Refund Policy

A fair refund policy.

Bad refund policies are infuriating. You feel like the company is just trying to rip you off. We never want our customers to feel that way, so our refund policy is simple: If you're ever unhappy with TruLexa for any reason and request cancellation and a refund within 30 calendar days after your first use of TruLexa, including free-trial use, just contact our support team at support@aistrova.com and we'll take care of you. Your first subscription payment does not start a new 30-calendar-day refund eligibility window. The eligibility requirements and abuse exceptions in this Refund Policy apply.

Examples of full refunds we'd grant.

• If you were just charged for your next billing period of service but you meant to cancel, we're happy to refund that extra charge. For this voluntary renewal refund, contact us within 7 calendar days after the renewal charge and before you or any account user submits a new AI request after renewal. Mandatory rights and refund obligations legally binding on the Company are unaffected.
• If you forgot to cancel your account a couple months ago and you haven't used it since then, we may, at our discretion, give you a full refund for a few back months. No problem.
• If you request cancellation and a refund within 30 calendar days after your first use of TruLexa, including free-trial use, and you just weren't happy with it, you can have your money back. The satisfaction guarantee covers the initial payment for your first hosted subscription, subject to the eligibility and abuse exceptions in this policy. Your first subscription payment does not start a new 30-calendar-day refund eligibility window.

Abusing the refund process by repeatedly canceling and re-subscribing to a service for more than a few times is strictly prohibited. If we find hard evidence that you have abused this refund process, you agree to let us permanently ban your accounts and ip addresses. We only refund if we believe your abuse did not negatively affect other users' experience on any of our services. The voluntary satisfaction and renewal guarantees do not cover claims involving fraud, fabricated evidence, identity manipulation to evade the once-per-subscriber limit, or attempted duplicate recovery. A change of account, plan or payment method does not restart the satisfaction period. These exceptions do not limit mandatory legal rights or make the Company’s view conclusive on a legal dispute. The satisfaction guarantee is available once per subscribing individual or organization; additional accounts or resubscriptions do not restart it.

Examples of partial refunds or credits we'd grant.

• If you forgot to cancel your account a year ago, and there's been activity on your account since then, we may review your account usage and consider a partial refund based on how many months you used it.
• If you upgraded your account a few months ago to a higher plan and kept using it in general but you didn't end up using the extra features, projects, or storage space, we'd consider applying a prorated credit towards future months. Any discretionary credit requires express written approval by an authorized Company representative.
• If we had extended downtime (multiple hours in a day, or multiple days in a month) or you emailed customer service and it took multiple days to get back to you, we may issue a partial credit to your account.

Get in touch

At the end of the day, nearly everything on the edges comes down to a case-by-case basis. Send us a note, tell us what's up, and we'll work with you to make sure you're happy. This case-by-case assistance does not extend the eligibility periods or promise a particular refund, credit or other outcome. Send the account email and charge details to support@aistrova.com; do not send passwords, full card numbers or confidential client documents. An authorized request expressly asking for cancellation and a refund counts under this policy; refund eligibility depends on when you send it, not when we reply. An automated acknowledgement or informal discussion is not approval of a discretionary refund. Mandatory deadlines and legal rights remain unaffected. support@aistrova.com

We may reasonably verify the requester’s identity and authority before changing an account or issuing a refund. Verification does not change the eligibility date of a timely authorized request or override a statutory refund deadline.