Refund Policy
This Refund Policy explains the terms for refunds and cancellations for the MooseTraxx service operated by MooseTraxx, LLC ("MooseTraxx," "we," "us," or "our"). All purchases are processed by Paddle.com, which serves as our Merchant of Record and handles all payment processing, refunds, and billing support.
1. 14-Day Money-Back Guarantee
Every MooseTraxx purchase is covered by an unconditional 14-day money-back guarantee. If you are not satisfied for any reason, request a refund within 14 days of the charge and you will receive a full refund. No conditions, no usage requirements, no questions asked.
This guarantee applies to:
- New monthly subscriptions
- New annual subscriptions
- Monthly and annual renewal charges
- Add-on hour pack purchases
We reserve the right to refuse refunds in cases of demonstrable fraud or repeated abuse of this guarantee.
2. After the 14-Day Window
After 14 days from the date of a charge, that charge is non-refundable. You may cancel your subscription at any time, and you will retain full access to the Service through the end of your current paid billing period (monthly or annual). No partial or prorated refunds are issued for unused time remaining in a billing cycle.
Example: If your billing date is the 15th and you cancel on the 5th, you keep full access until the 15th, and no further charges are made.
3. Free Trial
The MooseTraxx trial is free and does not require a payment card. Nothing is charged during a trial, so there is nothing to refund. A paid subscription begins only when you choose to purchase one.
4. Add-On Hour Packs
Hour packs are one-time purchases covered by the 14-day money-back guarantee in Section 1. After 14 days, pack purchases are non-refundable. Pack hours expire one year from the date of purchase; unused pack hours are not refunded upon expiration or cancellation.
5. Grace Hours
Grace hours are provided free of charge as a courtesy to subscribers who exceed their included hours. They have no monetary value and are not refundable or redeemable.
6. How to Request a Refund
- Email hello@moosetraxx.com with the subject line "Refund Request," from the email address associated with your MooseTraxx account
- We will confirm your request and submit the refund to Paddle within 10 business days of receiving it
Since Paddle is our Merchant of Record, refunds are processed through Paddle's payment systems and returned to your original payment method. Once submitted, your payment provider typically posts the refund within 5 to 10 business days. You may also contact Paddle directly for payment-related inquiries through their support channels at paddle.com.
7. Cancellation
7.1 How to Cancel
You may cancel your subscription at any time through:
- Your account settings on moosetraxx.com
- Paddle's subscription management portal (linked from your purchase receipt)
- Emailing us at hello@moosetraxx.com
7.2 Effect of Cancellation
When you cancel a subscription:
- You retain full access to the Service through the end of your current paid billing period
- Your included hours remain available for the remainder of the billing cycle
- Unused add-on pack hours remain in your account until their expiration date (one year from purchase) and are available if you resubscribe before they expire
- No further charges will be made after your current period ends
7.3 Reactivation
If you cancel and later wish to resubscribe, you may do so at any time through moosetraxx.com. Your account information will be preserved.
8. Termination by MooseTraxx
If we terminate your account without cause, we will provide a prorated refund for any prepaid, unused subscription period. If we terminate your account for violation of our Terms of Service, no refund will be provided.
9. Price Changes
If we increase subscription pricing, the new price takes effect at the start of your next billing cycle following at least 30 days' notice. If you do not agree to a price change, you may cancel before the new pricing takes effect and retain access through the end of your current paid period at the original price.
10. United States Only
The Service is offered and available only to customers located in the United States.
11. Contact
If you have questions about this Refund Policy, please contact us at:
MooseTraxx, LLC
Email: hello@moosetraxx.com
Website: moosetraxx.com
For payment processing questions, contact Paddle at paddle.com.