Refund Policy
This Refund Policy applies to paid ConfigTrace subscriptions and works together with our Terms of Service. Paid subscriptions are billed by Paddle.com Market Limited ("Paddle"), our payment provider and merchant of record.
1. Cancellation Process
You can cancel a paid subscription at any time from Settings → Workspace → Billing, or by emailing support@configtrace.org with your workspace name. Cancelling stops future renewals; unless we tell you otherwise, your workspace keeps access to its current plan's features through the end of the billing period you already paid for, and then moves to the Free plan.
2. Refund Request Process
To request a refund, email support@configtrace.org with your workspace name and the reason for your request. We review refund requests individually. Because Paddle is the merchant of record for these transactions, any approved refund is issued by Paddle back to your original payment method.
3. Refund Eligibility and Timing
Refunds are not issued automatically and are considered on a case-by-case basis — for example, where you were charged in error, experienced a billing issue on our part, or where required by law. Submitting a request does not guarantee a refund will be granted. Where a refund is approved, Paddle typically processes it within its standard payment-processor timelines, which can take several business days to appear on your statement depending on your bank or card issuer.
4. Recurring Subscriptions
Paid plans renew automatically at the end of each billing period unless cancelled before the renewal date. We do not provide prorated refunds for partial billing periods except where required by law or expressly agreed in writing. If you cancel mid-period, you retain plan access through the end of that period rather than receiving a partial refund for the unused time, unless stated otherwise at checkout.
5. Mandatory Consumer Rights
Nothing in this Policy limits any statutory right you may have under the law of your jurisdiction — for example, cancellation or cooling-off rights available to consumers in the European Union, United Kingdom, or elsewhere for digital services. Where Paddle, as merchant of record, is required to honor such statutory rights on a purchase, Paddle will administer them in accordance with its own consumer terms.
6. Paddle's Role as Merchant of Record
Paddle acts as the merchant of record for paid ConfigTrace subscriptions: it is the seller of record on your billing statement, handles payment collection and applicable sales tax/VAT, and processes refunds on approved requests. Paddle's own terms and refund-related policies apply to the checkout and payment process alongside this Policy.
7. Support and Contact
For cancellations, refund requests, or billing questions, contact support@configtrace.org. Include your workspace name and, if applicable, the transaction date so we can locate your billing record quickly.
See also: Terms of Service · Privacy Policy · Pricing