Refund Policy
Last updated: September 2026
1. Who sells the subscription
TrailUP is operated by WEBSAP CONSULT OPERATIONAL S.R.L., Romania. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
In practice: Paddle charges your card, issues the receipt, adds any VAT or sales tax your country requires, and pays refunds back to you. This policy tells you what we ask Paddle to refund and when.
2. The free month
- Every new subscription starts with a free month. You enter payment details at signup; nothing is charged until the trial ends.
- Cancel any time before the trial ends and you are not charged at all.
- We email you before the trial converts to a paid plan.
3. Your first payment — 14-day money-back
If the first payment of a new subscription — monthly or yearly — does not work out for you, ask for a refund within 14 days of that charge and we refund it in full. No reason needed.
This goes further than the statutory 14-day right of withdrawal for EU, EEA and UK consumers, which normally ends once you start using a digital service. Under this policy you can use TrailUP during those 14 days and still get the first payment back.
4. Renewals and cancellation
- Subscriptions renew automatically — monthly or yearly, depending on your plan — until you cancel.
- You can cancel at any time from your account. Cancellation takes effect at the end of the period you have already paid for; you keep full access until then.
- We email you before a yearly plan renews so there is time to cancel.
- Renewals — 14-day refund. If a renewal charge was not what you wanted — for example a renewal you meant to cancel — ask for a refund within 14 days of that charge and we refund it in full. Your subscription ends when the refund is issued.
- After 14 days, renewal payments are not refundable.
5. How to request a refund
- Email contact@trailup.run from the address on your account, or use the support link in your Paddle receipt.
- Refunds go back to the original payment method. Paddle issues them promptly; your bank or card issuer usually shows the money within a few business days.
6. Promo codes and free months
Promotional periods — such as the three free months earned by sharing a race recording with the Race Estimator — have no cash value and cannot be refunded, exchanged or transferred. A refund of a paid period does not restore promotional time already used.
7. Purchases through an app store
If you subscribed through an app store rather than on trailup.run, that store took the payment and its refund rules apply. Ask the store for the refund; we cannot issue it on its behalf.
8. Fair use
We may decline a refund where there is evidence of abuse, such as repeated subscribe-and-refund cycles or fraud. Where consumer law gives you more than this policy does, the law applies.
9. Contact
Questions about billing or refunds: contact@trailup.run. See also our Terms of Service and Pricing.