Twellie — Refund and Cancellation Policy

Last Updated: April 19, 2026

This Policy describes when and how Twellie issues refunds. It supplements — but does not replace — Sections 6 and 7 of the Terms of Service. If there is a conflict, the Terms of Service control.

1. Seven-Day Money-Back Guarantee

If you are a first-time subscriber to a paid plan (Pro or Premium), you may request a full refund within seven (7) calendar days of your first paid charge by emailing billing@twellie.com from the email address on your account. Include:

• The charge date and amount;
• A brief explanation of why you're requesting a refund (optional — no justification required).

We will process eligible refunds within five to ten (5-10) business days. The refund is issued to the original payment method. Your account is downgraded to the Free plan immediately upon refund.

1.1 Not Eligible

The seven-day guarantee does NOT apply to:

• Subsequent billing periods (monthly or annual renewals);
• Users who have previously received a refund from Twellie;
• Users suspected of fraud, abuse, automation, chargebacks, or multi-account pattern;
• Accounts created solely to exploit the guarantee (e.g. deleting and re-creating accounts);
• Accounts that exceeded a meaningful usage threshold — generally, if you ran more than three (3) Reports inside the seven-day window, we may decline the refund under the "used the product extensively then asked for money back" standard.

1.2 What Does "First-Time Subscriber" Mean

The first time you — using the same payment method, email address, or name — pay Twellie for any Subscription. If your prior account was on a free trial that automatically converted, the first paid charge starts the seven-day clock.

2. Outside the Seven-Day Window

All Subscription fees are non-refundable outside the guarantee window, except where required by applicable law or where Twellie expressly agrees in writing. That includes, without limitation:

• Unused portions of a monthly or annual billing period;
• Periods during which you did not actually use the Service;
• Cancellations made after the renewal charge has processed;
• Features unavailable due to temporary outages within Twellie's commercial availability;
• Changes in user needs, life circumstances, or real-estate market conditions;
• A Report producing a result you disagree with (see the AI Output Disclaimer).

3. Cancellations

You can cancel your Subscription any time at https://twellie.com/dashboard → Plans & billing → Manage billing. Cancellation:

• Takes effect at the end of your current billing period. You retain paid access until then;
• Does not refund the current period's payment, except under the guarantee in Section 1;
• Does not delete your account. Your data is retained per the Privacy Policy unless you additionally request deletion.

3.1 Annual Plan Cancellation

Annual Subscribers may cancel any time, but you are not entitled to a pro-rated refund of the unused portion unless you qualify under the seven-day guarantee. You retain access to paid features for the remainder of the annual term.

3.2 Auto-Renewal (California Civil Code § 17602, Colorado SB22-055, etc.)

Your Subscription automatically renews until cancelled. By subscribing you consent to automatic recurring charges to the payment method on file.

• Monthly Subscriptions renew monthly on the anniversary date of your first paid charge.
• Annual Subscriptions renew annually on the same date.
• We send a renewal reminder for annual Subscriptions at least seven (7) days before renewal, and for monthly Subscriptions upon material price change.
• To avoid renewal, cancel at least twenty-four (24) hours before the renewal date.

4. Failed Payments and Dunning

If a renewal charge fails:

• Stripe will automatically retry the charge using its Smart Retries feature over a period of several days;
• We will email you when a charge fails and again before downgrading;
• If the charge is not successfully collected within fourteen (14) days, your plan is downgraded to Free until payment succeeds;
• Access to paid features is paused during the downgrade but your data and settings are retained;
• Once you resolve the payment method and a charge succeeds, the paid plan resumes at the next billing cycle.

5. Chargebacks

Filing a chargeback with your bank instead of first contacting us at billing@twellie.com is a material breach of the Terms of Service. Consequences include:

• Immediate account suspension pending investigation;
• Potential permanent bar from creating future accounts if the chargeback is found in our favor;
• Recovery of our chargeback-related fees.

If you have a billing concern, email us first. We resolve 95%+ of billing issues within one business day.

6. Refunds for Exceptional Circumstances

Beyond the seven-day guarantee, we may — at our sole discretion — offer partial or full refunds in circumstances such as:

• A demonstrable, significant inaccuracy in a Report caused by a reproducible Twellie error (please email accuracy@twellie.com);
• An extended service outage that materially prevents you from using the product;
• A duplicate charge or billing error caused by our systems;
• Unusual hardship where a strict application of this Policy would be inequitable.

Granting such a refund is entirely discretionary and does not create an obligation to grant refunds in similar circumstances going forward.

7. Refunds for Regulated Jurisdictions

Some jurisdictions have consumer-protection laws that grant additional refund rights beyond those described here (including certain EU and UK distance-selling rules giving a fourteen-day cooling-off period for online services, and U.S. state auto-renewal laws). Those legal rights prevail where applicable. If you are in such a jurisdiction and believe you have a statutory refund right, email billing@twellie.com.

8. How Refunds Are Processed

• Refunds are issued to the original payment method.
• Credit-card refunds typically post within 5-10 business days but can take longer depending on your card issuer.
• We do not issue cash, store credit, or wire-transfer refunds in lieu of refunds to the original method.
• International cardholders may be subject to exchange-rate variance between the original charge and the refund.

9. Taxes on Refunded Amounts

Sales tax, VAT, or other transaction taxes collected with the original charge are refunded proportionally.

10. Contact

Refund requests and billing questions: billing@twellie.com General support: help@twellie.com

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