Refund And Cancellation.

This Refund and Cancellation Policy explains how refunds and cancellations work for Protuno subscriptions, operated by POSIMYTH INC (“we”, “us”, “our”). It forms part of our Terms and Conditions.

Protuno is sold through Paddle.com, which is the Merchant of Record for all our orders. Paddle handles payment, tax and returns. Your purchase is therefore also subject to the Paddle Buyer Terms and the Paddle Refund Policy.

Your statutory rights always win. Where the law in your country, or Paddle’s own policy, gives you more than this page does, the higher level of protection applies. Nothing here limits your non-waivable consumer rights.

1. The short version

You can request a full refund within 14 days of any payment: your first payment, a renewal, or a plan upgrade. You do not have to give a reason.

Nearly every request is a full refund. The one limit is fair usage: if you have spent more than 3,000 credits since that payment, we refund everything except the value of the credits you used. See section 3.

You can cancel your subscription at any time from your account. Cancelling stops future charges and leaves your access running until the end of the period you have paid for.

2. What the 14-day refund covers

You are eligible for a full refund when all of these are true:

1. the request is made within 14 calendar days of the payment date for that purchase, renewal or upgrade;
2. you have spent 3,000 credits or fewer since that payment; and
3. the request is made through one of the routes in section 4.

This applies to the monthly subscription fee for connected sites.

Above 3,000 credits you are still refunded, just not in full: we deduct the value of the credits actually spent, as set out in section 3. 3,000 credits is roughly $3 of agent work, so this only affects an account that has genuinely used the product.

3. Credits

Protuno credits are metered and consumed as agents run.

• Unused credits purchased in the 14-day window are refundable in full.
• Consumed credits are not refundable, because the work they paid for has already been performed. Where a refund is approved and some credits have been consumed, we refund the subscription fee in full and the unused credit balance, and deduct only the credits actually spent.
• The first 3,000 credits are free of that deduction. Spend 3,000 or fewer since the payment and you are refunded in full with nothing deducted. Spend more and the deduction covers every credit used, including the first 3,000.

We will always show you the consumed and unused split before processing, so there is no surprise on the amount.

4. How to request a refund

Any of these work, and none is slower than the others:

• Email [email protected] with your order ID and the email used at checkout.
• Use the “View receipt” or “Manage subscription” link in the confirmation email Paddle sent you.
• Go to paddle.net and choose “Request refund”.

If something is broken rather than unwanted, please contact us first at [email protected]. Most issues are fixed the same day. This is a suggestion, not a condition: your refund right stands either way.

We aim to respond within 1 to 2 business days.

5. Statutory withdrawal rights

Separately from the 14-day policy above, consumers in some countries have a statutory right to withdraw. Paddle applies these as follows:

• EU, EEA, Switzerland, United Kingdom — 14 days
• Turkey, Israel — 14 days
• South Korea, Brazil, China — 7 days
• Canada — 7 days
• Singapore — 5 days

In the EU, EEA, Switzerland and the UK the right applies to one-off purchases and to the first payment of a subscription. If your plan included a free trial, a fresh 14-day period starts when the trial ends. For UK annual subscriptions, a fresh 14-day period starts each time the subscription auto-renews.

Source: Paddle Refund Policy. Where Paddle updates these windows, the updated windows apply.

6. Cancelling

Cancel from Settings → Billing in your Protuno account, or email [email protected].

Cancelling stops future renewals. Your sites stay connected and your agents keep running until the end of the period you have already paid for. After that, agent runs stop and connected sites are disconnected. You should revoke the application passwords you issued to Protuno.

Cancelling is not the same as requesting a refund. If you want money back as well as a stop to future billing, request a refund under section 4.

7. Faulty or misdescribed service

If Protuno does not work as described, or a persistent technical fault prevents you from using the features you paid for:

1. contact us first at [email protected] with the details, so we can attempt a fix;
2. if we cannot resolve it, contact Paddle at paddle.net with the details and our response.

Where there is a material defect, a refund will be issued in line with applicable consumer protection law. This right is not limited by the 14-day window insection 2.

8. What is not refundable

• Requests made more than 14 days after the payment date, except where a statutory right or section 7 applies.
• Credits already consumed by completed agent runs (see section 3).
• Accounts where there is evidence of fraud, refund abuse, or repeated refund-and-repurchase behaviour. Paddle applies the same rule.

9. How refunds are processed

Approved refunds are returned to the original payment method, processed by Paddle, normally within 14 days of approval. Your bank may take a few days more to show it.

Currency conversion is calculated at the rate applying when the refund is processed, which can differ slightly from the rate at payment. Bank or card conversion fees are outside our control and are not separately reimbursed.

When a refund is issued, access to the refunded subscription ends.

10. Chargebacks

Please contact us or Paddle before raising a dispute with your bank. Almost everything is resolved faster that way. If a chargeback is raised, access to the affected subscription may be suspended while it is reviewed. This does not affect your lawful right to dispute a charge.

11. Changes

We may update this Policy. The version published at the time of your payment governs that payment. We will change the effective date above when we update it.

12. Contact

POSIMYTH INC
Email: [email protected]
Contact page: protuno.com/contact
Payment and billing enquiries: paddle.net