Refund and cancellation policy

How to cancel

Open Billing in your account and use the manage-subscription button. That opens Paddle's hosted portal, where you cancel the subscription, change plan, update your payment method and download receipts. Paddle is the merchant of record, so the portal is where the billing relationship actually lives — we do not need to be involved, and you do not need to email us to cancel.

What happens to your access

Cancelling stops the renewal. You keep your paid allowance until the end of the period you have already paid for, and at that point the account drops to the free tier — your profiles, sessions and data stay where they are, on the free tier's allowance.

If you cancel immediately rather than at period end, access ends when the cancellation takes effect, which is what a refund of the remaining period looks like in practice.

A cancelled subscription is not deleted from your account view — it stays visible with its end date, so you can see what you had and until when.

If a payment fails

When a renewal payment fails, Paddle marks the subscription past due and retries it over the following days. While it is past due, the account is served on the free tier's allowance rather than the paid one. If a retry succeeds, the paid allowance resumes; if none does, the subscription ends. Update your payment method in the Paddle portal to fix it sooner.

Refunds

Ask us and we will consider it: write to the address on the contact page from the email address on the account, with the receipt or the date of the charge.

We refund in full when:

• you were charged twice for the same period, or charged after cancelling;
• you bought a second subscription without the first being cancelled and both were billing — Paddle allows this, and it is our mistake to fix rather than yours to absorb;
• the service was unavailable for a substantial part of the period you paid for;
• you are exercising a statutory right to cancel that applies where you live.

Outside those cases, a paid period that has been used is not usually refundable, because the managed allowance is consumed as it is used and the cost is incurred by us at that moment. If you cancel early in a period and have barely used it, say so — we would rather refund a period nobody used than keep the money.

Refunds are issued by Paddle to the original payment method, and the timing after approval is the payment provider's, typically a few business days.

Free tier

The free tier costs nothing and needs no cancellation. Uninstalling the app is enough. Deleting your account, from the account page, removes your profiles and the files attached to them, your sessions and their transcripts, your usage and spend records, your subscription records, and your credit grants and reservations. Where an operator has acted on your account, the audit record of that action stays, and Paddle keeps the record of any purchase as merchant of record. The privacy policy sets all of this out in full.