Refund and Returns Policy

Last updated: August, 2025
Applies to: all digital and consulting services provided online worldwide by track-check.

This Policy explains when and how you may request a refund or account credit for services related to network performance testing: Global Latency Testing, Traceroute & Path Analysis, Packet Loss & Jitter Monitoring, ISP & Backbone Comparison Reports, Real-Time Routing Alerts, and Custom Network Performance Audit.

1) In short (TL;DR)

  • Digital services and reports already delivered or made available for download/viewing are generally non-refundable.
  • If we fail to deliver a substantial part of the service or make a technical mistake on our side — we will fix it first; if fixing is not possible, we will issue a refund or credit.
  • Subscription services may qualify for pro-rata refunds for the unused portion of the term, if cancellation is due to a failure on our side.
  • Refund requests must be sent to info@tra-ck-check.top with details and evidence. Processing time — up to 10 business days.

2) Who our customers are

  • We serve both business clients (B2B) and individual users worldwide.
  • In some jurisdictions, additional consumer rights for digital services may apply. Where the law requires, we comply.

3) What counts as a “delivered service”

A service is considered delivered (fully or partially) when:

  • you received access to dashboards/reports/test results by e-mail or download link;
  • we performed measurements/monitoring and recorded metrics in logs/reports;
  • we provided a documented consultation (call, meeting, written recommendations);
  • for subscriptions — the billing period has started and the service was available (even if not used).

4) Service-specific refund conditions

4.1 Global Latency Testing

Refunds are possible if:

  • agreed regions/locations were not covered;
  • data was significantly incorrect due to our misconfiguration and we failed to fix it within 5 business days.

Not refundable if:

  • the report reflects the actual state of your network (slow results themselves are not grounds for refund).

4.2 Traceroute & Path Analysis

Refunds are possible if:

  • traceroutes did not match agreed destinations/scope and we failed to fix;
  • system errors occurred due to our fault.

4.3 Packet Loss & Jitter Monitoring

Refunds/credits are possible if:

  • SLA for monitoring availability was not met due to our fault, confirmed by logs;
  • provided metrics contained critical collection errors we could not correct.

4.4 ISP & Backbone Comparison Reports

Refunds are possible if:

  • the report mistakenly covered providers/routes not agreed in advance, and correction was impossible;
  • data was invalid due to our configuration error.

4.5 Real-Time Routing Alerts (subscription)

Credits/partial refunds if:

  • alerting system was down for more than X hours per month (SLA threshold defined per plan);
  • confirmed delays in alert delivery occurred due to our fault.

4.6 Custom Network Performance Audit

Refunds/partial refunds possible if:

  • the audit significantly failed to meet agreed scope and we did not fix within a reasonable timeframe;
  • expert consultation did not take place due to our fault and we could not reschedule.

5) Non-refundable items

  • Already delivered reports/dashboards/data
  • Consultations that took place
  • Third-party expenses (paid APIs, cloud agents, licenses) if agreed in advance
  • Discounts, promo codes, bonus credits
  • Requests made later than 30 days after the service delivery or end of billing period

6) Fix before refund

We always aim to correct the problem first:

  1. confirm the issue;
  2. perform re-measurements/corrections;
  3. issue an updated report.
    If correction is impossible or repeatedly unsuccessful — we will process a refund or credit, depending on your choice.

7) Subscriptions: cancellation and pro-rata refunds

  • Subscriptions can be canceled anytime. Access remains until the end of the paid term.
  • In case of major failures on our side, pro-rata refunds or credits may apply for the unused portion.
  • If a free trial was included, billing starts after the trial ends. Refunds for trial periods are not applicable.

8) Refund request process and timing

How to request:
Send an email to info@tra-ck-check.top with subject line Refund request, including:

  • invoice/order number;
  • service name and dates;
  • description of the issue and expected outcome (fix/refund/credit);
  • supporting evidence (screenshots, links to reports, logs).

Processing: up to 10 business days.
Payout: same payment method used (if possible). Actual posting time depends on your bank/payment system — usually 5–10 business days after approval. Banking/FX fees are borne by the customer.

9) Chargebacks

We encourage contacting support first — in most cases issues are solved faster and without extra fees. Unjustified chargebacks may result in account suspension until resolved.

10) Customer obligations

  • Provide accurate measurement targets, access/whitelisted IPs if required, and valid domains/addresses.
  • Avoid interfering with service delivery (firewalls, sudden changes without notice).
  • Review reports promptly and report inaccuracies in due time.

Failure to comply may limit refund rights.

11) Confidentiality and data security

We handle technical data from your infrastructure. Access credentials and artifacts are used solely for service delivery and stored in accordance with our security policies. Refunds do not affect our duty to protect your data.

12) Force majeure and external factors

Issues caused by third-party providers, global internet outages, natural disasters, or other events beyond our control are not eligible for refunds. However, we will always provide actual logs and support you with mitigation strategies.

13) Taxes and currency

Prices are quoted in the chosen currency (USD/EUR/CAD, etc.) excluding local taxes unless stated otherwise. Any applicable local taxes and fees are the responsibility of the customer.

14) Policy updates

We may update this Policy. The current version is always available on our website with a “Last updated” date. For active subscriptions, material changes will be communicated by e-mail.

15) Contact information

E-mail: info@tra-ck-check.top

Disclaimer

This document is written in clear, customer-friendly language and does not constitute legal advice. In some jurisdictions, mandatory consumer protection laws may apply and prevail over this Policy.