Refund policy
Paddle handles refunds. Paddle.com Market Ltd is our merchant of record, so they took your payment and they issue any refund. We approve the request, Paddle pays it back to your original payment method.
1. The refund window
You can ask for a full refund within 14 days of your first payment on a new subscription, for any reason. You do not need to explain yourself.
If you are a consumer in the EU or the UK, your statutory right to cancel a distance contract applies as well, and nothing here reduces it.
2. Renewals
Renewal payments are not automatically refundable, because you were told the renewal date in advance and could cancel before it.
If a renewal genuinely caught you out and you have not used PuntaDB in that period, write to us. We would rather refund an unused month than argue about it.
3. How to ask
- Email [email protected] with the email address on the account and the date of the payment.
- You can also reply to the Paddle receipt, or use the link in it to reach Paddle directly.
We answer within 2 business days. Once approved, Paddle returns the money to your original payment method, usually within 5 to 10 business days depending on your bank.
4. Cancelling is not the same as a refund
Cancelling stops the next payment and leaves your access running until the end of the period you have already paid for. It does not refund the current period on its own.
Cancel from the billing area in your account, which opens the Paddle customer portal, or by emailing us.
5. When we may decline
- The request comes after the 14 day window and the account has been in regular use.
- The account was closed by us for breaking the terms of service.
- We can see the subscription was bought to bulk export data and then cancelled.
We will always tell you why.
6. Failed payments
If a renewal fails, Paddle retries over several days and emails you. Your account stays open during that time. If it still fails, the subscription drops to read only. Your clients and collections are kept, and paying restores full access.
7. Chargebacks
Please contact us before disputing a charge with your bank. A chargeback suspends the account automatically while Paddle investigates, and it is slower for you than simply asking us for a refund.