Refund Policy

Last updated: August 7, 2026

[TEMPLATE COPY. This page ships with the SaaS Template starter as a drafting aid. It is not legal advice. Replace every bracketed placeholder below and have the result reviewed by a qualified adviser before you publish this site or submit it for payment provider verification.]

Who You Are Buying From

SaaS Template [TEMPLATE: replace with your registered company name] sells subscriptions through Paddle.

Paddle acts as the merchant of record for every order. That means Paddle is the seller on the transaction, Paddle takes the payment, Paddle issues the invoice, and Paddle is the party that processes any refund back to your original payment method. We decide whether a refund is approved under this policy, and Paddle carries it out.

[TEMPLATE: confirm the exact Paddle contracting entity named in your seller agreement and in your checkout, and name it here.]

Refund Window

We offer refunds on [TEMPLATE: replace with the plans or products this policy covers] within [TEMPLATE: replace with your refund window, for example 14 days] of the original charge.

• Renewals: [TEMPLATE: state whether an automatic renewal charge is refundable, and for how long after it is taken.]
• Usage and add-ons: [TEMPLATE: state whether consumed usage, one-off credits, or add-ons are excluded.]
• Trials: [TEMPLATE: state what happens if a paid plan starts at the end of a free trial.]

How to Request a Refund

1. Email [TEMPLATE: replace with your support address] from the address on the account, or use the buyer support link on the receipt Paddle sent you after payment.
2. Include the Paddle order or transaction ID from that receipt, the email address on the account, and the reason for the request.
3. We acknowledge requests within [TEMPLATE: replace with your response time, for example 2 business days] and tell you the outcome.
4. If the request is approved, Paddle returns the money to the original payment method. Banks typically post it within [TEMPLATE: replace with the timescale you quote, for example 5 to 10 business days].

If you cannot reach us, you can also contact Paddle directly using the support link on your receipt.

Your Statutory Rights in the EU and UK

If you are a consumer in the European Union, the European Economic Area, or the United Kingdom, you normally have 14 days from the conclusion of a distance contract to withdraw from it, without giving a reason.

For digital content and digital services that are supplied immediately, that right of withdrawal can be lost once supply has begun, if you expressly asked for supply to start within the 14 day period and acknowledged that you would lose the right of withdrawal. [TEMPLATE: confirm how your checkout captures that request and that acknowledgement, then adjust this paragraph so it describes what your checkout actually does.]

Nothing in this policy limits the statutory rights that apply to you. Where this policy is more generous than the law, the more generous term applies.

Cancelling Is Not the Same as a Refund

Cancelling a subscription stops future renewals. On its own it does not refund a charge that has already been taken. [TEMPLATE: state whether access continues until the end of the period already paid for.]

What This Policy Does Not Cover

[TEMPLATE: list your exclusions, for example accounts closed for breach of the Terms of Service, or plans bought through a reseller rather than through Paddle.]

Chargebacks

If you raise a chargeback with your bank instead of contacting us, Paddle handles the dispute as merchant of record, and your account may be suspended while it is open. Contacting us first is usually faster.

Governing Law

This policy is governed by the law of [TEMPLATE: replace with your jurisdiction]. It does not displace the mandatory consumer protection rules of the country where you live.

Contact

For refund questions, contact us at [TEMPLATE: replace with your support address, for example [email protected]].

See also our Terms of Service and our Privacy Policy.