Legal
Refund policy
Last updated
The short version
- Paddle is the Merchant of Record for WebMetric, so Paddle issues every refund.
- You can get a full refund of your first payment if you ask within 14 days of it.
- Renewals are not refunded, except where the law requires it.
- Cancelling stops the next renewal. It does not refund the current period by itself.
- Asking for a refund does not delete your data.
This summary is for convenience. The full text below is what applies.
1. Who issues refunds
Paid WebMetric plans are sold by Paddle, which acts as Merchant of Record. Paddle took your payment and charged any tax, so Paddle is also the one that refunds it. Refunds go back to the original payment method, and the tax on the refunded amount is returned with it.
2. When you can get a refund
- First payment: if you ask within 14 days of the first charge for a new subscription, you get a full refund. This applies to monthly and yearly plans.
- Renewals: a monthly or yearly renewal is not refunded, except where the law requires it. Cancel before the renewal date to avoid the next charge.
- A duplicate charge or a billing error is always refunded in full.
- The Free plan is never charged, so there is nothing to refund.
- Nothing in this policy takes away a right to a refund or to withdraw that the law where you live gives you.
3. How to ask for one
- Use the help link on your Paddle receipt. Paddle can deal with the request directly.
- Or write to us at [email protected] with your organization name and the date of the charge. We pass the request to Paddle.
4. What happens after a refund
If a refund ends your subscription, your organization moves to the Free plan. Your data is not deleted because of the refund, and you can still export it.
Cancelling without a refund works differently: you keep the paid plan until the end of the period you paid for. The terms of service explain renewal and cancellation.