Refund Policy

PayTrix Relay operates on a subscription model. This Refund Policy outlines the circumstances under which we issue refunds and the process for requesting them. By subscribing to our Service, you acknowledge and agree to this policy.

PayTrix Relay subscriptions work as follows:

• Subscriptions are billed on a recurring basis (monthly or annually, depending on your plan)
• Access to the Service begins immediately upon successful payment
• Subscription fees are charged in advance for the upcoming billing period
• You may cancel your subscription at any time; cancellation takes effect at the end of the current billing period
• After cancellation, you retain access until the period you have paid for expires

As a general rule, all subscription payments are non-refundable. This includes:

• Partial months of service after cancellation mid-cycle
• Subscription fees for periods where the Service was available but not actively used
• Downgrades from a higher plan to a lower plan (the higher plan remains active until cycle end)
• API credits or message quotas that were not consumed

We encourage you to evaluate the Service using any available free tier before subscribing to a paid plan.

We will consider refund requests in the following exceptional circumstances:

• Billing errors: You were charged an incorrect amount due to a technical error on our side
• Duplicate charges: You were charged more than once for the same subscription period
• Extended service downtime: The Service experienced verified downtime exceeding 72 consecutive hours due to issues within our control, and your use of the Service was materially impacted
• Unauthorized charges: A charge was made to your account without your authorization (subject to investigation)

Refunds under these exceptions are at our sole discretion and are prorated based on the period affected.

To request a refund, please follow these steps:

• Email us at support@thepaytrix.com within 7 days of the charge you are disputing
• Include your registered email address, the date of the charge, and the reason for your refund request
• Provide any supporting evidence (e.g., screenshots of errors or duplicate charges)

We will review your request and respond within 5 business days. Approved refunds are processed to the original payment method within 7–10 business days, depending on your bank or payment provider.

The following are explicitly non-refundable under all circumstances:

• API credits or message quota already consumed during the billing period
• Subscription fees for periods where access was suspended due to a violation of our Terms of Service
• Any add-ons or one-time purchases once the service has been rendered
• Subscription fees where a chargeback has been initiated with your bank or card provider

If you have questions about this Refund Policy or need to raise a billing concern, please reach out:

• Email: support@thepaytrix.com
• Website: relay.thepaytrix.com

Our support team is available on business days and will do our best to resolve your concern promptly and fairly.