Legal

Refund and Cancellation Policy

How cancellation works for GrixTrack and our agency services, why payments are non-refundable, and how to report a billing error.

Last updated: 1 November 2026

Grixy, the Grixhub robot mascot, holding a paper receipt

This policy explains how cancellation and refunds work for GrixTrack and for the agency services of Grixhub, the operator of grixhub.com and GrixTrack, based in Bangkok, Thailand. It is part of our Terms of Service. If anything here is unclear, the Terms of Service apply.

01

Key points

In short

Payments are final. Cancelling stops the next renewal, and billing mistakes are always fixed.

  • All payments are final and non-refundable, except for billing errors and the few cases the law requires (Section 6).
  • You can cancel GrixTrack at any time. Cancelling stops the next renewal. Your plan stays active until the end of the period you have already paid for.
  • Billing mistakes are always fixed. If we charge you twice or charge the wrong amount, we refund or credit the difference.
  • Try before you pay. GrixTrack has a Free plan with no card needed, so you can test it before choosing a paid plan.
02

Payments are non-refundable

In short

Once paid, fees are not refunded or credited, including after you cancel or downgrade.

Once paid, these are not refunded or credited:

  • GrixTrack subscription fees, including the current month after you cancel
  • partial months and unused time after cancelling, downgrading or closing an account
  • unused keywords, AI prompts, projects, competitors or other plan limits
  • deposits, setup fees, project fees and monthly retainers for agency services
  • ending a project or retainer early
  • periods when you did not use the service
  • results, such as rankings, AI citations or mentions, traffic, leads or sales
  • changes or outages caused by third parties, such as Google, OpenAI, Meta, LINE, data providers or hosting providers

You accept this policy when you tick the box at sign-up, accept a quotation or statement of work, or pay an invoice.

03

How to cancel GrixTrack

In short

Cancel any time in Settings or by email. Your plan stays active to the end of the paid month.

A paid GrixTrack plan starts once we confirm it and issue your invoice. Plans are invoiced monthly in advance, in Thai baht or US dollars as shown on the pricing page, and renew automatically each month until you cancel.

To cancel, choose Cancel plan in Settings in GrixTrack, or email jade@grixhub.com from the email address on your GrixTrack account with the subject “Cancel GrixTrack plan”. Until the end of your paid period, you can choose Keep my plan to undo the cancellation.

What happens next:

  • We confirm your cancellation by email within 3 business days.
  • No further charges are made after the period you have paid for.
  • Your paid features continue until the end of that period. After that, paid tracking stops.
  • To avoid the next charge, cancel before your renewal date. A renewal charged before you cancelled is not refunded.

You can view and export your data while your account is open and your paid period lasts.

04

Cancelling agency services

In short

Retainers need 30 days’ notice. Ending a project early means paying for work done, and the deposit is kept.

  • Monthly retainers: either side can end a retainer with 30 days’ written notice after any minimum term in your quotation, unless the quotation sets a different notice period. Fees for the notice period and any remaining minimum term are payable.
  • Fixed-price projects: you can end a project at any time in writing. You pay for work done up to that date and for third-party costs we have already committed to, and the deposit is not refunded.
05

Reporting a billing error or duplicate charge

In short

Email jade@grixhub.com with the charge details. We reply within 3 business days and fix confirmed errors within 7 business days.

If you think you were charged twice, charged the wrong amount, or charged after a cancellation that we had confirmed, please email jade@grixhub.com within 60 days of the charge with:

  • the email address on your account
  • the date and amount of the charge
  • the receipt or invoice number and the date you paid

Our response times:

  • We reply within 3 business days.
  • If we confirm an error, we refund or credit the amount charged in error within 7 business days.
  • Refunds are paid to the payer by bank transfer.
06

Other cases required by law

In short

We also refund in the few cases our Terms of Service and Thai law require.

We also refund in the few other cases set out in Section 8.3 of our Terms of Service: if we materially fail to provide a paid service and do not fix it after notice, if we end a paid service when you have not broken our terms, or if a law that cannot be excluded by contract gives you a right to a refund. In those cases we refund only the part that the Terms or the law require.

07

Chargebacks

In short

Please contact us before disputing a charge with your bank.

Please contact us first if something looks wrong with a charge. We fix genuine mistakes quickly. Opening a chargeback or payment dispute for a valid charge, including one covered by this policy, breaks our Terms of Service. We may then suspend the account and recover the disputed amount, dispute fees and reasonable collection costs. We may share records of your acceptance of this policy with your bank.

08

Purchases through another seller

In short

If another company sells GrixTrack to you, its refund terms apply.

If you buy GrixTrack through a reseller or marketplace that acts as the seller to you, that seller’s refund terms apply to that purchase.

09

Contact

In short

Questions about refunds or cancellations? Email jade@grixhub.com.

Grixhub
Bangkok, Thailand
Email: jade@grixhub.com

Questions about this page?

Email jade@grixhub.com or book a free consultation, and our team will get back to you.

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