Refund Policy

TRIGMAZE bills active subscriptions in INR via Razorpay. This policy explains exactly how cancellations, billing errors, failed payments, and DM top-up purchases are handled — read this alongside the Terms of Service Billing section.

Billing cycles & renewal

Paid plans (Starter, Pro, Studio) renew automatically each billing cycle — monthly or annual, whichever you chose at checkout — until you cancel. Annual billing is charged once, up front, for the full year at the discounted annual rate; it doesn’t renew monthly during that year. Pricing and DM/account limits are shown clearly before you upgrade or change plans; nothing is charged without your explicit action at checkout.

Cancellation

Cancel any time from Settings → Billing. Cancelling stops future billing but doesn’t refund the current billing period — you keep paid-plan access through the end of the period you already paid for (monthly or the full annual term), then your workspace moves to the Free plan automatically, on the day that period ends. We don’t prorate or refund for cancelling early partway through a period, monthly or annual — this matches standard SaaS practice and keeps billing predictable rather than requiring a mid-cycle calculation every time.

Moving to the Free plan doesn’t delete anything: your automations, contacts, and message history all stay exactly as they were. What changes is capacity — DM volume and connected-account count drop to the Free tier’s limits, and sends stop once you hit them until you resubscribe or buy a top-up.

Downgrading or upgrading mid-cycle

Upgrading takes effect immediately — you get the new plan’s DM volume and account limit right away, and Razorpay handles the price difference as part of your next charge cycle. Downgrading (to a lower paid tier, not to Free) takes effect at the start of your next billing period, so you keep the higher tier’s capacity for the period you’ve already paid for.

DM top-ups

A DM top-up is a one-time purchase, not a subscription — it adds extra DM capacity to your account that carries over indefinitely, on top of whatever your plan already includes, and is only drawn from after your monthly plan quota is used up. Because a top-up is granted the moment payment is confirmed and doesn’t expire or get “used up” by a billing cycle boundary, we treat a top-up as refundable only under the same “billing error” and “technical failure” terms below — not for a change of mind after the credit has already been added to your account.

Refunds for billing errors

If you’re charged twice for the same period, charged after you cancelled, charged the wrong amount due to an error on our side, or a DM top-up payment succeeded but the credit never landed in your account, we refund or correct it in full — no argument, no partial credit. Email [email protected] with the payment reference from your Razorpay receipt and we’ll investigate and resolve it, usually within a few business days.

Refunds for a genuine technical failure

If you were charged for a plan and a product-side bug meant you genuinely couldn’t use what you paid for — not a feature working differently than you expected, but something demonstrably broken on our end — email us with what happened and we’ll make it right, which may mean a full or partial refund depending on how much of the billing period was affected.

What isn’t covered

We don’t refund for a change of mind after a billing period has started, for not using the product during a paid period, for Instagram/Meta suspending or restricting your connected account for reasons outside TRIGMAZE’s control, or for messages that Instagram’s own 24-hour messaging window or rate limits prevented from sending — those are platform rules, not a TRIGMAZE billing error.

Failed payments

If a renewal payment fails, we retry automatically over the following 7 days, and your paid features stay active the entire time — you get an email at each retry attempt so it’s never a silent surprise. You can update your payment method any time during that window from Settings → Billing to fix it immediately, without waiting for the next scheduled retry. If every retry fails, your workspace moves to the Free plan — no automations are deleted, but paid-tier limits and features stop applying until you resubscribe.

How refunds are processed

Approved refunds are issued back to your original Razorpay payment method (card, UPI, or netbanking). Razorpay’s own settlement timelines apply from there — typically a few business days for UPI/netbanking, and up to a full billing cycle for some card issuers to show the credit; this part is outside our direct control once Razorpay has processed it on our end. A GST-compliant credit note is issued alongside every refund.

How to request a refund

Email [email protected] with your account email and, if you have it, the payment reference from your Razorpay receipt (downloadable from Settings → Billing). Tell us plainly what happened — we reply within 2 business days, and most billing-error refunds are resolved in the same conversation.

Contact

Billing questions: [email protected]