Refund policy

We want every customer to be confident in their purchase. This policy explains how trials, refunds, and cancellations work — in plain language, with no fine-print traps.

0. How you bought it determines how refunds work

• Bought on our website (Stripe): the 14-day money-back policy below applies. Email hello@tilorah.co.
• Bought inside the app (Apple App Store / Google Play): refunds and cancellations for subscriptions are handled by Apple or Google under their own policies. The same provider routing applies to earlier consumable AI top-up purchases. We are not able to issue refunds for in-app purchases. Request a refund from Apple (reportaproblem.apple.com) or Google Play (play.google.com/store/account), and manage or cancel the subscription in your device's store account.

The sections below describe our refund policy for website (Stripe) purchases.

Prior iOS AI credit purchases: AI top-up packs are not offered on iOS. New AI top-up packs and referral credits are not offered on the website, iOS, or Android. Credits from earlier top-up purchases remain usable after the daily limit while Standard or Grand is active. Historical referral credits remain subject to the existing use terms and have no cash value. Apple decides refund requests for prior App Store purchases; Tilorah Core LLC cannot issue those refunds directly. Google decides refund requests for prior Google Play purchases.

1. Free trial — 14 days, no charge

Every new account starts with a 14-day app-granted free trial. No payment method is required and you will not be charged during the trial. The trial does not convert to a paid plan automatically. During days 1–14, the account has Grand trial access and shows Grand trial · N days left in the active locale; it is never Entry. At the exact 14-day boundary calculated from account creation, unsubscribed users become Entry and retain a free manual journal — entering, viewing, and editing trades, Backup/Export, and account/session access — while screenshot OCR, broker/report auto-import, AI, and automated or advanced tools pause until Standard or Grand is chosen. Sign-in remains required on web/PWA, Android, and iOS. You are only ever charged once you actively start a subscription.

2. Refund window — 14 days from the first charge

If you are charged and decide intent: trade is not for you, email hello@tilorah.co within 14 days of the charge with the subject line "Refund request" and your Stripe payment reference (found in your receipt email). We will issue a full refund of the most recent charge — no questions, no friction.

3. What is refundable

• The most recent monthly subscription charge, if requested within 14 days.
• An unused website top-up pack purchased before sales ended, if requested within 14 days and before any of its credits are consumed.

4. What is not refundable

• AI usage already consumed during the billing period (chart analyses, AI Insights, or top-up credits — these incur direct third-party costs we cannot recover).
• Subscription periods more than 14 days past the charge date.
• Any earlier top-up pack after one or more credits have been consumed, promotional codes, redeemed gift codes, or historical referral credits.
• Subscriptions that were already cancelled and refunded once for the same billing period.

5. Earlier top-up and referral credits

New top-up packs and referral credits are no longer offered. Top-up packs purchased earlier are one-time, consumable AI-analysis credits. They do not auto-renew, have no cash value, and can be used only while your Standard or Grand subscription is active. An earlier website top-up pack may be refunded within 14 days of purchase only when none of its credits have been consumed. Once any credit is used, the entire pack becomes non-refundable. Earlier store top-up purchases follow the applicable Apple or Google policy. Historical referral credits have no cash value and are not refundable.

6. How to request a refund

1. Email hello@tilorah.co
2. Subject line: "Refund request"
3. Include your Stripe payment reference — found in your original receipt email.
4. (Optional) Tell us briefly what didn't work, so we can fix it.

We typically respond within 1 business day and process approved refunds within 5–10 business days. The funds return to the original payment method via Stripe.

7. Chargebacks vs refunds — please email first

If you file a chargeback or payment dispute with your bank or card network instead of emailing us, we are charged a dispute fee (typically USD $15–$25) and your account access is suspended pending the dispute outcome. We would much rather refund you directly. Almost every refund request we receive is honored within 24 hours — please give us the chance.

8. Cancellation (separate from refund)

For a website (Stripe) subscription, you can cancel at any time from Settings → Subscription or by emailing hello@tilorah.co. For an App Store or Google Play subscription, cancel in the applicable store account. Cancellation stops future renewals; you keep subscription access until the end of the current billing period. Cancelling does not by itself trigger a refund. See Section 6 to request one. Cancelling a subscription does not automatically refund unused credits from an earlier top-up purchase.

9. Questions

hello@tilorah.co