Refund Policy

    Scope

    This Refund and Cancellation Policy applies to all Trylle subscription plans (Starter, Pro, Growth, and Enterprise), including both monthly and annual billing cycles. It forms part of the Terms of Use. All amounts are in Indian Rupees (INR). Enterprise customers with custom agreements may have separate refund terms specified in their Order Form, which take precedence over this Policy.

    Free Trial

    All Trylle subscription plans include a 7-day free trial from the date of account registration. During the trial: (a) no payment is required; (b) full access to the selected plan's features is available; (c) the trial ends automatically after 14 days — if payment details are not provided, access to paid features is suspended; and (d) no refund is applicable as no charges are levied. Trylle reserves the right to modify the free trial offer for new registrants at any time.

    Cancellation by the Brand

    3.1 How to Cancel

    You may cancel your subscription at any time by: (1) logging into your Trylle dashboard; (2) navigating to Account → Subscription → Cancel Plan; and (3) confirming cancellation. Alternatively, email hello@trylle.co.in from your registered account address — email cancellations are processed within 2 business days.

    3.2 Effect of Cancellation — Monthly Plans

    Cancellation takes effect at the end of the current billing month. You retain full access to all features until that date. No further charges are levied after cancellation is confirmed.

    3.3 Effect of Cancellation — Annual Plans

    Cancellation stops the subscription from renewing at the next annual renewal date. Access continues until the end of the annual period already paid. Refunds for unused months are subject to Section 6.

    Refund Eligibility

    4.1 7-Day Satisfaction Refund (Monthly Plans)

    If you cancel your monthly subscription within 7 calendar days of your first paid invoice (i.e., the first charge after the free trial ends), you are eligible for a full refund of that invoice amount, excluding GST (which cannot be reversed once remitted — see Section 10).
    This 7-day window applies only to the first payment on a new subscription. Renewals, plan upgrades, and re-subscriptions are not covered.

    4.2 Conditions for the 7-Day Refund

    • •The cancellation request is received within 7 calendar days of the first paid charge;
    • •This is the first paid subscription for the account (not a re-subscription).
    • •The account has not been suspended or terminated for Terms violations;
    • •The request is made by the registered account holder from the registered email address.

    Non-Refundable Scenarios

    • •Monthly renewals: Renewal charges are non-refundable regardless of whether the Platform was used during that period;
    • •Mid-period cancellations (after 7-day window): No refund is issued for the current billing period;
    • •Partial month usage: Trylle does not prorate charges for partial periods;
    • •Plan upgrades: Incremental charges for mid-period upgrades are non-refundable;
    • •Usage overages: Any charges for usage beyond plan limits are non-refundable;
    • •Accounts terminated for violations: Accounts suspended or terminated for breach of the Terms are not entitled to any refund;
    • •GST component: GST amounts are not refundable as they are remitted to the Indian government (see Section 10).

    Refunds on Annual Plans

    • •Within 7 days of the annual charge (first year only): Eligible for a full refund of the annual amount (excluding GST);
    • •After 7 days but within 3 months of the annual period: Eligible for a refund of 50% of the remaining unused months, calculated by deducting the equivalent monthly rate (at the list monthly price) for months used from the annual total;
    • •After 3 months into the annual period: No refund available for the remaining unused period.

    Illustrative example: Pro Annual Plan at ₹17,600/month × 12 = ₹2,11,200/year. Cancelled after 2 months.
    Months used: 2 × ₹22,000 (list monthly price) = ₹44,000. Amount paid: ₹2,11,200. Remaining: ₹1,67,200. Refund at 50%: ₹83,600 (excluding GST). Actual amounts confirmed in writing before processing.

    Service Disruption Credits

    Trylle aims to maintain 99.5% monthly uptime. For verified disruptions caused by Trylle (not by a Brand's own infrastructure or third-party platforms):

    2–6 hours: No automatic compensation. Brands may contact support to discuss remediation;

    6–24 hours (verified continuous outage): Trylle will apply a pro-rated credit equal to 1 day of the monthly subscription value;

    Exceeding 24 continuous hours: Trylle will apply a credit equal to 3 days of the monthly subscription value, or discuss further remedy on a case-by-case basis.

    Credits are applied to the next billing invoice — not paid out as cash. Credits must be claimed within 30 days of the disruption by emailing hello@trylle.co.in. Pre-announced scheduled maintenance does not qualify for credits.

    Plan Downgrades

    You may downgrade your plan at any time. The downgrade takes effect at the start of the next billing period. No refund or credit is issued for the difference in the current period. Downgrading reduces your monthly try-on limits, product allowances, and other features as described on the Pricing page.

    Refund Process and Timelines

    How to Request a Refund

    Email hello@trylle.co.in with the subject "Refund Request — [Your Account Email]", including: your registered account email; the invoice number(s); the reason for the request; and your bank or UPI details for refund processing.

    Processing Timeline

    Acknowledgement of requestWithin 2 business days of receipt
    Eligibility determinationWithin 5 business days
    Refund initiation (if approved)Within 7 business days of approval
    Credit to original payment method5–10 business days after initiation (dependent on Razorpay and bank processing)

    Refunds are processed to the original payment method. If that method is no longer active, Trylle will arrange an alternative transfer.

    GST on Refunds

    Trylle's GSTIN is 29BPYPN6472D1Z4. GST amounts charged are remitted to the Indian government. Accordingly: (a) refunds are processed for the base subscription amount excluding GST; (b) GST-registered Brands may be able to reverse the GST component through Input Tax Credit (ITC) — this is between the Brand and the tax authorities; (c) Trylle will issue a credit note for the refunded amount per GST Rules for ITC purposes; and (d) non-GST-registered Brands are not entitled to a refund of the GST component.

    Termination by Trylle

    • •Termination for cause (breach of Terms, fraud, prohibited use): No refund is payable for any subscription period;
    • •Termination without cause (e.g., discontinuation of service with notice): Trylle will refund a pro-rated amount for the unused portion of the current billing period, calculated daily from the effective termination date.