Refund Policy

Overview

We want you to be confident using Traceo for UI inspection, recordings, and visual bug reports. This policy explains how refunds work for paid Traceo services purchased on traceo.dev (for example Traceo Pro subscriptions processed by our payment partner, Paddle). The Traceo browser extension itself is available at no charge from the Chrome Web Store.

If something went wrong with billing or you believe you are owed a refund, contact us , we will review requests fairly and respond as quickly as we can.

What is covered

• Traceo Pro (monthly or annual) and any other paid plans or add-ons we sell directly through traceo.dev checkout.
• Charges where Traceo appears as the merchant of record via Paddle , you should see Paddle on your receipt or statement.

The core extension download from the Chrome Web Store is separate from Traceo Pro; see Chrome Web Store purchases below if your question relates only to Google’s store.

Eligibility for a refund

We typically honor refund requests when:

• You were charged incorrectly or twice for the same period.
• You cancel within 14 days of your first paid subscription charge and have not abused the product (for example credential sharing solely to bypass limits).
• A serious technical issue on our side prevented you from meaningfully using Pro features you paid for.

Trials and free tiers do not create a payment obligation until you subscribe; there is nothing to refund unless a charge occurred in error.

Mandatory consumer laws in your country may give you additional rights; nothing here limits those rights where they apply.

Subscriptions, renewals & cancellations

Turning off auto-renew stops future billing; it does not automatically refund charges that already went through for the current term. If you intended to cancel before a renewal went out, reach out promptly with your account email and we will see what we can do.

You can manage payment methods and subscription status from your Traceo billing area, including opening Paddle’s customer portal when available. See our Support page if you need help finding those options.

How to request a refund

Email us with:

• The email on your Traceo account
• Approximate charge date and amount
• A short explanation of what went wrong

Email: cs@traceo.dev

Refunds approved by us are usually processed through the same payment pathway (for example card reversal via Paddle). Timing can depend on banks and payment networks , typically a few business days after approval.

When we may decline

We may not grant a refund if, for example:

• The subscription has been active for a long period and the service was available as described.
• There is evidence of abuse, chargeback fraud, or repeated refund-only use after heavy usage.
• A request falls outside the scope of what Paddle or our processor allows after a chargeback.

We still aim to resolve disputes constructively; if you disagree with an outcome, you can escalate with Paddle or your card issuer under their rules.

Chrome Web Store purchases

If you ever pay Google directly for something labeled as a Chrome Web Store purchase, Google’s refund and support policies apply to that transaction. Traceo Pro billing on traceo.dev is not the same flow as a simple extension install from the store.

Changes to this policy

We may update this Refund Policy as our product or payment setup changes. When we do, we will adjust the “Last updated” date above. Material changes may be announced on the site or in product surfaces where reasonable.

Related

Our Terms of Service and Privacy Policy provide more context on use of Traceo and how we handle data.