Refund Policy

This Refund Policy supplements and forms an inseparable part of the Trawl Terms of Service published at /terms. It describes the conditions under which a refund may be granted on Subscription fees and one-shot compute pack purchases. It is governed by French law and any dispute is submitted to the exclusive jurisdiction of the Tribunal de Commerce de Paris.

1. B2B Carve-out — No Consumer 14-Day Right of Withdrawal

Trawl Services are dedicated to professional activities (B2B). The user expressly acknowledges acting in a professional capacity for the purposes of subscribing. Consumer law, including the 14-day right of withdrawal under Articles L. 221-18 et seq. of the French Consumer Code (transposing Directive 2011/83/EU), is therefore not applicable to this Agreement. The user nonetheless expressly consents, by checking the subscription confirmation box, to immediate execution of the Services and waives any right of withdrawal that might otherwise apply, in accordance with Article L. 221-25 of the Consumer Code.

If, despite the foregoing, the User qualifies as a consumer under mandatory rules of their country of residence, any non-waivable right granted by such rules continues to apply.

2. Refunds for Trawl Service Failure

Trawl issues a pro-rata refund of the unused portion of the current paid period in the following circumstances. (a) Continuous unscheduled downtime of the core Service exceeding forty-eight (48) consecutive hours, excluding scheduled maintenance windows announced at least twenty-four (24) hours in advance. (b) Unilateral termination of the Service by Trawl without cause attributable to the User (for example, a decision by Trawl to discontinue the Service or to materially change its scope). (c) Material and continued failure by Trawl to deliver the Service as described in the Terms, after a written notice from the User and a reasonable cure period of at least fifteen (15) days. Refunds approved under this Section are issued within fourteen (14) days of approval, via the original Stripe payment method.

3. No Refund for Unused Compute, Packs, or User Cancellation

Compute quotas reset weekly on the same weekday and time as the initial subscription event. Any unused compute is forfeited at reset and is not subject to refund or roll-over. One-shot compute packs (Boost, Power, Bulk, Industrial) are non-refundable once purchased, except where Section 4 below applies to the very first paid invoice or where Section 2 applies. Cancellation of a Subscription by the User terminates the auto-renewal but does not retroactively refund the current paid period; access continues until the end of the period and the Subscription is not renewed thereafter.

4. Goodwill Refund Window

First-time customers may request a full refund of their first paid invoice within fourteen (14) calendar days of payment, no questions asked. This goodwill window is single-use per customer (lifetime) and applies only to the first paid invoice. Subsequent renewal payments are not eligible. Send the request to brisorgueilp@gmail.com from the registered account email with subject "Refund request: [account email]". Refund processing 5–10 business days after approval, via the original Stripe payment method.

5. Stripe Chargebacks

Trawl contests fraudulent or unsubstantiated Stripe chargebacks and reserves the right to provide Stripe with the audit logs, invoice evidence, and communication history necessary to resolve the dispute. Users with a bona fide concern are invited to contact brisorgueilp@gmail.com before initiating a chargeback. Initiation of a chargeback in bad faith may result in immediate suspension under Section 14 of the Terms at /terms.

6. How to Request a Refund

To request a refund under this Policy, send an email from the email address registered with your Trawl account to brisorgueilp@gmail.com with the subject line "Refund request: [account email]". In the body, indicate the reason for the request, the relevant invoice number(s), and any supporting evidence (timestamps, screenshots) where applicable. Trawl will acknowledge receipt within five (5) business days and will respond on the substance within ten (10) business days. Refund processing, where the request is approved, takes a further five (5) to ten (10) business days through Stripe and depends on the issuing bank's settlement timeline. Telephone requests are not processed; only written requests sent to the address above are valid.

Last updated: 2026-05-07 · Contact: brisorgueilp@gmail.com