1. 7-day money-back guarantee
If you are a first-time subscriber, you can request a full refund within 7 days of your first payment for any reason. We want you to be able to try the service and decide it fits before committing.
2. Hosted subscriptions after 7 days
After the 7-day window, payments for the current term are non-refundable, but you can cancel at any time to stop future renewals. When you cancel, your plan stays active until the end of the term you already paid for. We do not provide partial or pro-rated refunds for unused time in a term once the 7-day window has passed.
3. Renewals
Subscriptions renew automatically. Renewal charges are not automatically refundable, so please cancel before your renewal date if you do not wish to continue. If a renewal charges you unexpectedly, contact us within 7 days of that charge and we will review it in good faith.
4. Quarterly and annual plans
The 7-day money-back guarantee in Section 1 applies to quarterly (3-month) and annual (12-month) plans from the date of first purchase. After 7 days, the prepaid term is non-refundable, and cancellation stops the next renewal rather than refunding the current term.
5. Self-hosted licenses
Because a self-hosted license gives you the software to install on your own server, refunds work differently:
- If the license has not yet been delivered or activated, you may request a full refund within 7 days of purchase.
- Once the license and software have been delivered or activated, the purchase is non-refundable, as the product has already been provided.
6. When refunds are not available
We may decline a refund where there is evidence of abuse of this policy, a breach of our Terms of Service (for example, prohibited or fraudulent use), or a fraudulent chargeback. Fees charged by your bank or payment provider that are outside our control are not refundable by us.
7. How to request a refund
Email contact@trackmaster.my from the email address on your account and include your order or invoice details and the reason for the request. We aim to respond within a few business days. Approved refunds are issued through Stripe to your original payment method; the time for the funds to appear depends on your bank or card provider.
8. Contact
Questions about refunds? Reach us at contact@trackmaster.my, or write to CV Bangkit Maju Terus, Desa Tipar, Kec. Rawalo, Kab. Banyumas, Jawa Tengah 53173, Indonesia.