Refund & Cancellation Policy

1. Overview

Trolley Trekka offers subscription-based access to its AI-powered grocery tracking service. This policy describes how cancellations, refunds, and billing disputes are handled for all paid plans (Individual and Family).

All payments are processed in South African Rand (ZAR) via Paystack and are subject to Paystack's payment terms in addition to this policy.

2. Free Trial

New users on the Individual plan receive a 30-day free trial with no credit card required. You will not be charged until you explicitly subscribe to a paid plan. You may use the service freely during the trial period and cancel or downgrade to the Free tier at any time before subscribing.

3. Subscription Plans & Pricing

4. Cancellation

You may cancel your subscription at any time from Account Settings → Plan → Cancel Plan.

• Monthly plans: Cancellation takes effect at the end of your current billing month. You retain full access to paid features until that date.
• Annual plans: Cancellation takes effect at the end of your current annual billing period. You retain full access until that date.
• After cancellation your account reverts to the Free tier (5 receipts/month). Your data is not deleted; you can re-subscribe at any time.

5. Refunds

5.1 Monthly subscriptions

Monthly subscription fees are generally non-refundable once a billing period has started. If you cancel mid-month, your subscription remains active until the end of that billing period at no additional charge.

5.2 Annual subscriptions

If you cancel an annual plan within 14 days of the original purchase dateand have processed fewer than 10 AI-scanned receipts during that period, you are eligible for a full refund. Refund requests outside this window are evaluated on a case-by-case basis.

5.3 Service outages

If Trolley Trekka experiences extended downtime (more than 48 consecutive hours) due to issues on our end, affected subscribers may request a pro-rata credit for the affected days, applied to the next billing cycle.

5.4 Duplicate charges

If you believe you were charged in error or charged twice for the same period, contact us immediately. Confirmed duplicate charges will be refunded in full within 5–10 business days.

6. Dispute Resolution

If you are unhappy with the service or wish to raise a billing dispute, please follow these steps:

1. Contact us first: email support@trolley-trekka.co.za with your account email, the charge amount, and a description of the issue. We aim to respond within 2 business days.
2. Resolution period: we will investigate and respond with a resolution (refund, credit, or explanation) within 5 business days of receiving your query.
3. Chargeback / bank dispute: we ask that you contact us before initiating a chargeback with your bank, as most issues can be resolved directly and more quickly through us. Chargebacks that are raised without prior contact may result in account suspension while under review.

7. How to Request a Refund

To request a refund, email us at support@trolley-trekka.co.za with:

• Your account email address
• The date and amount of the charge
• The reason for your refund request

Approved refunds are processed back to your original payment method via Paystack within 5–10 business days, depending on your bank.

8. Changes to This Policy

We may update this policy from time to time. Material changes will be communicated via email to active subscribers at least 14 days before they take effect. Continued use of a paid subscription after the effective date constitutes acceptance of the updated policy.