Refund Policy
Last updated: March 2026
Cancellation & Refund Eligibility
We want you to feel confident about working with us. If things don't work out, here's how refunds are handled:
| Timing | Refund |
|---|---|
| More than 48 hours before consultation | Full refund minus processing fees |
| Less than 48 hours before consultation | No refund |
| After consultation has taken place | No refund |
| Booking declined by our team | Full refund (fees included) |
Processing Fees
A non-refundable processing fee applies to all customer-initiated refunds.
Payment processing fees charged by our payment provider (Stripe) are approximately 2.9% + $0.30 per transaction. These fees are deducted from your refund amount because they are not returned to us by the payment processor.
For example, on a $497 payment, the processing fee is approximately $14.71. Your refund would be $482.29.
This fee is disclosed here and during checkout before you complete your purchase. By proceeding with payment, you acknowledge and agree to this policy.
How to Request a Refund
To request a refund, email us at support@itstru.ai with your name and the email used during checkout. We aim to process refunds within 3-5 business days. Refunds appear on your statement within 5-10 business days depending on your bank.
Exceptions
If we are unable to deliver the agreed-upon services due to an issue on our end, you are entitled to a full refund including processing fees. We evaluate these situations on a case-by-case basis.
Questions?
If you have questions about our refund policy, reach out to support@itstru.ai and we'll be happy to help.