1. Paddle purchases
Paddle.com Market Ltd or its applicable affiliate is the Merchant of Record for purchases made through Paddle and returns approved refunds to the original payment method.
- A new customer may request a refund of the unused portion of the first paid service-credit purchase within 14 calendar days.
- Credits consumed by a completed resource order are not refundable because the requested service has been delivered.
- After 14 days, unused credits may be refunded where required by law or where we approve a request following a material service failure.
- The refund is based on the original fiat amount paid for the eligible unused portion and is not recalculated using a later TRX, USDT or market price.
Paddle purchases prepaid Tronteo services. No cryptocurrency is sold, delivered or redeemable.
2. Resource orders
- If we cannot deliver a paid resource order, we restore the charge to your service balance or refund the original payment where appropriate.
- Once resource delegation is confirmed on-chain, the order is final and cannot be reversed or refunded.
- An order sent to an address you supplied incorrectly is not refundable.
- If an order is debited but delivery fails, we reconcile it automatically; contact support if its status does not update.
3. App Store and Google Play purchases
For an in-app purchase, request the refund through Apple App Store or Google Play. If the store revokes or refunds a purchase, we may remove the corresponding unused service credits. Credits already consumed by a delivered resource order remain subject to mandatory consumer rights.
4. On-chain payments
TRX and USDT sent directly to Tronteo are handled separately from Paddle purchases. An eligible return is sent to a verified compatible address or restored as service credits, less only an actual network fee where applicable.
Exchange payments, unsupported assets, amounts below a stated minimum and payments to an incorrect address may be impossible or uneconomic to recover. We review such cases individually without guaranteeing recovery.
5. Requesting a refund
- Email support@tronteo.com from the account address.
- Include the reason, payment date and amount, plus the Paddle transaction ID beginning txn_, app-store order reference or blockchain transaction hash.
- We aim to acknowledge the request in one business day and decide it in five business days.
Approved Paddle refunds go to the original payment method. Processing time depends on the bank or payment method. We never ask for a seed phrase or private key.
6. Consumer rights
This policy does not restrict mandatory cancellation, refund, chargeback or consumer rights. Paddle's Buyer Terms also apply to Paddle purchases: https://www.paddle.com/legal/buyer-terms.
Operator: OPSoft Inc, 30 N Gould St, Ste R, Sheridan, WY 82801, United States. Contact: support@tronteo.com, +1 302 499 33 02.