Refund & Cancellation Policy

Traneos offers a Free tier with usage caps and four paid tiers (Starter, Basic, Pro, and Studio) billed monthly in Indian Rupees through our payment processor, Razorpay. Pricing and plan limits are listed on the pricing page.

Every new free organization gets a 7-day welcome trial with full Pro access. The trial is automatic and does not require a card. When the trial ends, the account returns to the Free tier unless you start a paid subscription. Trials are promotional and may be modified or withdrawn at any time.

You can cancel your subscription at any time from Settings → Billing. When you cancel:

• Your plan remains active until the end of the current billing period — you keep paid features until then;
• Your subscription will not renew at the end of the period;
• On the renewal date, the account is downgraded to the Free tier. Caps from the Free tier (e.g. client and team-member limits) apply from that point onward.

You may resume a cancelled subscription before the period ends from the same Billing page; resuming reverts the cancellation and your subscription will renew normally.

Subscription fees are non-refundable. Because Traneos is a software service billed in advance for each monthly period, we do not provide refunds or credits for:

• partial billing periods after a cancellation;
• downgrades from a higher tier to a lower one or to Free;
• features you chose not to use during a billing period;
• accounts you choose to delete or stop using; or
• failed integrations with third-party services outside our control (e.g. WhatsApp template approvals, Razorpay account issues, OAuth provider downtime).

You can avoid future charges at any time by cancelling before the next renewal date.

We may, at our sole discretion, issue a refund or credit in limited circumstances, including:

• Duplicate charges — if Razorpay charges your card more than once for the same billing period due to a clear technical error;
• Charges after a confirmed cancellation — if you cancelled before a renewal date but were still charged for the next period;
• Fraudulent charges — if your card was used to subscribe without your authorization and you provide reasonable supporting information;
• Where required by applicable law — including consumer-protection rights you have in your jurisdiction that cannot be waived by contract.

To request a refund under one of the cases above, email billing@traneos.com within 7 days of the disputed charge from the email address registered on your Traneos account, and include:

• the Razorpay payment ID or invoice number,
• the date and amount of the charge, and
• a brief description of the issue.

We aim to respond within 3 business days. Approved refunds are processed back to the original payment method via Razorpay and typically settle within 5–10 business days, depending on your bank or card issuer.

If a renewal payment fails (e.g. expired card, insufficient funds), we will:

• show a past-due banner inside the app;
• send escalating dunning emails over a short grace window;
• block writes to paid features during the grace window so you can update payment details and recover the account; and
• after the grace window ends, downgrade the account to the Free tier. Your data remains intact, subject to Free-tier caps.

You can update your payment method at any time from Settings → Billing.

Cancelling a subscription or downgrading does not delete your account or your Customer Data. You retain access to the Free tier and can re-subscribe at any time. If you want your account permanently removed, use Settings → Security → Delete account, which deletes your data and associated files as described in our Privacy Policy.

For cancellation or refund questions, email billing@traneos.com or visit the contact page.