Refund Policy
No free trial — instead, 30 days to decide. If TrangoHub is not right for your team, the first payment is refunded in full.
1.30-day money-back guarantee on new subscriptions
If TrangoHub is not right for you, ask for a refund within 30 days of your first payment and we refund it in full. No forms and no need to explain. This applies once per customer, to the first billing period of a new site, on monthly and yearly plans alike, whether you paid by card or by invoice.
2.Renewals
- Card subscriptions renew automatically. Cancel from your site (System → Billing → Stop renewing) before the renewal date and you will not be charged again; your site runs until the end of the period you paid for.
- If a renewal is charged that you did not intend, contact us within 7 days of the charge and we will refund it.
- Renewal refunds requested after 7 days are at our discretion and are normally pro-rated for the unused months of a yearly plan.
3.Plan changes
Moving up to a bigger plan is charged pro-rata for the rest of the current period. Moving down takes effect at the next renewal; we do not refund the difference for the current period.
4.What is not refundable
- A site terminated for breach of the Terms of Service.
- Fees for custom development, integrations, data migration beyond the standard import, or other services bought separately from Xelent; those are governed by their own quotes.
- Any amount after a chargeback has been raised with your bank. Please contact us first; a refund is faster than a dispute and does not put your site at risk.
5.How refunds are paid
Card payments are processed by Paddle.com as merchant of record, so refunds are issued by Paddle to the original card; they normally arrive within 5 to 10 working days depending on your bank, and taxes charged at checkout are refunded with the payment. Invoice payments are refunded by bank transfer to the account they came from within 10 working days.
A refunded site is suspended on the day of the refund and its data kept for 30 days in case you need an export.
6.How to ask
Email [email protected] from the administrator address of your site and include your site address and, for card payments, the Paddle order number from your receipt. We confirm within one working day. Card customers can also open a request directly with Paddle at paddle.net.