Refund and Cancellation Policy

1. What you pay for

• Subscription plans (Core, Professional and Enterprise) give your firm access to FirmOS for one calendar month per payment. Current prices are shown on our Pricing page, and the exact amount is shown again before you pay.
• AI token packs are one-off prepaid purchases used for AI-assisted features. One token is used for each AI query.
• All prices are in LKR. Payments are processed securely by PayHere. We do not see or store your full card details.
• FirmOS is an online service. Nothing is shipped. Your plan or tokens are activated automatically as soon as PayHere confirms the payment, usually within a few minutes.

2. Free trial

Every new firm starts with a 14-day trial of the Core plan. You do not need to enter card details and you are not charged. To continue after the trial, buy a month from Settings → Subscription. If you do not, a 14-day grace period follows, after which new work is paused. Your records stay readable and can be exported.

3. No automatic renewal

• Each payment buys one month. We will not charge you again unless you start a new checkout yourself.
• If you pay early for the same plan, the new month is added after your current period ends.
• Plan changes take effect when your current prepaid month ends.

4. How to cancel

• The firm owner or a partner can choose Cancel at end of period in Settings → Subscription. You can also simply not buy another month.
• Your access continues until the end of the month you paid for. After that, a 14-day grace period applies, and then new work is paused. Authorised members can still read and export your records.
• Cancelling does not delete your data. To have data deleted, use the deletion request described in our Privacy Policy.
• Cancelling does not by itself create a refund. Refunds are covered in sections 5 and 6.

5. When we give a refund

We will refund you in full or in part in these cases:

• Duplicate payment. You were charged more than once for the same month or token pack. We refund the extra payment in full.
• Payment not activated. PayHere confirmed your payment, but your plan or tokens were not activated and we could not fix it within 3 working days of your report. You can choose a full refund or activation.
• Wrong amount. You were charged more than the amount shown at checkout. We refund the difference.
• Serious fault on our side. A problem caused by us stopped your firm from using FirmOS for a large part of a paid month and we could not fix it. We will offer a pro-rata refund or extra free access for the time lost.
• Where the law requires it.

If an AI query fails, the token is returned to your firm’s token balance automatically. You do not need to ask for this.

6. What we do not refund

• A change of mind after a month has started, other than the cases in section 5.
• The unused part of a month after you cancel, stop using FirmOS or change plan.
• AI tokens that have been used. Unused tokens stay on your firm’s balance and cannot be exchanged for cash, unless they were charged in error.
• Accounts suspended or closed because the Terms of Service were broken.
• Charges made by your own bank or card issuer, such as foreign transaction or conversion fees.

7. How to ask for a refund

Contact us within 14 days of the payment date by email at support@mytracksy.com or by phone on +94 70 373 6555. Please send the request from the email address registered to your firm account and include:

• your firm name and account email;
• the PayHere order or payment ID shown on your receipt;
• the payment date and amount; and
• the reason for the request.

We reply within 2 working days and tell you our decision within 7 working days of receiving all the details.

8. How refunds are paid

• Refunds go back to the card or account you paid with, through PayHere. We cannot send a refund to a different card, account or person.
• Refunds are made in LKR for the amount you paid. Once approved, most refunds reach you within 7 to 14 working days, depending on your bank.
• If a subscription month is refunded in full, paid access for that month ends when the refund is made. Your records are kept.
• We email you when a refund has been sent.

9. Payment disputes

If something looks wrong, please contact us before raising a dispute or chargeback with your bank. Most problems can be solved quickly. If a dispute is raised, we will share the payment and access records with PayHere and your bank so it can be resolved.

10. Payments made to accounting firms

Accounting firms can use FirmOS to send invoices and payment links to their own clients. Those payments go to the firm through the firm’s own payment account, not to us. Refunds for them are handled by that firm under its own policy. Please contact the firm directly.

11. Changes to this policy

We may update this policy from time to time. We will change the “Last updated” date above. Changes do not affect payments made before the update.

12. Contact us

SafeNet Creations (Pvt) Ltd — MyTracksy FirmOS
Address: 354 Stanley Road, Jaffna, Sri Lanka
Email: support@mytracksy.com
Phone: +94 70 373 6555
Hours: Monday to Friday, 08:30–17:30 (Asia/Colombo, UTC+5:30), excluding public holidays