Refunds and cancellations

Last updated: 29 October 2026

Trovaso is billed through Stripe: a monthly or yearly subscription (Starter, Pro or Scale) that includes a number of credits each month, plus credit packs you can buy on top. Credits are spent per market searched; your first search, during onboarding, is free. This page says what happens to your money when you cancel, change your mind or get charged by mistake. Our terms say payments are not refundable except where the law requires or we decide otherwise. This page is where we decide otherwise, and it applies to every account.

1. Cancelling a subscription

• You can cancel at any time from the billing portal (in the app, under Billing). Your plan keeps working until the end of the period you already paid for, and is not renewed.
• We do not refund the rest of a month or year you cancel in: you keep the plan until it ends instead.
• The credits included in the plan end with it. Credits you bought as packs stay on your account and remain usable.
• To avoid the next charge, cancel before the renewal date the portal shows. If a renewal goes through after you asked to cancel, see section 4.

2. Changing your mind after the first charge

• If you ask within 14 days of the first charge of your first subscription, monthly or yearly, and you have not run a paid search — the credits that came with the plan are untouched — we refund that charge in full. The free onboarding search does not count against you.
• Once a paid search has run, the charge is final. You can still cancel so the next period is not billed.
• This applies once per customer, to the first subscription on an account.

3. Credit packs

• A pack is refunded in full if you ask within 14 days of buying it and none of its credits have been used.
• Once any credit from a pack has been used, the pack is not refundable, in whole or in part.
• Packs do not expire and stay usable if your subscription ends, so an unused pack is not lost when you cancel.
• When a search fails for a market, its credits go back to your balance automatically. That is not a refund and needs no request.

4. Charges made by mistake

If you were charged twice for the same thing, charged after you cancelled, or see a charge you did not make, tell us: once we have checked it in Stripe we refund it in full. If someone used your account without your permission, we will also help you secure it.

5. Changing plan

Moving between Starter, Pro and Scale happens in the billing portal, which shows the amount before you confirm. A plan change is not a cancellation, and the rules on this page do not apply to it. Discount codes apply to the charge they were used on; a refund returns what you actually paid.

6. Payments to creators

Trovaso pays nothing to creators and holds no money for anyone. Contracts and payment confirmations prepared in Trovaso are documents between you and the creator; you pay creators directly, outside Trovaso. So there is nothing we can refund if a collaboration goes wrong, a video is not posted or a creator does not deliver — that is between you and them, under what you agreed.

7. How to ask

Email team@trovaso.com from the email address of the account, with the date and amount of the charge and the reason. We answer within 5 business days. A refund goes back to the card or payment method you used, through Stripe, and usually shows up at your bank within 5 to 10 business days. Please write to us before opening a dispute with your bank: we are faster, and a dispute can pause the account while it runs.

8. Your legal rights

Trovaso is a tool for businesses. If the law where you live gives you rights to a refund beyond this page, those rights apply too; nothing here limits them.

9. Changes

We update this page when our billing changes. The date at the top says when.

Contact

Onda Dev · team@trovaso.com