Refund & Return Policy
Last updated: 4 June 2026
This Refund & Return Policy explains when payments for BasisTrail may be cancelled, refunded, reversed, credited, disputed, or denied. BasisTrail is a digital software service. There is no shipment of physical goods, no product exchange process, and no return-by-mail workflow. This policy is written to define the commercial rules for subscriptions, one-time purchases, billing errors, failed activations, fraud prevention, and legally required exceptions.
1. Scope
This policy applies to payments made for the BasisTrail website, account portal, iOS companion experience, subscriptions, founder or lifetime access products, one-time purchases, and any future paid digital add-ons or usage-based entitlements, unless a separate written commercial agreement explicitly overrides this policy.
2. General rule
All purchases are final unless one of the following is true: a refund is explicitly required by applicable law, BasisTrail confirms that a billing error occurred, BasisTrail voluntarily approves a refund as a commercial exception, or the applicable merchant-of-record or payment processor independently requires a refund under its own rules.
3. Why the no-physical-return model applies
- BasisTrail is delivered digitally.
- Access can begin immediately after activation or entitlement sync.
- The product includes software access, hosted services, AI usage, and ongoing operating cost once a paid account is activated.
- There is no inventory that can be restored to new condition through a physical return process.
4. Subscription cancellations
- Subscriptions may be cancelled before the next renewal date through the available billing-management flow once billing is live.
- Cancellation stops future renewal charges but does not automatically create a refund for the current billing period.
- Unless required by law, cancellation takes effect at the end of the paid term already purchased.
- If access is downgraded after cancellation, some features may remain available only until the paid term expires.
5. Monthly and annual subscriptions
Monthly and annual plans are billed in advance for the stated period. Unless required by law or expressly approved by BasisTrail, partially used billing periods are not prorated and are not refunded simply because the account was unused, lightly used, forgotten, or later cancelled.
6. Founder, lifetime, or limited-seat offers
- Founder and lifetime-style purchases are one-time digital access products.
- Unless required by law, these purchases are non-refundable after entitlement is granted.
- “Lifetime” refers to the operational life of the product, not the purchaser’s natural lifetime.
- Limited-seat or capped offers may be revoked, suspended, or refunded if a purchase was obtained fraudulently, duplicated, or granted due to a technical pricing error.
7. Demo access, trials, and pre-launch states
If BasisTrail offers demo access, a waitlist, a free trial, a low-cost activation period, or a coming-soon reservation state, the exact commercial terms for that flow control whether any refund is available. If a trial converts into a paid term after proper disclosure and the user did not cancel in time, the resulting charge is treated as a valid subscription renewal unless law requires otherwise.
8. Situations where a refund may be approved
BasisTrail may, but is not required to, approve a refund in situations such as:
- a duplicate charge for the same account and same billing period;
- a clearly documented technical billing error;
- a payment captured after a confirmed cancellation that should have prevented renewal;
- a material service failure that prevented initial activation and was not resolved within a reasonable time after support review;
- fraud indicators confirmed by BasisTrail or the payment provider;
- other exceptional circumstances where a refund is commercially appropriate.
9. Situations where a refund will generally not be approved
- change of mind after purchase;
- not using the account or using it less than expected;
- disliking product design, roadmap, or feature prioritization after purchase;
- misunderstanding what the product is despite the public descriptions, FAQs, and legal disclosures;
- failure to cancel before a renewal date;
- claiming that AI output, market data, or portfolio reconstruction was not valuable enough after paid use;
- pricing changes announced for future billing periods;
- suspension caused by policy violations, fraud review, abuse, sanctions screening, or payment risk controls.
10. Digital-content and consumer-law exceptions
Certain jurisdictions, including parts of the European Union, the United Kingdom, and other consumer-protection regimes, may give users mandatory rights that cannot be waived by contract. Where those laws apply, BasisTrail honors the non-waivable rights that are legally required. If a local law gives a user a stronger refund or withdrawal right than this policy, the mandatory legal rule controls only to the extent required.
11. Immediate-access digital-service exception
Where legally permitted, if a user requests or accepts immediate activation of a paid digital service, hosted entitlement, or AI-backed feature set, BasisTrail may treat that activation as the start of service delivery and may limit withdrawal or refund rights accordingly. This section applies only where permitted by law and does not override mandatory consumer protections.
