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Refund Policy

Overview

Effective Date: 1 January 2025

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TrueOdds is committed to customer satisfaction and fairness. This Refund & Dispute Policy outlines our procedures for handling refund requests and disputes in accordance with Stripe’s guidelines.

Refund Eligibility

Refunds may be granted under the following conditions:

- The customer was charged incorrectly due to a system or billing error.

- The purchased service was not delivered or was materially different from what was advertised.

- The customer experiences a technical issue that prevents them from using the service, and our support team is unable to resolve it within a reasonable timeframe.

 

Refunds will not be granted in cases of:

- Change of mind or dissatisfaction without clear evidence of a service issue.

- Use of the service before requesting a refund.

- Violations of our Terms of Service.

Refund Request Process

Customers may request a refund by contacting hello@trueodds.co.uk within 14 days of the transaction. The request must include:

  • Full name and email associated with the account.

  • Transaction ID or receipt.

  • Detailed explanation of the issue.

 

Our support team will review refund requests and respond within 14 business days. Approved refunds will be processed within 14 business days, and funds will be credited back to the original payment method per Stripe’s processing times.

Subscription Cancellation Policy  

Customers may cancel their TrueOdds subscription at any time through their account settings or by contacting hello@trueodds.co.uk. 

  • Cancellation Before Renewal: If a customer cancels before the next billing cycle, no further charges will be applied.

  • Refunds for Subscriptions: Refunds are only available if a cancellation request is made within 14 days of the initial subscription purchase or renewal. After this period, the subscription remains active until the end of the billing cycle, and no partial refunds are issued.

  • Trial Periods: If a subscription includes a free trial, customers must cancel before the trial ends to avoid being charged.

  • Failure to Cancel: If a customer does not cancel before their renewal date, they are responsible for the full charge of that billing cycle.

Dispute Resolution & Chargebacks

If a customer disputes a charge through their bank or payment provider (a **chargeback**), we will provide Stripe with all relevant transaction details, including proof of service delivery and customer communications.

 

To prevent chargebacks, customers are encouraged to contact our support team first. If a chargeback is initiated, the customer may lose access to their TrueOdds account while the dispute is under review.

Policy Updates

TrueOdds reserves the right to update this policy at any time. Any changes will be posted on our website and will take effect immediately upon posting.

 

For further assistance, please contact hello@trueodds.co.uk

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