Refund Policy

This policy explains when you get money back. It builds on the rights you have by law, and it never takes any of them away.

1. Right of withdrawal for consumers

If you are a consumer in the European Union, you can withdraw from a new order within 14 days of placing it, without giving a reason. A renewal of a service you already have is not a new order.

When you order, you ask us at checkout to start your service straight away, and you agree that you pay for the part you use if you withdraw. So if you withdraw, we refund the amount you paid minus the share of the period that has passed. We refund within 14 days of receiving your request, to the payment method you used.

To withdraw, send a ticket from your panel or email support@trivolut.com with your order number. You may use the model withdrawal form at the bottom of this page, but you do not have to.

Businesses do not have a right of withdrawal.

2. Wallet credit

• Within 14 days after you top up your wallet, you can have the unused part of that top-up refunded in full, to the payment method you used. This applies to consumers and businesses alike.
• After those 14 days, credit is not paid back in money, also not when you close your account. You can use it for any Trivolut service.
• If we close your account, or stop offering our services, for a reason other than a breach of our terms, we pay your unused credit back.
• Credit that expired after 24 months without activity can be put back in your wallet if you contact us within 12 months, as our Terms of Service describe.
• Partner commission is paid out as our Partner Terms describe.

3. Domain names

A domain name is registered with its registry when we carry out your order. At checkout you agree that we register it straight away, and that you lose your right of withdrawal once it is registered. A registration cannot be undone, so domain registrations and renewals are not refundable once they have been completed.

4. When something is wrong on our side

• If we charged you an incorrect amount, we refund the difference.
• If we cannot deliver what you ordered, we refund it in full.
• If a service does not work because of a fault on our side, and we cannot fix it within a reasonable time, you can stop the service, and we refund the part of the period in which you could not use it, and the part after you stopped.

5. Stopping a service early

You can stop a service at any time. Outside the 14-day withdrawal period, the service then runs until the end of the period you paid for; a period that has already started is not refunded. If you are a consumer and the service renewed automatically, you can end it with one month's notice instead, and we refund the part of the period after that month, as our Terms of Service describe.

6. Violations of our policies

If we terminate a service because of a serious breach of our Terms of Service or Acceptable Use Policy, we do not refund the rest of the period.

7. Chargebacks

If something is wrong with a payment, please contact us first: we can usually fix it faster than a bank can. If you start a chargeback, we may suspend the services involved until it is resolved.

8. How to request a refund

Send a ticket from your panel or email support@trivolut.com with your order or invoice number and what you would like refunded. Approved refunds are paid within 14 days, to the payment method you used, or to your wallet if you prefer. Credit in your wallet cannot later be paid back in money.

9. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Trivolut, Wagenpad 30, 8321 RL Urk, Netherlands, support@trivolut.com

I hereby give notice that I withdraw from my contract for the provision of the following service:

Ordered on: ... Order number: ...

Name: ...

Address: ...

Date: ...