Refund Policy

This Refund Policy applies to every charge for Polartrace made through our merchant of record, Paddle: monthly and annual subscription fees for paid plans, and usage charges for data and hosts above your plan’s allowance. It is part of our Terms of Service. The Free plan is never charged, so nothing here applies to it.

Paddle charges your payment method and issues your invoices, so refunds are also issued by Paddle, always to the original payment method. Once we approve a refund, Paddle usually releases it within a few business days; your bank or card issuer may take a further 5 to 10 business days to show it. Refunds are made in the currency you were charged in, and any sales tax or VAT collected on the charge is refunded with it. Exchange-rate differences and fees charged by your own bank or card issuer are outside our control and are not refunded.

If you are not satisfied with Polartrace for any reason, you can request a full refund of your first paid subscription charge within 14 days of that charge. No reason is required and the refund is not reduced by usage during those 14 days.

The window applies to:

• the first payment of a new paid subscription, whether monthly or annual, on your first paid workspace;
• the first payment after you upgrade from the Free plan to a paid plan for the first time.

It does not apply to renewals, to subsequent workspaces, or to a second subscription taken out after an earlier refund.

Cancelling in the console does not request a refund; cancellation takes effect immediately and no refund is issued automatically. To use the window, email us as described in section 8, and cancel or not as you prefer. If you cancel first, we will still honour the window.

Once the 14-day window has passed, fees are non-refundable, because the Service is a metered, continuously delivered cloud product. In particular we do not refund:

• the unused part of a monthly or annual term when you cancel or downgrade, since cancellation takes effect immediately;
• renewal charges, including annual renewals, once the renewal has been processed, unless section 5 applies;
• charges for a period in which you did not use the Service, or forgot to cancel;
• usage charges for data and hosts you actually sent, including usage you consider accidental, such as a noisy service or a debug log level left on;
• downtime or data gaps caused by your own infrastructure, configuration, network, or by a spend cap you set;
• features that were described accurately but did not suit your needs.

To avoid unwanted charges, remember that we email you at 80%, 100% and 150% of your allowance, you can set a spend cap that pauses ingest instead of billing overage, the first overage invoice your workspace would ever receive is waived, and usage invoices under US$1 are never charged.

Regardless of the window, we refund or credit the affected amount when the charge was our mistake or the Service failed you. This includes:

• Duplicate or erroneous charges: you were charged twice for the same period, charged after cancelling, or charged an amount that does not match the published price for your plan.
• Metering errors: a usage invoice does not match the data and hosts your workspace actually sent. We will review the usage records with you and correct the invoice.
• Service not delivered: a fault on our side prevented your workspace from using the Service for a substantial part of a newly billed period. We refund pro rata for the affected time.
• Our termination or breach: if we stop offering the Service, terminate your subscription other than for your breach, or you terminate because we materially breached the Terms and did not fix it, we refund prepaid fees for the remainder of the term.
• Price or feature changes you did not accept: if we change the price or materially reduce a paid plan and you cancel before the change takes effect, we refund any part of a prepaid annual term that falls after the change.

We review each request against our billing and usage records and aim to decide within 5 business days.

Annual plans are charged in full at the start of the term at the discounted annual price. The 14-day window applies to the first annual charge exactly as it does to a monthly one. After that, an annual term is non-refundable except under section 5; if you cancel part-way through, the subscription ends immediately and the remaining months are not refunded, so consider a monthly plan first if you are unsure.

Polartrace is sold to businesses. If you nevertheless buy as a consumer in the EU, EEA or UK, you have a statutory right to withdraw from the purchase within 14 days, which Paddle honours under its buyer terms. Our own 14-day window is at least as generous and applies whether or not you have started using the Service. Nothing in this policy limits rights that the law of your country gives you and that cannot be excluded.

Email support@polartrace.io from the email address of the workspace owner or billing contact, and include:

• your workspace name or subdomain;
• the Paddle invoice or transaction number and the date of the charge;
• for requests under section 5, a short description of the problem and when it happened.

For requests inside the 14-day window no explanation is needed. We confirm receipt within 2 business days and, if approved, ask Paddle to release the refund. You can also contact Paddle directly through the link on your receipt; Paddle will refer the request to us for approval.

Please contact us before disputing a charge with your bank. A chargeback opened without contacting us costs more for everyone and takes longer than a refund. Paddle handles disputes as merchant of record. If a chargeback is used to obtain Service without paying for it, we may suspend the workspace until the matter is resolved.

We may update this policy. Changes are posted at https://polartrace.io/refund-policy with a new effective date and apply to charges made after that date. Changes that reduce your refund rights will be emailed to workspace owners at least 30 days in advance.

[Registered company name], trading as Polartrace
[Registered office address]
support@polartrace.io