1. OUR COMMITMENT
At Tricot, we understand that choosing a translation solution represents a significant investment for your business. That's why we offer new customers a 14-day money-back guarantee on their first purchase, giving them the peace of mind to assess whether our service meets their specific needs. This policy reflects our confidence in the quality of our solution, while recognizing that every company has unique requirements when it comes to multilingual translation.
2. ELIGIBILITY FOR REIMBURSEMENT
Our money-back guarantee applies exclusively to customers subscribing to a paid plan for the first time. This fourteen-calendar-day evaluation period begins on the date of your initial purchase and allows you to test the full functionality of your plan, evaluate the quality of translations and determine whether our service integrates effectively into your workflow.
It is essential to understand that this guarantee is a unique opportunity offered when you enter the Tricot ecosystem. Subscription renewals, plan upgrades after the initial period, and any subsequent purchases are considered firm commitments based on your in-depth knowledge of our service. This distinction recognizes that established customers have already had the opportunity to fully evaluate our platform and have made an informed decision to continue.
3. REFUND CALCULATION
Our approach to refunds is based on fairness and transparency. When a refund is granted during the warranty period, we apply a deduction of 0.0035 Canadian dollars for each word you have translated using our service. This simple formula takes into account the costs we incur to deliver each translation via our artificial intelligence infrastructure.
For example, if you subscribe to a plan and use our service to translate 10,000 words before requesting a refund, the deduction will be $35 (10,000 words × $0.0035). This structure ensures that you only pay for the value actually received, while allowing us to cover the computational costs incurred. If you have not done any translation, you will receive a full refund of your subscription.
4. ADDITIONAL TRANSLATION CREDITS
Translation credits purchased separately from your subscription are never refundable, without exception. These credits represent an immediately available and usable resource upon purchase, similar to the acquisition of tokens or points in other services. Their prepaid nature and permanent availability for as long as your account remains active justify this separate policy. We ensure that this condition is clearly communicated at every point of purchase to avoid any confusion.
5. PLAN MODIFICATIONS
Plan changes during the evaluation period are possible but affect the refund calculation. An upgrade to a higher plan is interpreted as a confirmation of satisfaction and any refund will be calculated on the basis of the new plan, taking into account total usage since the start of your subscription. Downgrades during this period are possible, but do not reopen a new warranty period. After the initial fourteen days, no downgrades are possible until the end of your current billing period.
6. APPLICATION PROCEDURE
To request a refund, simply contact our support team at support@tricotwp.com during the warranty period. While we appreciate knowing the reasons for your decision in order to improve our service, providing a detailed explanation is not mandatory. Our team will verify your eligibility, calculate the exact refund amount based on your usage, and process your request as quickly as possible.
You will receive an acknowledgement of receipt within twenty-four business hours, followed by full processing, usually within two to three business days. Once approved, the refund is initiated immediately on your original payment method, usually appearing on your statement within five to ten business days depending on your financial institution.
7. CONSEQUENCES OF REPAYMENT
Acceptance of a refund will result in immediate revocation of your paid subscription and automatic downgrade to our free plan. Translations already completed and stored in your WordPress database remain fully accessible and functional, reflecting our philosophy that your work belongs to you regardless of your subscription status. However, all unused credits, whether included in your subscription or purchased separately, are permanently lost.
8. RENEWALS AND SPECIAL CASES
Automatic subscription renewals are never eligible for refund, as they are considered confirmation of your continued satisfaction with our service. To avoid unwanted renewal, you can cancel automatic renewal at any time via your dashboard, with cancellation taking effect at the end of your current paid period. Reminder notifications are sent prior to each renewal to enable you to make an informed decision.
Exceptional circumstances may merit special consideration, including billing errors on our part that are always corrected in full, or major technical problems that render our service unusable despite efforts to resolve them. In such cases, our team will assess the situation with flexibility, while maintaining the necessary fairness for all our customers.
9. TAX IMPLICATIONS
Refunds include proportional refunds of taxes collected. When a refund is processed, the applicable taxes are refunded in proportion to the principal amount returned after deduction of usage. For companies, we provide detailed refund documentation to facilitate your accounting and tax adjustments.
10. PROTECTION AGAINST ABUSE
Although generous, our policy must be protected against potential abuse to remain viable. Attempted exploitation, such as repeated subscriptions followed by refunds, or intensive use during the warranty period with intent to refund, are monitored and may result in denial of future services. Bank disputes initiated without prior attempt at resolution with our support may incur additional administrative charges to cover processing costs.
11. CONTACT AND SUPPORT
If you have any questions about our refund policy or would like to initiate a request, our support team is available to assist you with empathy and professionalism. We encourage dialogue before the final refund decision, as often problems can be resolved with the right assistance.
Refund department
Tricot, 9544-9872 Québec inc.
E-mail: support@teamtricot.com
Response time: 48 business hours maximum
This Refund Policy is an integral part of our General Terms of Use. By subscribing to our services, you acknowledge that you have read and accept these conditions. We reserve the right to modify this policy for new purchases, with appropriate prior notification.
Last update: September 16
Version: 1.0