Refund Policy

1. Our Commitment

TrakPitch is built on trust between Artists and Promoters. Our refund policy is designed to protect Artists while being fair to Promoters who deliver quality work. When you pay for a promotion campaign, your payment is processed by Paddle and held until the Promoter delivers proof of promotion.

2. The 7-Day Delivery Guarantee

This is our core protection for Artists. The 7-day clock starts when the Promoter receives the order. If the deadline passes without delivery, the system automatically initiates a refund through Paddle to your original payment method.

3. Partial Refunds

Refunds are processed on a per-Promoter basis. If your order includes multiple Promoters and some deliver while others don't, you are refunded only for the Promoters who failed to deliver.

4. When You Are Eligible for a Refund

• ✓Non-delivery (automatic): Promoter did not deliver proof of promotion within 7 days. Refund is processed automatically.
• ✓Order cancelled by Promoter: If a Promoter declines or cancels your order before delivering, you receive a full refund for that Promoter.
• ✓Duplicate charge: If you were charged twice for the same order, contact us for an immediate refund of the duplicate.
• ✓Technical error: If a Platform error prevented your track from being delivered to the Promoter, you are eligible for a refund.

5. When Refunds Are Not Available

• ✗Promoter delivered but declined to feature: Once a Promoter has reviewed your track and provided proof of promotion or feedback, the service is considered complete. You are paying for consideration and promotion effort, not guaranteed placement.
• ✗Dissatisfaction with results: If the promotion was delivered but you are unhappy with the outcome (e.g., fewer streams than expected), this is not grounds for a refund. You may leave a rating and report the issue to support.
• ✗Change of mind: Once a Promoter has accepted your order, you cannot cancel for a refund unless the Promoter agrees to cancel.

6. Bundle Discounts and Refunds

If you purchased a bundle and a partial refund reduces your order below the original bundle threshold, the bundle discount is still honored. We do not claw back the discount amount. You keep the discounted rate on the Promoters who did deliver.

7. Refund Processing

All refunds are processed through Paddle back to your original payment method. Automatic refunds are initiated immediately when the 7-day delivery window expires. Depending on your payment provider and bank, it may take 5–10 business days for the refund to appear on your statement. Manual refund requests (e.g., duplicate charges, technical errors) are reviewed within 2 business days.

8. Unsatisfied with a Delivered Promotion

If a Promoter delivered their promotion but you believe the quality was poor or the promotion was not as described, you have two options:

• Rate the Promoter: Leave an honest rating and review to help other Artists make informed decisions.
• Report to support: Contact support@trakpitch.com with your order ID and a description of the issue. We investigate reports of fraudulent promotion methods, fake engagement, or misrepresentation.

9. Disputes

If you believe you are entitled to a refund not covered above, contact us at support@trakpitch.com. We review disputes on a case-by-case basis and aim to resolve them within 5 business days. Repeated fraudulent refund requests may result in account suspension.

10. For Promoters

If a refund is issued for non-delivery, the corresponding payout is cancelled. Repeated non-deliveries will negatively affect your acceptance rate, influence score, and tier ranking, and may result in tier demotion or account suspension. Deliver on time to maintain your standing and earnings.

11. Contact

For refund questions or disputes, email us at support@trakpitch.com with your order ID and a description of the issue.