesses may require enterprise discussion

9. Exceptions to Refund Policy

Refunds may not be available in the following circumstances:

• Violation of Terms of Service or acceptable use policies
• Fraudulent activity or chargebacks
• Requests made after the 7-day guarantee period
• Subsequent Pro subscription purchases (guarantee applies to first purchase only)

10. Policy Updates

We may update this refund policy from time to time. Changes will be communicated via:

• Email notification to active subscribers
• In-app notification for significant changes
• Updated policy posted on our website

Changes take effect 30 days after notification, except for changes that benefit customers, which may take effect immediately.

11. Contact Information

For refund requests, billing questions, or support:

• Email: info@vanmoose.com
• Subject Lines:
• - "Refund Request" for refund requests
• - "Billing Question" for payment issues
• - "Technical Support" for app issues
• - "Account Deletion" for deletion requests
• Response Time: Within 24 hours (business days)
• Company: Van Moose
• Location: Amsterdam, The Netherlands
• Chamber of Commerce (KvK): 97411698