Refund policy

1. Who executes the refund

Paddle.com Market Limited is the merchant of record for subscription transactions and is what actually executes refunds. Requests come to us, we coordinate with them, and the amount is returned to the original payment method.

2. First subscription guarantee — fourteen days

If the platform is not right for you, request a full refund within fourteen days of your first payment. No reason required.

The guarantee applies once per organisation, to the first subscription only, and does not apply to renewals.

3. Automatic renewals

We send a notice before every renewal. If your subscription renewed and you did not want it to, request a refund within seven days of the charge, provided there has been no substantial use of the service in the new period.

4. Cancelling mid-term

You can cancel at any time, and your service continues to the end of the paid period.

The remaining portion of a current period is not refunded outside the two cases above.

5. Cases we always refund

• A duplicate charge for the same subscription made in error.
• A charge taken after a confirmed and documented cancellation.
• A substantial continuous service outage caused on our side — refunded in proportion to the outage.
• Our inability to provision the systems you paid for.

6. Cases not covered

• Requests after the periods above have elapsed.
• Accounts terminated for material breach of the terms and conditions.
• Outages caused by a third-party provider or by force majeure outside our control.
• Non-use alone — a subscription is access to the service, not consumption of it.

7. How to request a refund

We respond within two business days. Once approved, Paddle executes the refund and it typically appears in your account within five to ten business days, depending on your bank.

• Write to [email protected] from the email registered on the account.
• Include your subscription number or the transaction reference from your Paddle invoice.
• Briefly say why — it helps us improve, and it is not a condition of the fourteen-day guarantee.

8. Your data after a refund

A full refund ends the subscription. Your content stays exportable for the retention period described in the privacy policy, so export what you need before it elapses.

9. Disputing a charge with your bank

If you see a charge you do not recognise, write to us first — we resolve most cases within hours. Opening a dispute with your bank directly freezes the account automatically at the payment gateway and stretches the resolution out by weeks for no reason.