Draft — to be reviewed by a lawyer before launch
Refund Policy
Last updated: · Provided by [Company legal name] · Questions: [legal@your-domain]
Paddle is our reseller and the merchant of record for every paid plan, so payments, invoices, tax and refunds are handled by Paddle on our behalf. This policy says when we will ask Paddle to refund you and how to ask.
1. Your first purchase: 14 days
You can ask for a full refund of the first payment you make for a paid plan (Growth or Business) within 14 days of that payment, without giving a reason. We will approve it, and Paddle returns the money, including the tax that was charged on it, to the payment method you used.
This applies once per workspace. If you get a refund, the paid plan ends and the workspace moves to the Free plan (read-only first if it has more than 10 people; nothing is deleted).
2. Renewals and later payments
Later payments (renewals, seats added during a period, and the charge when you change from monthly to yearly billing) are not refundable once the period has started, except where:
- you were charged by mistake, twice, or for a different amount than the one shown at checkout;
- you ask within 14 days of a renewal and have not used the service in that period (we will usually agree to this, once);
- the law that applies to you gives you a right to a refund (see section 7).
To avoid a renewal you do not want, cancel before the renewal date. Paddle sends a reminder before a yearly renewal where the law requires it.
3. Upgrades, downgrades and seats
- Paying more per period (a bigger plan, or more seats, or monthly to yearly) is charged now, for the rest of the current period, in proportion to the time that is left.
- Paying less per period (a smaller plan or fewer seats) does not refund anything on the spot. The difference is credited against your next payment in proportion to the time left in the current period.
- When new people join, your seats are raised automatically and the difference is charged for the rest of the period. Seats are never lowered automatically: an owner lowers them in Billing, and the credit follows the rule above.
- Moving to the Free plan ends the paid plan at the end of the period you paid for. You keep the paid plan until then, and nothing is refunded early.
4. Cancelling
You can cancel in Billing at any time. The plan continues until the end of the period you have paid for, and you are not charged again. Cancelling does not by itself create a refund for the current period; the 14-day rule in section 1 or 2 may.
5. The free trial and the Free plan
The 14-day trial of a paid plan needs no card and costs nothing, so there is nothing to refund. The Free plan is free.
6. How to ask for a refund
- Use the link in your Paddle receipt or invoice email (“Need help with this order?”) or Paddle’s order-lookup page at paddle.net, and ask Paddle for a refund; or
- email us at [support@your-domain] from an owner’s address, or open a ticket from Support in the console, with the workspace name and the invoice number.
We answer within five working days. Once a refund is approved, Paddle normally returns the money within 5 to 10 working days, depending on your bank. Paddle may also decide a refund request on its own, for example where its buyer terms give you a right to one; that is in addition to this policy.
7. Your legal rights
This policy does not take away any right the law gives you as a consumer or buyer, such as a statutory right to cancel a distance contract. See also the Terms of Service.