The numbers in this policy

What The number
Time a skill's maker has to fix, replace or refund a faulty skill 7 days from when you report it
Time to ask for a refund for a skill you bought by mistake 48 hours from when you paid
Uses allowed for a bought-by-mistake refund You've used the skill fewer than 2 times
How often you can get a bought-by-mistake refund Once every 90 days

Your rights under Australian Consumer Law

Digital products come with consumer guarantees under the Australian Consumer Law. If a skill has a major problem, you can choose a refund. If it's a minor problem, the maker can fix it within a reasonable time, or you can ask for a refund. Nothing in this policy takes away those rights, and they have no time limit set by us.

If a skill is faulty or not as described

A skill is faulty or not as described if, for example:

  • it doesn't do what its listing says;
  • it doesn't work in an AI app its maker says it was tested on.

Here's what happens:

  1. You report it from the purchase in your purchases (press Request a refund and choose what went wrong), or email support@trilly.io.
  2. We ask the skill's maker to fix it, replace it or refund you, within the time in the table above.
  3. If the maker doesn't sort it out in time, Trilly steps in and refunds you.

Bought it by mistake?

We don't give refunds just because you changed your mind, with one exception. If you bought a skill by mistake, you get an instant refund when:

  • you ask within the time in the table above, and
  • you've used the skill fewer times than the table allows, and
  • you haven't had a bought-by-mistake refund in the period the table shows.

Your rights under Australian Consumer Law still apply, whatever the reason.

How to ask

  1. Go to your purchases and open the purchase.
  2. Press Request a refund, choose what happened and send.
  3. A bought-by-mistake refund within the limits is done on the spot. A report that a skill is faulty or not as described goes to its maker, as explained above.

You can also email support@trilly.io or use our contact page.

Please ask us before you contact your bank. A refund from us is faster than a bank dispute, and a dispute pauses your access to the skill while it's looked into.

When you get a refund

  • The money goes back to the card you paid with. It usually shows within 5 to 10 working days.
  • The skill leaves your library, and your access to it ends.

If we remove a skill

If we remove a monthly skill for safety, we cancel your subscription straight away and refund the unused part of the period you paid for, without you asking. If we remove a skill you bought once because it broke our rules, we'll contact you about a refund. If a skill's maker retires it or leaves Trilly, you keep the version you have (it's no longer updated), and a monthly subscription to it is cancelled so you're not charged again.

Charged twice?

If you were charged twice for the same thing, email billing@trilly.io with your receipt number and we'll refund the extra charge.

Monthly skills

  • Cancel any time in billing settings. It takes one click and you don't need to contact us.
  • You keep access until the end of the period you've paid for, and you won't be charged again.
  • We email a receipt for every monthly charge, with a link to cancel.
  • There are no part refunds for a change of mind. If a monthly skill is faulty or not as described, the steps above apply.

What you'll see on your bank statement

Payments show as TRILLY or TRILLY* SKILL NAME (a short version of the skill's name). Monthly skills show as TRILLY. Every receipt we email repeats this, so you can match the charge. Questions about a charge: billing@trilly.io.

Free skills

There's nothing to refund, but please tell the maker if something's wrong, or report the skill.