Cancel Trace the easy way

Product overview

Trace is a name used by several small digital products and services. Offerings referenced in public material include a knowledge graph notes app, a journal and life manager app, an expense tracker, a Mac app available from traceapp.info, and web AI products at buildwithtrace.com. Some products are sold as free tiers, monthly or yearly subscriptions, or one-off lifetime purchases.

Who uses Trace

Trace targets both individual app users and organisations. The organisational side focuses on cross-functional alignment among finance, talent and HR for workforce planning and budgeting. The consumer side includes note taking, journaling and expense tracking.

Company facts

Web (buy from traceapp.info)

1. Locate your purchase confirmation email from traceapp.info or traceapp.info/buy.
2. Email [email protected] with the order number, date and reason for cancellation.
3. Request a refund if within 14 days; include your bank or PayPal details for reimbursement if required.
4. Keep the email response from Trace as proof of cancellation and any refund confirmation.

iOS / Mac App Store

1. If you purchased via the Mac App Store, Apple manages cancellations and refunds.
2. Go to reportaproblem.apple.com to request a refund and follow Apple steps.
3. Keep Apple confirmation emails as proof.

Android / Google Play

1. For purchases via Google Play, use the Google Play purchase history and the request refund flow in the Play Store or the Google Play help centre.
2. Note that Google Play in the EEA and UK can waive automatic statutory withdrawal rights for immediately available digital content once download starts.
3. Keep Google Play emails or refund confirmations as proof.

Phone

1. No public phone support number is published by Trace.
2. If you require phone escalation, request Trace to provide a contact number by email to [email protected] and then arrange a call.
3. Record the call reference or the follow-up email as proof.

Post

1. Write a signed cancellation letter including your name, order details, date of purchase and a clear cancellation statement.
2. Send the letter by registered post to: Trace, Crown Way, CF14 3UZ Cardiff, United Kingdom.
3. Keep the postal tracking and delivery receipt as proof.

Moving / change of residency

If you cannot use a paid service because of a move, Trace does not publish a specific moving policy. Use statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel distance contracts within 14 days where applicable. Provide proof of move such as a new tenancy agreement or utility bill. See Consumer Contracts Regulations 2013.

Price increase

If Trace increases the price for an ongoing subscription, the Digital Markets, Competition and Consumers Act 2024 provides consumer rights to cancel subscription contracts during initial or renewal cooling-off periods with no penalty. Provide the price increase notice you received as proof. See Digital Markets, Competition and Consumers Act 2024.

Death of subscriber

In the event of the subscriber's death, Trace does not publish a dedicated procedure. Provide a copy of the death certificate and proof of authority (executor or administrator). Use direct email to [email protected] and request account closure and refund if eligible under the Consumer Contracts Regulations or local estate rules.

Legitimate ground

Legitimate grounds under UK consumer law include defective performance or substantial non-conformity. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill. For defective digital content, submit evidence such as screenshots, error logs, and purchase details to [email protected]. See the Consumer Rights Act 2015 for these obligations.

End of commitment

If you are at the end of a fixed term, cancel before the renewal date to avoid automatic renewal. Trace does not publish a specific notice period; check your purchase confirmation and cancel by email or through the account dashboard where available. If a renewal term begins and you were not given adequate renewal notice, use the Digital Markets, Competition and Consumers Act 2024 provisions for renewal cooling-off rights.

Cooling-off period

For purchases made online from traceapp.info, you have a 14 day statutory cooling-off period under the Consumer Contracts Regulations 2013. Trace offers a no-questions-asked refund within 14 days for direct purchases by emailing [email protected]. For App Store purchases, the app store terms apply.

Before you cancel - negotiate

Trace does not publish standard retention offers in public material. No retention discounts or downgrade offers are publicly reported. To negotiate, email [email protected] with your order reference, explain your reason for leaving and request a retention offer or downgrade. If no offer is made, request written confirmation and keep the response as proof.

What cancelling saves you - pricing math

Use exact plan prices to compute annual savings.

Example 1 - Knowledge Graph Notes App Pro monthly: £5.00 per month. Yearly cost if billed monthly: £5.00 x 12 = £60.00 per year.

Example 2 - Knowledge Graph Notes App Pro yearly: £29.00 per year. Saving by choosing yearly vs monthly billing: £60.00 - £29.00 = £31.00 per year.

Example 3 - buildwithtrace Pro: £29.99 per month. Yearly cost if billed monthly: £29.99 x 12 = £359.88 per year.

Example 4 - VTRACE monthly: £22.99 per month. Yearly cost if billed monthly: £22.99 x 12 = £275.88 per year. VTRACE annual price: £249.99 per year. Annual saving choosing VTRACE yearly vs monthly billing: £275.88 - £249.99 = £25.89 per year.

Cheapest real alternative from competitor list: Experi monthly at £9.00 per month - annual cost billed monthly: £9.00 x 12 = £108.00 per year. Annual plan for Experi is £79.00 per year which is the cheapest listed annual price.

Key UK consumer law

The main legal protections relevant to Trace are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. For subscription renewal protections and unfair practices, the Digital Markets, Competition and Consumers Act 2024 applies. See Consumer Contracts Regulations 2013 and Digital Markets, Competition and Consumers Act 2024.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 grant a 14 day cooling-off period for most online purchases. Trace publicly offers a no-questions-asked refund within 14 days for direct purchases by emailing [email protected]. For app store purchases, the app store operator processes refunds.

Escalation steps

First complain to Trace at [email protected]. If unresolved, seek guidance from Citizens Advice at Citizens Advice - Cancelling a service. For payment disputes, consider Section 75 or chargeback via your card issuer. If legal action is required, disputes for England and Wales can be heard in the courts of England and Wales. If you believe a term is unfair, reference the Consumer Rights Act 2015.

Access and data

Export any notes, journals or expense data before cancelling. Trace does not publish a public data retention policy; request data export and deletion by emailing [email protected] and keep the response.

Final billing and refunds

For direct purchases, refunds are processed within 14 days after emailing [email protected]. For Mac App Store and Google Play purchases, use Apple or Google refund mechanisms. Keep all confirmation emails as proof of refund or final charge.

Re-activation

If you wish to re-activate a paid plan, contact Trace via the same purchase channel. Lifetime purchases and one-time payments are described on the buy page; check traceapp.info/buy for details when repurchasing.

Follow this checklist to ensure cancellation is complete and documented.

• Find your order confirmation and note the purchase date and order number.
• Email [email protected] with a clear cancellation request and attach the order confirmation.
• If purchased via Mac App Store, go to reportaproblem.apple.com and request a refund.
• Request written confirmation of cancellation and refund and keep it.
• Export your data from the app before account closure.
• If you paid by card and the refund is refused, contact your card issuer for possible chargeback or Section 75 claim.
• If Trace does not respond, escalate to Citizens Advice and reference the Consumer Contracts Regulations 2013 and the Digital Markets, Competition and Consumers Act 2024.