Refund Policy
Last updated: April 30, 2026
Effective date: April 30, 2026
1. Overview
This policy explains when and how Truvee issues real refunds versus when a payment converts to a Truvee credit on your account. The short version: real refunds are available within 24 hours of purchase if the invite has not yet been sent to the recipient. After that, charges convert to a Truvee credit, good for any future verification, with no expiration on the credit for 12 months. We aim to be fair: you should never pay for a verification that never happens.
By using Truvee, you agree to this Credit & Refund Policy.
2. Definitions
"Verification" means a single Truvee request sent from a sender to a recipient.
"Credit" means a unit of prepaid value held on a Truvee account and usable to send a future verification at the price paid ($6.99 per verification). Credits are non-transferable and have no cash value.
"Sealed" means a verification has been completed and the final PDF generated.
"Opened" means the recipient has clicked the verification link.
"Sent" means the invitation email has been delivered to the recipient by Truvee.
3. Real Refunds (to Original Payment Method)
Real refunds to the original payment method are issued only in the following situations:
A. Pre-Send Refund Window (24 Hours)
If you purchase a verification and request cancellation within 24 hours of purchase, AND the invitation has not yet been sent to the recipient, your payment is refunded to the original payment method within 5–10 business days. Contact sales@truvee.net to request a pre-send refund.
B. Truvee Service Failure
If a verification cannot be completed due to a technical failure on Truvee's side (not recipient abandonment, ID rejection, or recipient timeout), the sender may request a real refund to the original payment method within 30 days by writing to sales@truvee.net.
C. Duplicate or Erroneous Charges
If you are charged twice for the same verification or charged in error, contact us within 60 days and we will issue a real refund within 5–10 business days of confirmation.
4. Credit Conversion (After Invite Is Sent)
Once the invitation has been sent to the recipient, payment converts to a Truvee credit on your account in the following situations. No real refund is issued; the credit is held on your account for any future verification.
A. Sender Recall (Before Recipient Opens)
If you recall a verification after the invite has been sent but before the recipient opens the link, your $6.99 converts to a Truvee credit on your account, immediately, good for any future verification.
B. Verification Expires (7 Days, Unopened)
If the recipient does not open the verification link within 7 days, the verification automatically expires and your $6.99 converts to a Truvee credit on your account.
C. Stranded Verifications
If the recipient opens the link but does not complete verification within 7 days (for any reason, including abandonment, ID rejected by the verification provider, or recipient-side technical issue), the verification is automatically expired and your $6.99 converts to a Truvee credit on your account.
D. Credit Terms
Credits issued through conversion are non-transferable, have no cash value, and remain valid for 12 months from the date of issuance. Truvee will send a reminder email at least 14 days before any credit expires.
5. No Automatic Refund After Sealing
Once a verification is sealed (the recipient has completed biometric verification and the sealed PDF has been generated), credits are NOT automatically refundable. The Service has been delivered.
If you believe a sealed verification was completed in error or as a result of fraud, contact sales@truvee.net within 30 days of the seal date.
6. Cash Payments (Non-Credit Purchases)
A. Single Verifications Paid by Stripe Checkout
If you pay for a single verification at checkout (no credits used) and the verification is canceled, recalled, or expires before sealing, your payment will be refunded to the original payment method within 5–10 business days.
7. Duplicate or Erroneous Charges
If you are charged twice for the same verification, charged the wrong amount, or charged after canceling, contact sales@truvee.net within 60 days. We will investigate and refund any erroneous charges within 5–10 business days of confirmation.
8. Chargebacks
If you initiate a chargeback through your bank or card issuer for a legitimate Truvee charge, we may suspend your account until the dispute is resolved.
If you have a billing concern, contact sales@truvee.net first. We will work with you to resolve any issue without the need for a chargeback.
9. Refund Method
A. Credits
Refunded credits are returned to your account balance and are immediately available for new verifications.
B. Cash
Cash refunds are issued to the original payment method. Stripe processing typically takes 5–10 business days for the refund to appear, depending on your bank or card issuer.
10. Non-Refundable Situations
The following are NOT eligible for refund:
- Sealed verifications (verification was completed)
- Credits used (verification sent and recipient opened it, unless stranded per Section 4.C)
- Verifications recalled after the recipient has opened the link (case-by-case discretion)
- Charges for which a chargeback has been filed and is pending resolution
- Disputes more than 60 days after the charge
11. Exceptions and Discretionary Refunds
We may issue discretionary refunds outside of this Policy for hardship, customer satisfaction, or fairness reasons. Discretionary refunds do not establish a right to future refunds.
12. Consumer Protection Rights
This Policy does not limit any rights you have under applicable consumer protection laws. If you are entitled to a refund or remedy under your local law that exceeds what is described here, that law controls.
13. Disputes
If you disagree with a refund decision, contact sales@truvee.net within 30 days. We will review and respond within 10 business days.
For unresolved disputes, see the Arbitration provisions in our Terms of Service.
14. Contact
For refund requests or billing questions:
Truvee LLC
Attn: Billing
210 Executive Drive, Suite 300
Cranberry Township, PA 16066
sales@truvee.net
When emailing, include:
- Your account email
- The verification ID or order ID
- The reason for the refund request
- The amount and date of the charge