Refund Policy
Introduction
We want you to be completely satisfied with our service. However, due to the nature of digital goods and AI processing costs, we maintain a strict refund policy to prevent abuse. By making a purchase, you agree to these terms.
Eligibility for Refunds
Eligible for Refunds
- Time Limit: Refund requests must be made within 7 days of purchase
- Usage Limit: Strictly less than 50% of purchased credits must have been used. We maintain detailed usage logs to verify this.
- Processing Failures: Technical failures resulting in processing errors do not affect refund eligibility (failed processing does not consume credits)
- Technical Issues: Service unavailable due to our technical problems
- Duplicate Purchases: Accidental duplicate transactions
Not Eligible for Refunds
Friendly Fraud / Chargeback Abuse Policy: We vigorously contest all unjustified chargebacks. If you are unsatisfied, contact support first. Chargebacks filed without prior contact or for utilized services will result in a permanent ban and potential legal action.
- Requests made after the 7-day time limit
- More than 50% of credits have been used (regardless of satisfaction with the output)
- Account restrictions due to terms of service violations
- Previously refunded orders
- "Change of mind" after significant usage
Refund Process
1. Submit Refund Request
- Email our support team at contact@trellis2.cc
- Provide your order number (view in dashboard order history)
- Explain the reason for your refund request
2. Request Review
- We will review your request within 2-3 business days
- You'll receive an email notification once approved
- We'll contact you if additional information is needed
3. Refund Processing
- Once approved, refunds will be processed within 5-7 business days
- Refunds will be credited back to your original payment method
- Corresponding credits will be deducted from your account
Special Cases
One-time Credit Pack Refunds
- Strictly follows the eligibility criteria above
- Used credits are non-refundable
- Remaining credits will be cleared after refund processing
Contact Us
To request a refund or ask questions:
- Email Contact: contact@trellis2.cc
- Required Information: Order number, purchase date, refund reason
- Response Time: We'll respond within 1-2 business days
Policy Changes
We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. We recommend checking this page regularly for updates.
Last updated: January 2026