Refund Policy
Effective date: 26 September 2026 Applies to: the Trueness service supplied by Trueness Corp (CNPJ 63.887.933/0001-62), Avenida Paulista, 1374 - Bela Vista, São Paulo - SP, 01310-100, Brazil
This policy is part of our Terms of Service and is restated on the pricing page. Where this page and the Terms of Service differ, the Terms of Service govern.
1. The promise, in one paragraph
Within 30 days of first payment, a full refund on request, no questions asked. After 30 days, annual terms are not refunded pro-rata. You may cancel at any time and your service continues to the end of the term you paid for.
That is the whole rule. The rest of this page says how it operates.
2. Why the guarantee exists
There is no sales call. There is no demo, no qualification step, and nobody to negotiate with before you pay. The refund is the qualification step. A buyer who cannot speak to anyone needs a stated, unconditional exit before putting a year of subscription on a card from a marketplace listing, and we would rather give that exit than argue for it.
3. The 30-day guarantee, in operation
| What is covered | Your first paid invoice for the Trueness service |
| The window | 30 calendar days from the date that first invoice is paid |
| How to ask | Email trueness.lab@gmail.com, or use the refund request form at https://trueness.io/app/billing/refund. One sentence is enough. You do not have to give a reason |
| What we will not do | Ask you why. Offer you a discount to stay. Ask for a call. Ask you to speak to anyone |
| When you get the money | We process the refund within 3 business days of the request. How long it then takes to appear on your statement is a matter for your card issuer, not for us |
| Refunded to | The original payment method. We cannot refund to a different card, a different account, or by transfer |
| Currency | The refund is issued in US dollars, the currency of the original charge. If your card issuer converted the charge, the amount you receive back may differ slightly from the amount you were charged, because the issuer applies its own rate on each conversion. That difference is between you and your issuer |
Which invoice is the "first paid invoice". Checkout at the end of your trial defaults to the monthly term, so for most customers the first paid invoice is the monthly price. If you chose the annual term, the first paid invoice is the annual charge and the guarantee covers all of it.
The trial is separate. The 14-day trial requires a card but takes no payment. If you cancel during the trial there is nothing to refund, and nothing is charged.
4. After 30 days
| Situation | What happens |
|---|---|
| You cancel an annual term mid-year | Your service continues to the end of the term you have paid for. The unused part is not refunded pro-rata |
| You cancel a monthly term | Your service continues to the end of the current month. The month is not refunded pro-rata |
| You move to a lower tier | The change takes effect at your next renewal. No credit and no refund is produced |
| You move to a higher tier, or from monthly to annual | The change takes effect immediately, and Stripe prorates the difference on your next invoice |
| Your subscription is upgraded a tier automatically because you exceeded your band | The same proration applies. You will have had seven days' written notice before it happens |
| You uninstall the HubSpot app | Uninstalling is not cancelling. Your subscription continues until you cancel it. We will email you to say so |
One exception, and it is ours: if we discontinue the service, any unused prepaid term is refunded pro-rata. That is set out in the wind-down clause of the Terms of Service and on our trust page.
5. Service credit for a bad month
If Trueness falls below a 95% API success rate in a calendar month, you may request a pro-rata credit for that month. The credit is applied against your next renewal. Email trueness.lab@gmail.com with the month in question.
We publish this because we hold ourselves to that figure internally and measure it; tying a credit to it makes the number commercially real rather than decorative. We do not publish an uptime SLA — see trust for the honest version of what one operator can commit to.
6. What we cannot refund
- Charges made by Stripe or HubSpot to you under your own separate agreements with them. We have no visibility of and no control over those.
- Amounts already refunded once.
- Any charge on an account that has been terminated by us for a material breach of the Terms of Service, except where a refund is required by law.
7. How a refund is actually executed
Every refund is executed by a person, by hand, in the Stripe dashboard. There is no automated refund path in the product and there never will be — no scheduled job, and no software agent, has the ability to move money out of this business. We consider that a feature of the design, and it is also why the commitment in section 3 is stated in business days rather than in seconds.
8. Payment methods
We bill in US dollars only, and we accept Visa and Mastercard. No other card brand can be accepted, and this is stated on the pricing page beside the checkout button rather than discovered at a decline. We do not accept purchase orders, bank transfer, or invoice-on-terms.
Trueness is sold to businesses outside Brazil. We do not sell to consumers, and Brazilian billing addresses are not accepted at checkout.
9. Contact
| Purpose | Contact |
|---|---|
| Refund request | trueness.lab@gmail.com or https://trueness.io/app/billing/refund |
| Anything else about billing | trueness.lab@gmail.com |
We answer in writing. We do not take calls — not for sales, not for support, and not for refunds. Our published first-response commitment is two business days on Core and one business day on Pro and Scale, where a business day is Monday to Friday excluding Brazilian national holidays, measured in UTC−3.