Every Trilyo plan is a monthly subscription. You can cancel at any time, and cancelling stops the next renewal: the plan stays active until the end of the period you have already paid for, and no further charge is made after that. Cancelling is not the same as asking for a refund of a period that has already started.
Subscriptions bought in the iPhone app are sold and billed by Apple, and refunds for them are handled by Apple under Apple's own policy. We cannot issue or reverse an Apple charge ourselves. Requests are made at reportaproblem.apple.com; Apple's guidance is at support.apple.com/en-us/HT204084. Apple decides each request.
Subscriptions bought in the Android app are sold and billed by Google, and refunds for them are handled by Google under Google Play's own policy. We cannot issue or reverse a Google charge ourselves. Requests are made through Google Play's refund process, described at support.google.com/googleplay/answer/2479637. Google decides each request.
Subscriptions bought on the website are charged by our payment processor CardCom, on its secure hosted page, into our merchant account HLO-MEDIA. Refund requests for a website purchase go to us at support@trilyo.app; we answer within 3 business days and, when a refund is due, we issue it to the same card through CardCom.
Where Israeli consumer protection law applies to your purchase, and subject to the exceptions set out in that law, you may cancel a transaction made at a distance within 14 days of making it (or of receiving the document that sets out the transaction details, whichever is later). For an ongoing subscription that window runs from the transaction even if the service has already begun.
This right is a statutory right to cancel, not a promise of an immediate refund, and it does not apply to every purchase. The law excludes certain transactions and certain kinds of content, and it sets out how a cancellation is calculated:
To use this right, send a clear cancellation notice to support@trilyo.app from the address you registered with, and say which purchase you are cancelling. Nothing on this page limits a right you have under mandatory law; where the law gives you more than this page describes, the law applies. This also matches section 3 of our Terms of Use, which says that no refund is given for the unused portion of a subscription period except where required by applicable law.
If the service did not work as described, was not supplied, or was charged in error, write to support@trilyo.app with the account phone number, the date and the amount. We will look into it and, where the charge was ours to correct, arrange the refund through the merchant of record. Where the charge came from Apple or Google, we will help you take it to them, but the decision is theirs.
If you believe a charge is wrong, please contact us first — most issues are settled faster that way. You keep any right you have to dispute a charge with your card issuer or bank. Raising a chargeback may suspend access to the plan while the dispute is reviewed.
Anything unclear on this page, or a request you want to make: support@trilyo.app. See also the Terms of Use, the Privacy Policy and the Pricing page.