Trench Refund Policy
Last updated: Sep 30, 2026
Purchases of Trench Private Credits are final and non-refundable, except in the cases listed below or where the law requires a refund. This policy is part of the Trench Terms of Service between you and Tap Get To Install, a Delaware corporation, doing business as Trench.
What this policy covers
This policy applies to purchases of Trench Private Credits made through the Trench website or apps. Trench Public Credits are never sold, so there is nothing to refund. Credits have no cash value and cannot be cashed out, withdrawn or exchanged for money under any circumstances, including when an account is closed.
When we will refund a purchase
We will refund a purchase of Private Credits, in full, in these cases:
| Case | What qualifies |
|---|---|
| Duplicate charge | You were charged more than once for the same purchase. |
| Credits not delivered | You were charged, but the Private Credits were not added to your account and we cannot add them. |
| Unauthorized purchase | The purchase was made without your permission, for example with a stolen card or through a compromised account. We may ask for information to confirm this. |
| Required by law | A refund is required by consumer protection or other law that applies to you. |
We do not give refunds because you lost Credits in the game, changed your mind, did not use your Credits, or had your account suspended or closed for breaking the Terms of Service, except where the law requires it.
How to request a refund
Email legal@trench.io within 60 days of the charge. Include:
- the email address on your Trench account;
- the date and amount of the charge;
- which case above applies, and any details that help us check it.
We aim to reply within 10 business days. Approved refunds go back to the original payment method only. Depending on your bank or card issuer, the money can take 5 to 10 business days to appear.
What happens to your Credits
When we refund a purchase, we remove the Private Credits from that purchase from your account. If you have already used some or all of them, your balance may go below zero, and we may limit purchases or gameplay until the balance is settled.
Right to cancel in the EU, UK and similar countries
If you live in the European Union, the United Kingdom or another country that gives consumers a right to cancel online purchases, you normally have 14 days to cancel. Private Credits are digital content delivered immediately. At checkout, you agree that delivery starts immediately and acknowledge that you lose your right to cancel once the Credits are delivered. Your other rights under local consumer law, such as rights when digital content is faulty, are not affected.
Chargebacks and payment disputes
Please contact us before disputing a charge with your bank or card issuer. Most problems can be solved faster by email.
If you file a chargeback or payment dispute, we may:
- remove the Credits from the disputed purchase;
- suspend new purchases on your account while the dispute is open;
- suspend or close your account if the dispute is unfounded or part of a pattern of abuse.
If the dispute is resolved in our favour, we may restore the Credits. If it is resolved in your favour, the Credits stay removed.
Changes and contact
We may update this policy from time to time. The version in effect when you made a purchase applies to that purchase, unless the law requires otherwise.
Questions: legal@trench.io