Refund and Cancellation Policy

Last Updated: July 2026
Company: TRINEXA INFOTECH PRIVATE LIMITED

1. Overview

This Refund & Cancellation Policy applies to all purchases of In-App Credits (“Credits”) and other digital services offered by TRINEXA INFOTECH PRIVATE LIMITED through its Creator Interaction & Communication Platform and website.

Please read this policy carefully before making any purchase. By completing a transaction on our Platform, you agree to the terms stated herein.

2. Nature of Purchase

Credits purchased on the Trinexa Platform are digital service tokens used exclusively within the App to access audio/video communication features. Since Credits are non-physical, instantly delivered digital goods, the following policy applies.

3. No Refund Policy — General Rule

All purchases of In-App Credits are final and non-refundable under normal circumstances because:

  • Credits are digital services instantly delivered to your in-app account upon successful payment.
  • Credits are non-monetary and have no cash equivalent.
  • The nature of digital Credits does not permit physical return or reversal of delivery.

4. Eligible Refund Cases

Refunds may be considered only in the following exceptional situations:

  • Duplicate Payment — If a user is charged twice for the same transaction due to a technical error.
  • Payment Deducted but Credits Not Received — If payment was successfully debited from the user’s account but Credits were not credited within 24 hours.
  • Unauthorized Transaction — If a transaction was made without the account holder’s knowledge or consent (subject to verification).

In all eligible cases, users must raise a refund request within 7 days of the transaction date.

5. Refund Process

To request a refund, contact us at:

Email: support@trinexa.net
Subject Line: Refund Request — [Your Registered Mobile Number] — [Transaction Date]

Please include:

  • Your registered mobile number or email address.
  • Transaction ID or Order ID.
  • Screenshot of the payment confirmation.
  • Description of the issue.

Our team will review the request within 5–7 business days. Approved refunds will be processed to the original payment method within 7–10 business days, subject to bank processing times.

6. Cancellation Policy

Since Credits are instantly delivered upon payment:

  • Cancellation of a Credits purchase is not possible once payment is confirmed and Credits have been credited to the account.
  • Users may choose not to use the Credits, but no cancellation refund will be issued for unused Credits under normal circumstances.
  • For B2B or consulting services offered by Trinexa (software development, coaching, etc.), cancellation requests must be made in writing before project commencement. Post-commencement cancellations may be subject to partial charges based on work completed.

7. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Credits have been partially or fully consumed or used within the Platform.
  • A refund request is raised after 7 days of the transaction.
  • The account was suspended or terminated due to violation of the Terms & Conditions.
  • The user changed their mind after purchase.
  • Issues arising from the user’s own device, internet connectivity, or third-party applications.

8. Chargebacks

If a user initiates an unauthorized chargeback through their bank or payment provider without first contacting Trinexa, we reserve the right to suspend the user’s account pending investigation. Trinexa will cooperate fully with payment gateway dispute resolution processes and provide all necessary transaction documentation.

9. Changes to This Policy

Trinexa reserves the right to update this Refund & Cancellation Policy at any time. Users will be notified of significant changes via the Platform or registered email. Continued use of the Platform after any changes constitutes acceptance of the revised policy.

10. Contact Us

Support Email: support@trinexa.net
Compliance Email: compliance@trinexa.net
Phone: +91-9685365354 
Office: 213-214, 2nd Floor, Welldone Tech Park, Sohna Road, Sector-48, Gurugram, Haryana – 122018