12. Billing errors and duplicate charges
If a charge appears incorrect, the fastest route is to contact support before opening a charge dispute. BasisTrail may request receipts, account email, transaction identifiers, dates, and screenshots to investigate. Duplicate or clearly erroneous charges are the category most likely to be corrected with a refund, reversal, or account credit.
13. Failed activation or entitlement-sync issues
If payment succeeded but a paid plan did not activate correctly, the issue should be reported promptly. BasisTrail may investigate and resolve the problem by restoring access, extending service time, issuing an account credit, or refunding the charge when appropriate. Temporary sync delay alone is not automatically grounds for a refund if the issue is corrected within a reasonable period.
14. Unauthorized or fraudulent transactions
If a user believes a payment was unauthorized, support should be contacted immediately. BasisTrail may suspend or restrict the affected account while investigating. If fraud is confirmed, BasisTrail may refund, reverse, or void the charge where appropriate, but may also permanently disable the account, deny future service, and share required information with payment providers, law enforcement, or fraud-prevention vendors.
15. Chargebacks and payment disputes
- Opening a chargeback instead of contacting support first may delay resolution.
- If a chargeback is filed, BasisTrail may contest it with account records, access logs, billing metadata, cancellation history, support history, and other evidence reasonably related to the transaction.
- Accounts associated with abusive, false, or repeated chargebacks may be suspended or terminated.
- Where permitted by law, BasisTrail may recover fees, losses, or unpaid balances caused by bad-faith disputes.
16. Credits instead of cash refunds
In some situations, BasisTrail may offer an account credit, service extension, or billing-period replacement instead of a cash refund. BasisTrail may decide, in its discretion, whether a credit, extension, or refund is the appropriate remedy, except where law requires a specific outcome.
17. Time limit for refund requests
Unless a longer period is required by law, refund requests should be submitted within 14 calendar days of the charge date for billing mistakes, duplicate charges, or activation failures. Waiting significantly longer may reduce the ability to verify facts or recover payment-processing losses.
18. Required information for a request
A refund or billing review request should include as much of the following as possible:
- account email address;
- date and amount charged;
- billing descriptor or transaction identifier;
- reason for the request;
- screenshots or documents supporting the claim;
- whether the request concerns duplication, fraud, failed activation, cancellation error, or another category.
19. Review timeline
BasisTrail aims to review straightforward refund or billing-error requests within a reasonable business timeframe. Complex fraud, multi-charge, tax, compliance, or cross-provider cases may take longer. No outcome is guaranteed until the review is complete.
20. Taxes, processor fees, and foreign-exchange effects
Where a refund is approved, the refunded amount may be limited to the amount actually collected and recoverable through the relevant payment stack, except where law requires otherwise. Foreign-exchange differences, bank fees, card issuer fees, intermediary charges, or timing-based currency fluctuations may reduce or alter the final amount received by the customer after the refund leaves BasisTrail or its payment provider.
21. Promotional pricing, coupons, and mistakes
BasisTrail reserves the right to cancel, refuse, or refund transactions that resulted from obvious pricing errors, coupon abuse, duplicate discount stacking, automation abuse, or commercial misuse. In those cases, access may be revoked and the transaction may be reversed or refunded instead of honored.
22. Abuse prevention
Refund rights may be limited or denied where BasisTrail reasonably believes a request is abusive, manipulative, fraudulent, repetitive without valid basis, or made for the purpose of temporary access without fair payment. This includes patterns of repeated purchase-and-dispute behavior, mass account creation, or attempts to exhaust AI or infrastructure resources before demanding a refund.
23. No waiver of legal rights
If any part of this policy conflicts with a mandatory consumer-protection law, the mandatory rule applies only to the extent required, and the rest of the policy remains in effect.
24. Policy changes
BasisTrail may update this Refund & Return Policy from time to time. The version in effect at the time of purchase generally governs that transaction unless law requires a different result. Material changes may be communicated through the website, account surface, or email where appropriate.
25. Contact for refund and billing issues
Refund or billing questions should be sent to support@basistrail.app. Legal or policy questions may be sent to hello@basistrail.app. Privacy-related requests should go to privacy@basistrail.app.