Refund policy

Who handles refunds

DataWiser subscriptions are sold by Paddle, our reseller and the merchant of record for all our orders. Paddle took your payment, so Paddle makes every refund, back to the payment method you used.

Changed your mind? Ask within 14 days

If you're not happy with a paid plan, ask for a refund within 14 days of a payment and you'll get that payment back in full. This applies to every payment, renewals included, so a yearly renewal you forgot about is covered too.

You can also try DataWiser first on the free plan: every feature is on it.

How to ask

• Use the link in your Paddle receipt email, or go to paddle.net and choose Request refund.
• Or email us at [email protected], and we'll ask Paddle to make the refund.

Paddle refunds to your original payment method where it can, within 14 days of approving the request. Your bank may take a few more days to show it.

What a refund does to your brand

When a payment is refunded, the plan it paid for ends and your brand goes back to the free plan. Nothing is deleted: your history stays, and you can subscribe again at any time.

Cancelling is different from a refund

Cancelling stops the next payment. Your paid plan runs until the end of the period you've already paid for, then your brand returns to Free. You can cancel at any time, whether or not a payment can still be refunded.

Changing plans

• Upgrading charges you the prorated difference for the rest of your current period straight away. That charge is a payment like any other, so you can ask for it back within 14 days.
• Downgrading turns the unused part of your plan into a credit towards your next bill. A credit isn't paid out as money, unless the law requires it.
• We never upgrade you or charge you extra on our own. If your server outgrows its plan, you get 30 days' notice and your data keeps recording.

Deleting your account

Deleting your account cancels each paid subscription at the end of its period. If the 30-day deletion window ends before the paid period does, on a yearly plan for example, the subscription is cancelled then. The unused part of a paid period isn't refunded, except within the 14 days above.

EU and UK consumers: your right to withdraw

If you live in the EU, the EEA or the UK and you're buying as a consumer, not for a business, you can withdraw within 14 days of subscribing, for any reason, and get a full refund. Use the withdrawal option in Paddle's customer portal (linked from your receipt and from the Billing page), or ask Paddle through paddle.net.

• The right covers your first subscription payment. In the UK, a yearly subscription gets a new 14-day withdrawal period at each renewal.
• Withdrawing ends the subscription, and your brand returns to Free.

Where the law where you live gives you more rights than this policy, you get those rights.

When the service fails

If DataWiser stops working for you because of a problem on our side, contact us first and we'll try to fix it. If we can't, you're entitled to a refund under Paddle's buyer terms. This doesn't limit any right the law gives you when a service is faulty or not as described.

Tax refunds

If you're a business and your VAT number wasn't applied at checkout, ask Paddle for the tax back within 60 days of the payment, through paddle.net. Later requests may be declined.

Chargebacks

Please talk to us or to Paddle before disputing a charge with your bank: it's usually quicker. Paddle answers chargebacks with the evidence it has, and may suspend access to the service while a chargeback that looks fraudulent is investigated. Paddle may also decline a refund where there's evidence of fraud or refund abuse.