Refund & Cancellation Policy — Diami

Last updated: 19 July 2026

This policy explains how paid plans, cancellation, renewals, and refunds work for Diami, Trackana’s property-management app. It forms part of, and should be read with, our Terms of Service and Privacy Policy.

Try before you pay

Diami has a free plan, so you can set up a property, add rooms and tenants, and see how it works before paying for anything. We recommend starting there and upgrading only when a paid feature is worth it to you.

How paid plans work

• Paid plans (Pro, Business) are billed per period (for example, monthly) in Indonesian Rupiah through our payment provider, Midtrans. You pay on Midtrans’ secure page — we never receive or store your card, bank, or e-wallet details.
• A paid plan gives you access for the period you buy.
• No surprise charges. Unless the app clearly states that a plan renews automatically, Diami does not charge you again by itself — you choose whether to renew when a period ends.

Cancelling

• Because paid plans don’t auto-charge by default, you can effectively “cancel” simply by not renewing — you will not be billed again without choosing to.
• You can downgrade to the Free plan at any time from within the app. If you downgrade during a period you’ve already paid for, you keep the paid features until that period ends.
• When a paid plan ends, features that depend on it (including some tenant access and smart-meter automation) may be limited or paused. Your recorded data is retained and becomes available again if you upgrade, subject to the Privacy Policy.

Refunds

We want the paid plan to be worth it. If it isn’t, we’ll be fair:

• Changed your mind? If you’re charged for a plan and decide within 7 days that it’s not for you, contact us for a full refund of that charge — provided the paid features weren’t substantially used to run your property in that time. (The free plan is there to try Diami first, which is why the window is short.)
• Duplicate or accidental charge? We’ll refund it in full — just tell us.
• Something went wrong on our side? If a paid feature you rely on is unavailable for an extended time due to a fault on our side, contact us and we’ll make it right — a pro-rata or full refund, as appropriate.
• Part-way through a period? Outside the situations above, a period you’ve already paid for isn’t refundable for the unused days — but you keep access until it ends, and you are never charged again automatically.

Approved refunds are returned to your original Midtrans payment method and typically appear within a few business days, depending on your bank or e-wallet.

Bought through an app store?

If you subscribe through the Google Play Store or Apple App Store, that store handles the payment — so its refund process applies, and you request refunds through the store, not through us.

How to request a refund

Email support@trackana.net from your account email, with:

• the account or property the charge is for,
• the approximate date and amount, and
• a short note on the reason.

We aim to reply within 3 business days.

Your rights

This policy is meant to be fair and simple. It does not limit any rights you have under Indonesia’s consumer-protection law (including the Undang-Undang Perlindungan Konsumen) or other laws that apply to you.