Refund Policy

01Scope

This Refund Policy explains when ChartPad Ltd. (“ChartPad,” “we,” “us,” or “our”) refunds a purchase, and how to ask for one. It forms part of our Terms of Service and uses the same defined terms. Where this policy and the Terms differ, this policy applies to refunds.

It covers direct licenses bought from us onchartpad.io/licensing. Purchases made on Microsoft AppSource are handled by Microsoft, as set out in section 07 below.

0214-day refund window

You can request a full refund of any direct license charge within14 days of the date of the charge, for any reason. This applies to every charge we make, including the first purchase of a license and each annual or three-year renewal charge, counted from the date of that charge.

Requests made more than 14 days after a charge are not refunded, unless a statutory right described in section 04 applies.

03Evaluate before you buy

Every Visual can be installed and used in full without a license. The unlicensed version renders completely and displays a license notification, so you can evaluate a Visual in your own reports and environment before buying. A separate 30-day free trial is available on Microsoft AppSource for the Visuals where we have enabled it; the FAQ lists which.

If a key is not delivered, or does not remove the license notification in a supported environment, contact us and we will correct it or refund you. This applies whether or not the 14-day window has passed.

04Statutory rights

Nothing in this policy limits any right you have under the consumer protection laws of your country of residence. Our 14-day window is offered in addition to those rights, not in place of them.

• European Union, EEA, and United Kingdom consumers:You have a right to withdraw from a purchase within 14 days without giving a reason. Our refund window matches that period, so you can simply request a refund as described in section 06.
• Digital content that is faulty: If you are a consumer in the United Kingdom or the European Union and the Visual is not as described, not fit for purpose, or not of satisfactory quality, you are entitled to a repair or replacement and, failing that, a price reduction or a refund. These remedies apply regardless of the 14-day window.
• Australia: Our software comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
• Other jurisdictions: If the law where you live gives you a refund right that this policy does not mention, that right applies. Tell us where you are located when you contact us, and we will handle the request under the rules that apply to you.

05Renewals and cancellation

Direct licenses are subscriptions that renew for a further annual or three-year term unless cancelled before the renewal date. You can cancel at any time from the link in your Paddle receipt email, or by contacting us. Cancellation takes effect at the end of the current paid term, plus the 30-day grace period, and you will not be charged again after that.

A renewal charge can be refunded within 14 days of the charge like any other charge; refunding a renewal also ends the subscription. We send a reminder before every three-year renewal.

06How to request a refund

You can request a refund in either of two ways:

• Through Paddle: Use the “View receipt” or “Manage subscription” link in your Paddle confirmation email, or go to paddle.net and choose “Request refund.” As merchant of record, Paddle handles the request.
• Through us: Email hello@chartpad.io from the address used at checkout, with the Paddle transaction or invoice reference and the Visual concerned. You do not need to give a reason.

We acknowledge requests within 2 business days. Refunds are made by Paddle to the original payment method, in the currency of the original charge, normally within 14 days of the request; your bank or card issuer may take longer to show it. Once a charge is refunded, the license it paid for ends and the key may no longer be used.

07Microsoft AppSource purchases

Licenses bought on Microsoft AppSource are sold and billed by Microsoft. Cancellations, seat changes, and refunds for those purchases are governed by Microsoft's commercial marketplace terms and are handled in the Microsoft 365 admin center or through Microsoft support. ChartPad cannot issue a refund for an AppSource purchase because we never receive the payment. If you are unsure which channel you bought through, contact us and we will point you to the right place.

08Chargebacks

Please contact us before disputing a charge with your bank or card issuer. A refund request within the 14-day window is granted without question and is resolved far faster than a dispute.

09Changes to this policy

We may update this Refund Policy from time to time. We will post the new policy on our website and update the date at the top. The version in force when you made a purchase applies to that purchase.

10Contact Us

If you have any questions about this Refund Policy, please contact us at: