Refund & Cancellation Policy

This Refund & Cancellation Policy (“Policy”) describes how we handle subscriptions, billing, and refund requests for Trenova (“Trenova”, “we”, “us”, or “our”). It applies alongside our Terms of Use and Privacy Policy.

Trenova offers a free tier that is always available. No payment is required to access basic trip planning features. You may use the free tier indefinitely without providing any payment details.

Paid subscriptions are billed on a recurring basis. You may cancel at any time using the Paddle customer billing tools (for example the manage subscription or portal link on your Paddle receipt or in emails from Paddle about your subscription), or by emailing contact@trenova.ai from your account address so we can coordinate with Paddle on your behalf. Cancellation takes effect at the end of the current billing period — you retain full access until then.

Web checkout today. Paid subscriptions purchased on trenova.ai are sold and charged by Paddle.com Market Limited acting as our Merchant of Record. Your Paddle receipt and the billing links Paddle sends you are the primary place to view charges, update payment details, cancel renewal, or start a refund request with Paddle.

Other channels. If we distribute paid access through a marketplace or partner checkout in the future — for example the Apple App Store or Google Play— that platform's billing and refund rules apply to those purchases (not Paddle), even if you use the same Trenova account.

We may change subscription prices from time to time. Any changes will be communicated in advance and will apply to the next billing cycle.

If you are in a jurisdiction that provides a statutory right of withdrawal (sometimes called a cooling-off right) for distance contracts — for example, certain consumers in the European Union or United Kingdom — you may have the right to cancel your purchase of a paid subscription within 14 days of entering into the contract, without giving reasons, subject to local law.

Where applicable law permits, that right may be affected when the Service is supplied with your agreement and you request immediate performance before the withdrawal period ends.

By subscribing to a paid plan and accessing paid features (which may be available to you immediately after checkout), you expressly request immediate performance of the Service and acknowledge that you may lose your right of withdrawal once performance has begun at your request, to the extent permitted by the laws that apply to you.

We are not obligated to provide refunds except as required by law, but may do so at our sole discretion in the following cases:

• Billing errors — for example, a duplicate charge or a charge made after you had already cancelled in line with this Policy.
• Service unavailability — a material, documented technical failure on our side that significantly prevented you from using core features of the Service during your paid period.

Refunds are generally not provided for:

• Change of mind
• Partial usage of a subscription period
• Failure to cancel before renewal

Refund requests may be denied in cases of excessive or abusive usage of the Service prior to the request.

To request a refund under these circumstances, email contact@trenova.ai within 14 days of the charge with a brief description of the issue. We aim to send a first substantive reply within 5 business days ( see Contact for how we handle all billing-related email).

Approved refunds will be issued to the original payment method and may take 5–10 business days to appear, depending on your payment provider.

You can cancel renewal of a paid subscription in either of these ways:

• In Paddle's customer billing experience — open the manage / subscription link from your Paddle receipt or from Paddle subscription emails (sender domains such as @paddle.com), and follow the steps to cancel renewal.
• By emailing contact@trenova.ai from the address on your Trenova account — we will confirm and work with Paddle where needed. We aim for a first substantive reply within 5 business days (see Contact).

Cancellation takes effect at the end of your current billing cycle.

To avoid being charged for the next billing cycle, cancel before the renewal date shown in Paddle (receipt or billing portal). If you are unsure of the date, include your account email when you write to us and we will help you locate it.

Changing your plan tier while you remain subscribed (for example between paid tiers) may be available from the Upgrade page when signed in; that updates your in-app plan selection. Stopping recurring charges for a paid plan is still done through Paddle (or email us as above), not from the account settings screen alone.

For billing, cancellation, refund questions under this Policy, or help locating Paddle renewal dates, email contact@trenova.ai. We aim to send a first substantive reply within 5 business days. Straightforward requests are often answered sooner when workload allows.