Refund Policy
Effective 1 November 2026
This policy explains when TapTruly (“we”, “us”) refunds payments for TapTruly, and how. TapTruly is an online service (software), so there is nothing to ship or return: refunds are about the plans and response top-ups you buy.
1. Refunds go back to how you paid
Every refund is paid back to the same payment method you used for the original payment (the same card, bank account or mobile wallet, through PayHere or Stripe). We don’t refund in cash, by bank transfer to a different account, or to a different card.
2. Start free, so you can try before you pay
Every new business gets free responses and no card is needed, so you can try TapTruly with real customers before paying anything.
3. When you can get a refund
- Your first payment for a plan: if TapTruly isn’t right for you, ask within 7 days of that first payment and we’ll refund it in full.
- Response top-ups: ask within 7 days of buying, and we’ll refund it in full if none of the top-up’s responses have been used.
- Mistakes on our side: if you were charged twice, charged the wrong amount, or charged after you cancelled, we’ll refund the extra amount in full, whenever you tell us.
- Service problems: if TapTruly was unavailable for a long time because of a fault on our side, tell us and we’ll refund or credit a fair part of that period.
4. When we don’t refund
- Renewals (the second and later payments of a plan) after the period has started. You can cancel at any time so the next renewal doesn’t happen.
- The unused part of a monthly or yearly period after you cancel. Your plan keeps working until the end of the period you paid for.
- Top-ups whose responses have been partly or fully used.
- Accounts suspended for breaking our Terms of Service (for example sending spam).
None of this takes away any refund rights you have under the law.
5. Cancelling
You can cancel a plan at any time in Settings → Billing. You won’t be charged again, and the plan stays active until the end of the period you paid for. Responses you’ve already received stay in your account.
6. How to ask for a refund
Email support@taptruly.com from the email address on your account, with your business name, the payment date and amount (or the order number from your receipt), and the reason. We reply within 2 working days.
7. How long it takes
Once we approve a refund we send it to your original payment method within 5 working days. Your bank or card provider may then take another 5 to 14 working days to show it on your statement, depending on their own processing times.
8. What happens to your account
When a plan payment is refunded, the plan ends and its responses are removed from your balance; your business moves to the free plan. When a top-up is refunded, its responses are removed. Your surveys, ratings and comments are not deleted.
9. Currency
Refunds are made in the currency you paid in: Sri Lankan rupees (LKR) or US dollars (USD). If your bank converted the payment, the amount you get back can differ slightly because of exchange rates or bank fees, which we don’t control.
10. Contact
TapTruly, Sri Lanka. Email: support@taptruly.com. Phone: +94 71 307 4888.