This policy explains how to cancel a Tryso subscription and when you are entitled to a refund. It applies to subscription fees, apps, themes and add-ons you buy from Tryso. It does not cover purchases made from a business's storefront — for those, see that business's own refund policy.
1. Cancelling
- The organization owner can cancel at any time from Billing, or by emailing [email protected] from the owner's email address.
- Cancellation stops the next renewal. The paid plan stays active until the end of the period already paid for, then the organization moves to the free plan (or closes, if you choose to close it).
- Cancelling a subscription does not delete your data. To delete it, close the organization as described in the Organization and Account Policy.
- We will confirm every cancellation by email.
2. When we refund
| Situation | Refund |
|---|---|
| First purchase of a paid plan, cancelled within 14 days of the first charge | Full refund of that charge (once per organization) |
| Yearly plan cancelled within 30 days of the first charge or a renewal | Full refund of that charge |
| Charged in error, duplicate charge or charged after a confirmed cancellation | Full refund of the incorrect amount |
| Service failure — we miss the availability target in the Service Availability and Support Policy | Service credit or refund as set out in that policy |
| We end the service or remove a material paid feature | Pro-rata refund of prepaid fees for the unused period |
| You reject a change to the Terms or price and cancel before it takes effect | Pro-rata refund of prepaid fees for the unused period |
| Suspension or termination for breach of the Terms or Acceptable Use Policy | No refund |
| Monthly plans after the first 14 days, partial months, unused features, downgrades, SMS or messaging credits already used | No refund |
Where local consumer law gives you stronger rights, those rights apply and are not limited by this table.
3. How to request a refund
Email [email protected] from the owner's email address with the organization name, invoice number and reason. We reply within 3 business days.
4. How refunds are paid
- Approved refunds are returned to the original payment card or account. We do not refund in cash or to a different card.
- We process approved refunds within 7 business days. Your bank or card issuer may take a further 5–14 business days to show the credit, depending on the bank.
- Refunds are made in the currency of the original charge. We are not responsible for exchange-rate differences or fees charged by your bank.
- If the original payment method is no longer available, we will refund by bank transfer to an account in the organization's name after verifying it.
5. Service credits
Where a service credit applies instead of a refund, it is added to your billing account and used against your next invoices. Credits have no cash value and expire if the organization closes.
6. Delivery of the service
Tryso is a digital service. Access is delivered immediately online once payment is confirmed (or when a trial starts); nothing is shipped. Tryso POS for Windows is delivered as a download from our website. If you cannot access a service you paid for, contact [email protected] and we will fix the problem or refund you.
7. Contact
Refund and cancellation questions: [email protected].