This Refund Policy describes the conditions under which FIBA LABS LLC provides refunds for the TrailAI application available through the Shopify App Store.
Summary: TrailAI offers a 7-day free trial on the Pro plan. You can cancel at any time before the trial ends to avoid being charged. Once a monthly billing cycle has started, fees are non-refundable — but you can cancel immediately to avoid future charges.
1. Free Trial
The Pro plan includes a 7-day free trial. During this trial:
- You have full access to all Pro features.
- No charges are applied to your Shopify account.
- You can cancel at any time during the trial with no charge.
- If you do not cancel before the trial ends, you will be automatically charged the monthly subscription fee of $9 USD and your subscription will continue monthly.
2. Billing
All charges for TrailAI are processed through the Shopify Billing API. Subscription fees appear on your Shopify invoice, not as a separate charge from FIBA LABS LLC. We do not process payments directly.
3. Cancellations
3.1 How to cancel
You can cancel your TrailAI subscription at any time in one of two ways:
- Inside the TrailAI app: Go to Plans → Downgrade to Free.
- From Shopify Admin: Go to Settings → Apps and sales channels, locate TrailAI, and uninstall.
3.2 When cancellation takes effect
Cancellation stops future billing immediately. You will continue to have access to the Pro plan features until the end of your current paid billing period. After that, your account will revert to the Free plan (today's data only).
4. Refund Eligibility
Because we offer a 7-day free trial that gives you a full opportunity to evaluate the Service before being charged, subscription fees are generally non-refundable once a billing cycle has started. This includes:
- Partial-month refunds for early cancellation.
- Refunds for unused portions of a billing period.
- Refunds due to lack of AI-referred traffic to your store.
- Refunds requested after the 7-day trial has ended.
4.1 Exceptional circumstances
We may grant refunds at our sole discretion in the following exceptional cases:
- Accidental billing: You were charged after cancelling during the free trial due to a technical issue on our side.
- Duplicate charges: You were charged more than once for the same billing period.
- Service unavailability: The Service was materially unavailable for a substantial portion of a billing cycle due to issues attributable to TrailAI (not Shopify outages or third-party issues).
To request a refund under these circumstances, email support@trailai.co within 14 days of the charge with your Shopify store domain and a description of the issue. We will respond within 5 business days.
5. Refund Processing
Approved refunds are processed through Shopify's billing system. Refunds typically appear on your Shopify invoice within 5–10 business days of approval. Processing times may vary depending on Shopify's internal systems.
6. Chargebacks
If you initiate a chargeback without first contacting us, we reserve the right to suspend access to the Service pending resolution. We encourage you to email support@trailai.co first — most issues can be resolved quickly without a chargeback.
7. Downgrades to Free Plan
You can downgrade from Pro to Free at any time. Downgrading:
- Stops future billing immediately.
- Preserves Pro access until the end of the paid period.
- Retains your historical data for 90 days in case you wish to upgrade again.
8. Reinstallation
If you uninstall and later reinstall TrailAI, any prior free trial on the same Shopify store cannot be reused. Reinstalling after trial expiration will start a new subscription at the selected plan's regular price.
9. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be communicated via email or in-app notification at least 30 days before the change takes effect.
10. Contact
For any refund-related questions, contact us:
FIBA LABS LLC
Email: support@trailai.co