Refund & Cancellation Policy
Last updated: 8 September 2026. This policy applies to every payment made for MyTracksy plans and AI token packs. Payments are processed by PayHere (Sri Lanka) on behalf of SafeNet Creations, No. 354 Stanley Road, Jaffna 40000, Sri Lanka, which is the merchant of record. It forms part of the MyTracksy Terms of Use.
Cancelling a subscription
- You can cancel a monthly or annual plan at any time from the Subscription screen in the app, or by emailing info@mytracksy.com or messaging WhatsApp 070 373 6555 from your account contact.
- Cancellation stops future renewals. Your paid features stay active until the end of the period you have already paid for, then the account returns to the Free tier. Your records are kept and remain exportable.
- Free pilot periods and access codes end automatically on their stated date. No card is charged, so there is nothing to cancel or refund.
When we refund
| Situation | What you get |
|---|---|
| First payment for a monthly plan and you contact us within 7 days | Full refund of that payment and the plan is cancelled. |
| First payment for an annual plan and you contact us within 14 days | Full refund of that payment and the plan is cancelled. |
| A renewal charge you did not intend, reported within 7 days of the charge | Full refund of that renewal and the plan is cancelled. |
| Duplicate charge, charge after cancellation, or a payment that did not activate your plan | Full refund of the erroneous amount, or activation if you prefer. |
| We materially reduce a paid plan’s features during a period you have paid for | Pro-rata refund of the unused period on request. |
| After the periods above, or a partly used billing period | No refund of the remaining period, except where required by law. Cancellation still stops future renewals. |
| AI token packs | Non-refundable once the tokens are credited to your wallet, except where the credit failed or was duplicated. |
We may decline a refund where an account has breached the Terms of Use, where the same person has already received a first-payment refund, or where a refund request is made after a chargeback has been opened for the same payment.
How to request a refund
- Email info@mytracksy.com or WhatsApp 070 373 6555 from the contact details on your account.
- Include your account email, the date and amount of the payment, and the PayHere order or payment reference (shown in the app under Subscription → Invoices and in the PayHere email).
- We reply within 2 working days. Approved refunds are issued through PayHere to the original card or payment method within 7–10 business days; your bank may take a few more days to show it.
Chargebacks
Please contact us before asking your bank to reverse a payment. We resolve genuine billing problems quickly, and an unexplained chargeback may lead to suspension of the account until it is resolved.
Manual invoices and bank transfers
Where a plan was activated by invoice or bank transfer rather than online checkout, the same periods above apply and approved refunds are returned to the paying bank account.
Contact
SafeNet Creations · No. 354 Stanley Road, Jaffna 40000, Sri Lanka · info@mytracksy.com · WhatsApp 070 373 6555. This policy is governed by the laws of Sri Lanka.