Refund & Cancellation Policy

1. How to Cancel (Click-to-Cancel)

You can cancel at any time from your account: Settings → Billing → Cancel subscription. Cancellation is immediate — no phone call, support ticket, or retention flow is required. We will send a confirmation email.

Cancellation takes effect at the end of the current billing cycle. You retain access until that date.

2. Subscription Refunds

• Monthly subscriptions: non-refundable for the current month after the renewal date. Cancelling stops future renewals.
• Annual subscriptions: refundable on a pro-rata basis within 30 days of the most recent renewal or initial purchase. After 30 days, no refund of the annual fee, but you can still cancel to stop the next renewal.
• Tier downgrades: the new tier price applies from the next billing cycle; no mid-cycle refunds for downgrades.
• Tier upgrades: charged on a pro-rated basis for the remainder of the current billing cycle.
• Termination by us for AUP violation or non-payment: no refund.
• Termination by us for convenience: pro-rata refund of prepaid unused fees.
• Statutory consumer rights: nothing in this policy affects rights that cannot be waived under applicable consumer protection law.

3. Renewal Reminder

For annual subscriptions, we send a reminder email 7–14 days before renewal with the renewal date, renewal amount, and a one-click cancellation link. We retain reminder emails as proof of notification.

4. Hardware Returns

New, unused Gateway Hardware in original packaging may be returned within 30 days of delivery for a refund, minus a 10% restocking fee and outbound shipping. Defects within the 12-month warranty are handled via the RMA process in the Hardware Terms & Limited Warranty.

5. Setup & Onboarding Fees

One-time setup or onboarding fees are non-refundable once we have begun work, unless we are unable to deliver the service for reasons within our control.

6. Chargebacks

We work in good faith to resolve billing disputes before they become chargebacks. Please contact support@truebluehorizon.com first. Chargebacks for charges you actually owe may result in account suspension or termination.

7. How Refunds Are Issued

Refunds are returned to the original payment method, normally within 5–10 business days. Foreign-exchange differences between the charge and refund are not reimbursable.

8. Questions

Billing questions: billing@truebluehorizon.com.