Refund Policy

1. Overview

At TriAstra, we want you to be completely satisfied with our Service. This Refund Policy explains the circumstances under which refunds are available and how to request them.

Refunds are subject to the policies of the platform through which you made your purchase (Apple App Store, Google Play Store, or direct web purchase), as well as applicable consumer protection laws in your jurisdiction.

2. Subscription Refunds

2.1 7-Day Money-Back Guarantee

If you are not satisfied with TriAstra Premium within the first 7 days of your initial subscription, you may request a full refund.

• Applies only to first-time subscriptions (not renewals)
• Must be requested within 7 days of the original purchase date
• Full refund of the subscription fee
• Access to premium features will be revoked upon refund processing
• No questions asked

2.2 Subscription Renewals

Subscription renewals are generally not eligible for refunds. To avoid being charged for a renewal:

• Cancel your subscription at least 24 hours before the renewal date
• You can continue using premium features until the end of the current billing period
• Cancellation instructions are available in the app settings or your account portal
• No partial refunds for unused subscription time

2.3 Exceptions to Renewal Policy

We may consider refund requests for subscription renewals on a case-by-case basis in the following circumstances:

• Technical issues prevented you from canceling before renewal
• Unauthorized charges or billing errors
• Service outages that significantly impacted your ability to use premium features
• Medical emergencies or extenuating circumstances (documentation may be required)

3. One-Time In-App Purchases

3.1 Digital Content Purchases

One-time in-app purchases (IAP) for digital content include:

• Relationship compatibility analysis reports
• AI-generated detailed chart interpretations
• Unlock full chart access for specific profiles

3.2 Refund Eligibility

Refunds may be considered in the following situations:

• Content Not Delivered: You were charged but did not receive the purchased content
• Technical Errors: Content is corrupted, incomplete, or inaccessible due to technical issues
• Accidental Purchase: Unintended purchase within 48 hours and content not accessed
• Duplicate Purchase: You were charged multiple times for the same content

3.3 Non-Refundable After Access

Once you have accessed, downloaded, or viewed the purchased content, refunds are not available except as required by applicable consumer protection laws (see sections 6-8 below).

4. How to Request a Refund

4.1 App Store Purchases (iOS)

If you purchased through the Apple App Store, you must request refunds directly from Apple:

1. Visit reportaproblem.apple.com
2. Sign in with your Apple ID
3. Find the TriAstra purchase in your purchase history
4. Select "Request a Refund" and choose a reason
5. Submit your request

Apple's refund policies apply to App Store purchases. We cannot directly process refunds for these transactions. Apple typically responds within 48 hours. If your refund is denied by Apple but you believe you qualify under our 7-day money-back guarantee, contact us at admin@triastra.ai for assistance.

4.2 Google Play Purchases (Android)

If you purchased through Google Play Store, you can request a refund through:

1. Visit Google Play Order History
2. Find the TriAstra purchase
3. Select "Request a refund" or "Report a problem"
4. Follow the on-screen instructions

Google Play allows refunds within 48 hours of purchase for most items. After 48 hours, you can contact us directly for assistance under our 7-day money-back guarantee.

4.3 Direct Web Purchases

If you purchased directly through our website (via credit card or PayPal processed by Stripe), contact us at:

Please include the following information:

• Your account email address
• Order number or transaction ID
• Purchase date
• Reason for refund request
• Your country of residence (for consumer protection law compliance)

5. Refund Processing Time

Once your refund request is submitted:

• Response Time: We will review your request within 3-5 business days
• Processing Time: Approved refunds are processed within 5-10 business days
• Credit Time: Your financial institution may take an additional 3-7 business days to post the credit to your account
• Notification: You will receive an email confirmation when your refund is processed

App Store/Google Play Refunds: Processing times are determined by Apple and Google, typically 48 hours to 7 days.

6. EU Consumer Rights (14-Day Cooling-Off Period)

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of purchase without giving a reason, in accordance with EU Consumer Rights Directive (2011/83/EU).

6.1 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, email us at admin@triastra.ai with the subject line "EU Withdrawal Request" within 14 days of purchase.

6.2 Digital Content Exception

Subscriptions can be cancelled within 14 days if you have not used premium features. If you have used premium features, you may be charged a proportional amount for the service provided before cancellation.

6.3 Refund Timeline (EU)

We will refund all payments received from you within 14 days of receiving your withdrawal notice, using the same payment method you used for the original transaction.

7. Japan Consumer Rights (Specified Commercial Transactions Act)

If you are located in Japan, you have rights under the Act on Specified Commercial Transactions (特定商取引法).

7.1 Cooling-Off Period

For certain transactions, Japanese consumers have an 8-day cooling-off period. To exercise this right:

• Email us at admin@triastra.ai with subject "Japan Cooling-Off Request"
• Request must be made within 8 days of purchase
• Digital content that has been accessed may not be eligible

7.2 Defective Content

If digital content is defective, incomplete, or does not match the description provided at purchase, you may request a refund or replacement within a reasonable period (typically 30 days).

7.3 Display of Prices (Japan)

All prices displayed to Japanese users include consumption tax (消費税). Refunds will be issued for the full amount paid, including tax.

8. Korea Consumer Rights (Electronic Commerce Act)

If you are located in South Korea, you have rights under the Act on Consumer Protection in Electronic Commerce (전자상거래 등에서의 소비자보호에 관한 법률).

8.1 Withdrawal Period

Korean consumers have a 7-day withdrawal period from the date of purchase or delivery. To exercise this right:

• Email us at admin@triastra.ai with subject "Korea Withdrawal Request"
• Request must be made within 7 days of purchase
• Digital content that has been accessed or used is not eligible for withdrawal

8.2 Exceptions to Withdrawal Right

The following circumstances may prevent withdrawal under Korean law:

• Digital content has been accessed, downloaded, or used
• Consumable AI consultation credits have been used
• Content was clearly marked as non-refundable at time of purchase, and you provided explicit consent

8.3 Defective or Misrepresented Content

If content is defective, materially different from its description, or the Service fails to perform as advertised, you may request a refund within 3 months of purchase or 30 days of discovering the issue, whichever is earlier.

8.4 Refund Timeline (Korea)

We will process refunds within 3 business days of receiving your withdrawal request, as required by Korean law.

9. Exceptions and Special Circumstances

9.1 Promotional Discounts and Offers

Subscriptions or content purchased at promotional or discounted rates are subject to the same refund policy. Refunds will be for the amount actually paid, not the regular price.

9.2 Account Violations

Accounts suspended or terminated for violations of our Terms of Service (including fraud, abuse, or unauthorized use) are not eligible for refunds.

9.3 Service Changes or Discontinuation

If we make significant changes to our Service that materially reduce functionality, or if we discontinue the Service, we will offer prorated refunds or credits to affected users for the unused portion of their subscription.

9.4 Technical Issues

If technical issues prevent you from accessing purchased content or using premium features for an extended period (more than 48 hours), contact us for a refund or credit. We will investigate and resolve the issue on a case-by-case basis.

9.5 Unauthorized Charges

If you notice unauthorized charges on your account, contact us immediately at admin@triastra.ai with the subject line "Unauthorized Charge." We will investigate and issue a refund if unauthorized activity is confirmed.

10. Contact Us

If you have questions about our Refund Policy or need assistance with a refund request, please contact us: