Refunds

In case you feel you're entitled to a refund, reach out to us. In general, a refund is no problem at all. Asking friendly is a good starting point, and goes a long way in getting a swift response.

A rule of thumb:

If your reason for a refund is acceptable to a grocery store, it's acceptable to us.

Open a can of tomato sauce, and find it spoiled? Full refund. Return a can of tomato sauce because you didn't end up needing it? You get a credit to use on a next purchase.

Some real life examples:

  • You purchased Hedge, but ran into something preventing you to use Hedge as intended? If we can't help you with your workflow, or need to fix an issue on our end, a full refund it is. However, 99% of the time, we'll fix the issue on the spot, and not just you but all users benefit. Did you go the distance by finding and describing the issue? We'll be super grateful, and you can expect additional months or even years to be added to your license. And a mention in the Release Notes πŸ‘

  • You purchased a license "by accident"? Let's be honest, you just changed your mind β€” and that's completely fine. Do tell us why, OK? We'll refund you if the license hasn't been activated. If you did use your license, there's no way for us to verify you didn't use the license, so you'll receive a credit instead.

  • Your project fell through, and you no longer need the license? We'll issue you a full credit.

  • You realized you could use the 10-day trial for your client project, so you prefer not to pay for using our software. That's not what trials are for, they're to confirm the apps solve your problem, so we'll issue a credit. After all, do you offer free trials to your clients?

  • Purchased, but didn't need it because someone else already had a license? If the license was not activated, we'll refund you. If it was activated, it's a credit.

  • Any license purchase that is not for a perpetual license (e.g. a Project License) is not refundable nor creditable.

Subscriptions are a little different:

  • Monthly subscriptions can be canceled at any given time, in-app. There is no refund for the remainder of that month. Forgot to cancel your plan, and was charged once without using the app or service? We'll refund the last month of your subscription, provided there has been zero activity in that month. Note: we only do this once per customer.

  • Yearly subscriptions can be canceled at any given time, in-app. We issue a credit for the remainder for of your prepaid year. Forgot to cancel on time and got charged for another year? We'll refund you if you didn't log in or use PostLab in the mean time. Do reach out within 7 days to get a refund.

  • Didn't cancel your trial and were charged once without using the app or service? We'll issue a refund, provided there has been zero activity, and you reach out within 7 days from when you were charged. Note: we do this only once per customer.

  • Decreasing the quantity of a subscription from say, 5 to 2 users or terabytes of storage, credits you with the remainder for those 3 units. The credit is added to your subscription for the remaining 2 units. You will not be charged again until the credit is used.

Have another scenario or circumstance not covered here? Email us, and we'll evaluate your case.

VAT Refunds

Paddle allows you to enter your VAT details when purchasing:

If you didn't enter your VAT when purchasing, and you'd like a retroactive refund of the VAT, it's best to reach out to Paddle directly: support@paddle.com. Reply to the invoice email, so they'll know which order this concerns. No need to cc us, Paddle will handle it for you within a few days.

Things that do not help in getting a refund

We get it; wanting a refund gets people a bit worked up. That's perfectly understandable. Don't worry; we'll help you out, and we'll be fast as far as office hours go. Asking friendly helps a lot, and goes a long way in getting a swift response.

What definitely does NOT help, is...

  • CAPS LOCK 😁

  • Demanding a refund, being unfriendly, or even outright aggressive. We're humans, remember?

  • Bombarding us with emails, messages, tweets, and DMs. Sending multiple messages only delays a response as we have to read all those messages first. Just send one email. We're fast repliers.

  • Emailing Paddle instead of us; it will take ages instead of minutes or hours to get a reply...

  • Using a different email than the one you purchased with. For security reasons, that's a clear no-go.

  • Not emailing us within a few days of the transaction.

Chargebacks

Sometimes people think "I'm not even going to ask for a refund, I'll just request a chargeback with my payment provider." Please, never ever do this. People don't realise a chargeback gets us flagged as a fraudulous company; nstead, just email us. We're always available to discuss a refund β€” you just have to ask.

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