Refund Policy
1. Overview
PausePoint Labs ("PausePoint," "we," "us") wants you to be satisfied with the Service. This Refund Policy explains when refunds are available and how to request one. All billing is handled by Paddle, which acts as our Merchant of Record. This means your payment contract is with Paddle, and refunds are processed through Paddle's systems.
If you have questions about a charge or refund, you can contact us at hello@pausepoint.dev or contact Paddle directly via your receipt email.
2. Subscription Refunds
7-Day Money-Back Guarantee
We offer a full refund on the first payment of any paid plan (Starter or Pro) if you request it within 7 calendar days of the charge date. No questions asked. This guarantee applies once per customer account and covers the first subscription payment only.
After the 7-Day Window
After the 7-day money-back period has elapsed, subscription charges are non-refundable. This includes:
- Subsequent monthly or annual renewal charges
- Partial months: if you cancel mid-cycle, the remainder of your billing period is not refunded
- Unused pauses: pauses that are included in your plan but not used in a given month do not carry any monetary credit and do not roll over
You may cancel your subscription at any time from the dashboard. Cancellation stops future charges but does not trigger a refund for the current billing period.
Annual Plans
Annual plan purchases are eligible for the 7-day money-back guarantee on the initial payment. After 7 days, the annual payment is non-refundable in whole or in part. We recommend starting with a monthly plan if you are unsure whether PausePoint meets your needs.
Free Plan
The Free plan has no charge and therefore no refund applies.
3. How to Request a Refund
To request a refund within the 7-day window, contact us by email:
- Email: hello@pausepoint.dev
- Subject line: "Refund request: [your registered email address]"
- Include: your account email, the date of the charge, and the amount
We will process your request within 3 business days and submit the refund to Paddle. Refunds are returned to the original payment method. Processing time on your bank or card statement may take an additional 5–10 business days depending on your financial institution.
4. Billing Disputes
Because Paddle acts as Merchant of Record, billing disputes and chargebacks are handled by Paddle, not PausePoint Labs directly. If you believe you were charged in error or have a dispute about a transaction:
- Contact us first at hello@pausepoint.dev; we can resolve most issues quickly and directly
- Alternatively, contact Paddle using the contact information on your receipt or at paddle.com
- If you initiate a chargeback without first contacting us, we may suspend your account pending resolution
We take billing accuracy seriously and will work promptly to resolve any legitimate disputes.
5. Exceptions
We may, at our sole discretion, issue refunds or credits outside of this policy in exceptional circumstances, for example in the event of a significant service outage that prevented you from using the Service during a paid period. These exceptions are handled case-by-case and do not create a general obligation.
6. Contact
For any refund-related questions, please reach out:
- Email: hello@pausepoint.dev
- Company: PausePoint Labs, Isle of Man
We aim to respond to all refund requests within 1 business day.