Refund Policy

If you are not happy with PaydMetrics, you can ask us for a full refund of your first subscription payment within 14 calendar days of that payment being taken. We do not ask you to justify the decision, and we do not ask you to have used the Service a certain amount first.

The 14 days run from the date of your first payment on a paid plan — not from the date you created your account. Time spent on a free trial does not count against the 14 days, because no payment has been taken during a trial.

The guarantee applies to the first payment on a new subscription. In practice that means:

• Your first monthly or annual payment on Growth, Scale or Enterprise, taken when a trial ends or when you subscribe directly.
• The full amount charged, including any partial period billed at sign-up. We do not pro-rate a guarantee refund by how long you used the Service.

It does not apply to:

• Renewals. Later monthly or annual payments on a subscription that has already run past its first period. You can cancel at any time to stop future renewals — see cancelling instead.
• Tier changes. Moving between plans does not start a fresh 14-day window, because the subscription is not new.
• Re-subscribing. If you have already claimed a guarantee refund on an account, a later subscription on that same account or by the same organisation is not covered again.
• Negotiated contracts. Where you sign a separate written order form or enterprise agreement, the refund and termination terms in that document apply instead of this page.

Send us a message through the contact form from the email address on the account, within the 14 days. Tell us the company name on the subscription. You do not need to give a reason, though we would genuinely like to hear one — it is the most useful feedback we get.

We acknowledge every request within one working day and approve qualifying requests without further conditions. If you are outside the 14 days or your payment falls into one of the exclusions above, we will say so plainly rather than leave the request open.

Refunds go back to the original payment method. We cannot send a refund to a different card, account or party.

We issue the refund within five working days of approving it. How long it then takes to appear is up to your bank or card issuer, and is commonly a further three to ten working days. Refunds are made in the currency originally charged; if your bank converted that amount, exchange rate movement between the two dates is outside our control and we cannot compensate for it.

Taxes charged on the original payment are refunded with it. Any transaction or intermediary fees charged to you by your own bank are not, as we never received them.

A guarantee refund ends the subscription. We close the workspace and disconnect your payment providers at the point the refund is approved, so nothing further is read from them.

Export anything you want to keep before you request the refund. Scheduled exports and the API stay available until the workspace closes. After closure, your data is deleted on the timetable set out in our Privacy Policy, and we cannot restore a workspace once that deletion has run.

Cancelling and refunding are different things. You can cancel a subscription at any time, whether or not you are inside the 14 days. Cancelling stops the next renewal and leaves your workspace running until the end of the period you have already paid for, which is usually what you want if you have been with us a while.

A refund under this policy is immediate and closes the workspace straight away. If you are inside the 14 days and would rather keep access to the end of the month, cancel instead and tell us — we will not hold you to the earlier choice.

This policy is offered in addition to any rights you have under applicable consumer law, and nothing here limits or replaces them. If the law where you live gives you a stronger right to a refund, that right applies.

Nothing in this policy affects your right to a remedy where the Service has been mis-sold or has failed to work as described.

We may update this policy. The version that applies to you is the one published on the date your payment was taken, so a later change cannot remove a guarantee you already had. Material changes are announced in the product and the date below always reflects the current version.