1. Refund Window
Unless an order, statement of work, or applicable law states otherwise, you may request a refund within 14 calendar days from the initial purchase or renewal charge. We review requests based on delivery status, usage, issue type, and legal requirements.
2. Eligible Refunds
- Duplicate charges, billing errors, or unauthorized transactions after verification.
- Service access failure caused by us that we cannot fix within a reasonable time.
- Standard digital service or subscription purchases requested within the 14-day window, where the service has not been heavily used, downloaded, delivered, or consumed.
- Other cases where a refund is required by applicable law.
3. Generally Non-Refundable Items
- Completed or accepted custom development, consulting, integration, training, deployment, or professional services.
- Digital services that have been delivered, downloaded, heavily used, or have generated third-party costs.
- Service restrictions or termination caused by breach of the Terms, misuse, or inaccurate information provided by you.
- Requests outside the refund window where there is no legal requirement or verified service failure.
4. Subscription Cancellation
You may cancel before the next renewal date. For smartclaw, cancellation may take effect immediately and stop future access, as shown in the account page, Paddle checkout, or order documents. Cancellation does not automatically refund charges already incurred; submit a refund request if needed.
5. How to Request a Refund
- Email [email protected].
- Include your name, company, billing email, Paddle receipt or order ID, payment date, refund reason, and supporting details.
- We usually acknowledge requests and begin review within 5 business days. Complex transactions, enterprise orders, or Paddle risk review may take longer.
- If approved, refunds are returned to the original payment method. Actual posting time depends on Paddle, payment networks, and your bank.
6. Partial Refunds and Credits
For partially used, partially delivered, or staged projects, we may offer a partial refund, service credit, or account credit based on unused time, undelivered work, incurred costs, and contract terms.
7. Chargebacks and Disputes
Please contact us before filing a bank chargeback or payment dispute. We will work with Paddle to review and resolve the issue. Direct chargebacks without prior contact may result in account or service suspension while the dispute is pending.
8. Contact
For refunds, subscription cancellation, or billing questions, contact [email protected].