Refund & Cancellation Policy

Summary

If you pay for Pulsilon and it isn't right for you, tell Paddle within 14 days of the charge and we'll support a full refund. You can cancel at any time to stop future charges, and we'll always put right a billing error, a duplicate charge, or an extended outage — with no time limit on those.

You also don't need to pay to find out whether Pulsilon is useful: the trial is 14 days, needs no card, and cannot charge you.

Details

1. Before you ever pay

Every account starts with a 14-day free trial that requires no payment card. Because there's no card on file, the trial cannot convert into a charge and cannot bill you by accident. It simply ends.

You are only ever charged after you actively choose a plan and complete checkout.

Two other ways to hold paid features involve no payment either, so nothing in this policy applies to them:

• Switching your trial to the advisor features. If you advise other businesses, you can change what your trial demonstrates. It is free, and your trial still ends on the same day — it is not extended, restarted, or charged for.

• Access granted through a partner. Some advisors hold access conferred through a partner organisation rather than bought. No payment is taken and no card is held, so there is nothing to refund. Granted access has an end date and can be withdrawn — and neither event is a billing event.

  What "withdrawn" means in practice, because it is the part people reasonably worry about: adding new clients stops straight away, but your existing clients and their reports stay readable and downloadable for a wind-down period fixed when the access was granted. After that those records are archived. Nothing is deleted, and you keep everything you created throughout. Access can be ended immediately without a wind-down only in cases of misuse.

2. The 14-day money-back window

If you're charged and change your mind, ask within 14 calendar days of that charge and we'll support a refund of it in full.

Some countries give you a stronger right than this, and it wins. Paddle applies the local statutory withdrawal period wherever one exists, which is longer or broader than ours in several places. Nothing here reduces it.

3. Outside the 14 days

Paddle reviews every refund request on its own merits, so being outside the window is not an automatic no. If you cancel mid-cycle without a refund, you keep full access to the end of the period you've already paid for.

And these are put right whenever they happen, with no window at all:

• Duplicate charge — you were billed twice for the same period.
• Billing error — you were charged the wrong amount, or charged after a cancellation that we failed to process.
• Extended outage — Pulsilon was materially unavailable for a prolonged period during a billing cycle.

These are treated as putting a mistake right, not as discretionary refunds, and they aren't time-limited to 14 days.

A correction never affects your access. You're refunded the amount that was wrong and your subscription carries on exactly as it was — you're still a customer, and the mistake was ours. That's the difference between a correction and the money-back refund in §2, which ends the subscription because it undoes the purchase. For the same reason, a partial refund is always a correction: the money-back offer is the full charge, so a partial amount is us fixing something rather than you leaving — and you keep your access.

4. Cancelling

Cancel at any time from the billing portal, reachable from your dashboard. Cancelling:

• stops all future charges immediately;
• leaves your access running until the end of the period you've already paid for;
• keeps your data — every check and score you completed stays in your account. On the free plan the history view shows your most recent check rather than all of them, and paid features such as benchmarks stop being available; nothing is deleted, and subscribing again brings the full history back.

Cancelling is not the same as deleting your account. To remove your data entirely, see the account deletion option in Settings.

5. If a payment fails

A failed payment isn't treated as a cancellation. Your plan stays active for 14 days while the payment is retried, and we tell you in the app and by email so you can update your card. If it isn't resolved in that window, the plan pauses — your data stays where it is.

6. How to request a refund

Ask Paddle — they process the payment and issue the refund, so they're the fastest route:

• use the "View receipt" or "Manage subscription" link in your confirmation email; or
• use the support link on your receipt or your account's billing page; or
• go to paddle.net and choose Request refund.

You don't need your transaction number to hand. If you're unsure of the details, ask anyway and they'll help.

Email support@pulsilon.com instead if Pulsilon isn't working — a persistent technical problem or a feature not behaving as described. We'd rather fix it, and if we can't we'll back your refund with Paddle ourselves. We aim to respond within 2 business days.

Refunds return to your original payment method, typically within 5–10 business days once approved.

7. Who processes the payment

Payments for Pulsilon are handled by Paddle, which acts as the merchant of record — Paddle is the seller for the transaction and appears on your statement as PADDLE* PULSILON. Refunds are therefore issued through Paddle back to your original payment method. Paddle's own buyer terms apply to the payment transaction; this policy governs your use of Pulsilon.

8. Chargebacks

If you raise a chargeback or payment dispute with your bank instead of contacting us, we may suspend the account while the dispute is reviewed with Paddle and your bank. This protects the account rather than penalising you — but a message to support@pulsilon.com is faster, and in most cases resolves the issue without involving your bank at all.

9. Your statutory rights

Nothing in this policy limits any refund or cancellation right you have under applicable law that cannot be excluded by agreement.

Examples

You subscribe and change your mind. You pay for your first month on 3 March and decide on 10 March that Pulsilon isn't for you. You request a refund through Paddle, receive the full amount back, and your account reverts to the free plan.

You cancel mid-cycle, months in. You've been subscribed since January and cancel on 15 October. You keep full access until 31 October and no further charges are taken. Whether the October payment is refunded is Paddle's call on the merits — cancelling on its own doesn't refund it. Your checks and scores all remain in your account, though the free plan shows the most recent one rather than the full history.

You're charged twice. A connection error during checkout bills you twice for the same period. You contact support; we verify the duplicate transaction in Paddle and refund the second charge in full. This is a billing error, so the 14-day window doesn't apply.

Your card expires. A renewal fails on 1 June. Your plan stays active while the payment is retried and we email you. You update the card on 5 June and nothing is interrupted.