Refund Policy

1. Summary

• Try before you pay: every plan starts with a 7-day free trial. Cancel during the trial and nothing is charged.
• First purchase: full refund on request within 14 days of the first charge, no questions asked.
• Renewals: not refundable, except where the law or this policy says otherwise. Cancel before the renewal date to avoid the next charge.
• Credit packs: refundable within 14 days if the credits have not been used.
• Refunds are issued by Paddle, our Merchant of Record, to the original payment method.

2. Free trial

New Workspaces receive a 7-day trial. A payment method is required to start it, but the card is only verified, not charged. If you cancel from Settings → Billing before the trial ends, no charge is made. If you let the trial run out, the plan you selected starts and the first period is charged; that first charge is covered by the money-back window below.

3. First purchase: money-back window

If you are not satisfied with your first paid subscription period, tell us within 14 days of the charge and we will refund it in full. This applies to monthly and annual plans alike and to every customer, business or consumer. It applies once per organisation: a second Workspace or a re-subscription after a previous refund is not covered.

We may decline a refund under this window where we detect abuse, such as exporting the bulk of the plan’s data allowance and then requesting a refund, or repeated trial-and-refund cycles.

4. Statutory right of withdrawal (EU and UK consumers)

If you buy as a consumer resident in the European Union, the EEA or the United Kingdom, you have a statutory right to withdraw from the contract within 14 days of purchase without giving a reason. Because the Service is a digital service that begins immediately, you are asked at checkout to consent to immediate performance. Under Article 16(m) of Directive 2011/83/EU, and the equivalent UK rules, this means the right of withdrawal lapses once performance has begun with your consent. Our 14-day money-back window above is at least as generous, so in practice you can always get the first charge back within 14 days regardless of usage.

To withdraw, send an unequivocal statement (an email is enough) to [email protected] or to Paddle at paddle.net. You may use the model withdrawal form from Annex I(B) of the Directive but do not have to. The refund is made without undue delay and within 14 days of your notice, using the same payment method you used, at no cost to you.

5. Renewals and unused time

Subscriptions renew automatically. We send a reminder email before each annual renewal and show the renewal date in Settings → Billing at all times. Cancelling stops the next renewal and keeps the Service available until the end of the paid period. We do not refund the unused part of a period after a cancellation, and renewals are not refundable once processed, except:

• an annual renewal charged without the reminder email having been sent, if you ask within 14 days of the charge;
• a charge made after you cancelled, or a duplicate charge, which we refund in full as soon as it is reported;
• a period during which the Service was substantially unavailable through our fault, for which we refund or credit the affected time on request;
• where mandatory consumer law of your country requires a refund.

A downgrade is applied at the next renewal, so no partial refund arises; an upgrade is prorated at the time of the change.

6. Credit packs and add-ons

Credit packs and extra tracked-keyword blocks are one-off purchases. They are refundable in full within 14 days of purchase provided none of the credits or keywords have been used. Partly used packs are not refundable because the underlying data cost has been incurred with our provider. Plan credits included with a subscription have no cash value and are not refunded when unused.

7. How to request a refund

1. Email [email protected] from the address on the account, or reply to the Paddle receipt. Include the invoice number if you have it.
2. We confirm eligibility under this policy within 3 business days.
3. Paddle processes the refund to the original payment method. Card refunds typically appear within 5 to 10 business days depending on your bank; PayPal refunds are usually immediate.

Refunds are made in the currency of the original charge. Currency conversion differences and bank fees are outside our control. Taxes collected by Paddle are refunded together with the price.

8. Chargebacks

If you have a problem with a charge, please contact us before disputing it with your bank: it is faster and lets us fix the underlying issue. Where a chargeback is raised for a charge that was valid under these terms, we may suspend the Workspace until the matter is resolved.

9. Contact

Aseoma, (to be published). Email [email protected]. Billing questions can also go to Paddle at paddle.net. This policy is part of our Terms of Service.