Refund Policy

Last Updated: 4 December 2025

This Refund Policy explains our policies regarding refunds, cancellations, and billing for CheckTick paid subscriptions.

1. Overview

CheckTick subscriptions are processed through Paddle, our payment processor and Merchant of Record. All payments are handled securely by Paddle, and refunds are subject to this policy and Paddle's Checkout Buyer Terms and Conditions.

1.1 Key Points

  • 14-day right to cancel for consumers on their initial subscription (see section 4.2)
  • We may grant refunds at our discretion beyond the 14-day period
  • Subscriptions can be cancelled at any time
  • You retain access until the end of your paid period after cancellation

2. Subscription Plans

2.1 Available Plans

CheckTick offers paid subscriptions for:

  • PRO Tier (monthly or annual billing)
  • Unlimited surveys
  • Up to 10 editors per survey

  • Community Support

  • ORGANIZATION Tier (monthly or annual billing)

  • All PRO features
  • Unlimited collaborators
  • Viewer roles

  • Priority support

  • ENTERPRISE Tier (custom pricing and contract)

  • All ORGANIZATION features
  • Custom branding
  • SSO/OIDC authentication
  • Dedicated support

2.2 Billing Cycle

  • Monthly subscriptions are billed every month on your subscription date
  • Annual subscriptions are billed once per year, offering a discount over monthly billing
  • All prices are in GBP (£) unless otherwise stated
  • Prices exclude applicable taxes (VAT, etc.) which are added at checkout

3. Cancellation Policy

3.1 How to Cancel

You can cancel your subscription at any time through:

  • Your Account Settings in CheckTick
  • The Paddle customer portal (link provided in your subscription emails)
  • Contacting our support team

3.2 Effect of Cancellation

When you cancel:

  • Your subscription will not automatically renew
  • You retain full access to paid features until the end of your current billing period
  • After your paid period ends, your account will be downgraded to FREE tier
  • Your surveys and data are not deleted, but will be subject to FREE tier limits

3.3 Downgrading

When downgrading from a paid tier to FREE:

  • You must have 3 or fewer surveys before downgrading is allowed
  • If you have more than 3 surveys, you must delete the excess surveys first
  • After downgrading, you are limited to 3 surveys maximum
  • Collaboration features are disabled
  • You cannot create new surveys until you are below the 3-survey limit

4. Refund Policy

4.1 General Refund Policy

We want you to be happy with CheckTick. If you're not satisfied, we may grant refunds at our discretion beyond the statutory 14-day period. Contact us at [email protected] to discuss your situation.

Refunds are processed through Paddle, our Merchant of Record. This does not affect your statutory rights as a consumer in relation to products which are not as described, faulty, or not fit for purpose.

4.2 Consumer Right to Cancel (14-Day Cooling Off Period)

If you are a consumer, you have the right to cancel your subscription within 14 days of your initial purchase without giving any reason. This is in accordance with Paddle's Checkout Buyer Terms.

How to exercise your right to cancel:

  • Contact Paddle at https://paddle.net/ before the 14-day period expires
  • Or contact us at [email protected]
  • To meet the cancellation deadline, you must send your cancellation request before the 14-day period expires

Effect of cancellation:

  • Paddle will reimburse all payments received from you
  • Reimbursement will be made within 14 days of Paddle being informed of your cancellation
  • The same payment method used for the original transaction will be used for the refund
  • No fees will be charged for the reimbursement

Important:

  • The right to cancel applies only to your initial subscription, not to automatic renewals
  • There are no refunds on unused subscription periods for renewals

4.3 Additional Refund Circumstances

Beyond the 14-day consumer right to cancel, we may provide refunds in these circumstances (at our and Paddle's discretion):

1. Service Unavailability

  • If the Service is unavailable for more than 72 consecutive hours due to our fault
  • Refund: Pro-rated amount for downtime exceeding 72 hours

2. Duplicate Charges

  • If you were charged multiple times for the same subscription period
  • Refund: Full refund of duplicate charges

3. Billing Errors

  • If you were charged incorrectly due to a system error
  • Refund: Amount of the incorrect charge

4. Technical Issues

  • If a critical bug prevents you from using core features for more than 7 days
  • Refund: Pro-rated amount for the affected period
  • Condition: Must be reported promptly and confirmed by our support team

4.4 Not Eligible for Refund

The following situations are not eligible for refunds:

  • Requests made after the 14-day cancellation period (for first-time subscribers)
  • Renewal charges (subscriptions that auto-renew) - see section 4.2
  • Unused portions of subscription periods
  • Account termination due to Terms of Service violations
  • Features not meeting your expectations (unless they are genuinely broken)
  • Your encryption keys being lost (this is your responsibility)
  • Third-party payment processor fees (charged by Paddle)
  • Wire transfer payments (see section 4.6)

4.5 Annual Subscriptions

For annual subscriptions:

  • 14-day consumer right to cancel applies to first-time subscribers only
  • After 14 days or once the service has been used, refunds are only available for service unavailability or technical issues
  • Pro-rated refunds may be considered for exceptional circumstances at our discretion

4.6 Wire Transfer Payments

Orders where payments are made via wire transfer are not protected under the Consumer Credit Act and are therefore not eligible for a refund through standard processes. However, for transactions above £100 (or equivalent), you may be entitled to a refund at Paddle's discretion.

5. How to Request a Refund

5.1 Request Process

To request a refund:

  1. Contact Support
  2. Email: [email protected]
  3. Include your account email and subscription details

  4. Explain the reason for your refund request

  5. Provide Information

  6. Transaction ID or receipt from Paddle
  7. Date of charge

  8. Description of the issue (if applicable)

  9. Review

  10. We will review your request within 5 business days

  11. We may request additional information to verify your claim

  12. Decision

  13. You will receive a decision via email
  14. Approved refunds are processed through Paddle

5.2 Processing Time

  • Approved refunds are typically processed within 5-10 business days
  • The refund will be returned to your original payment method
  • Bank processing times may vary (typically 3-10 business days after Paddle processes the refund)

6. Upgrades and Downgrades

6.1 Upgrading

When you upgrade from one tier to another:

  • The upgrade takes effect immediately
  • You are charged the difference for the remainder of the current billing period
  • Your next billing date remains the same
  • Example: Upgrading from PRO (£5/month) to Team Small (£25/month) on day 15 of 30 costs approximately £10

6.2 Downgrading

When you downgrade:

  • The downgrade takes effect at the end of your current billing period
  • You retain access to the higher tier until the period ends
  • You are not refunded for the unused portion of the higher tier
  • Your next charge will be at the lower tier rate

7. Failed Payments

7.1 Payment Retry

If a payment fails:

  • Paddle will automatically retry the payment several times
  • We will notify you via email
  • Your access to paid features may be suspended during this time

7.2 Access During Failed Payment

  • We provide a grace period (typically 7 days) after payment failure
  • After the grace period, your account may be downgraded to FREE tier
  • Once payment is resolved, your access is restored

7.3 Resolving Payment Issues

To resolve payment issues:

  • Update your payment method in the Paddle customer portal
  • Contact Paddle support: https://paddle.com/support
  • Contact us if you need assistance

8. Taxes and Fees

8.1 VAT and Sales Tax

  • Prices displayed at checkout include any applicable taxes (VAT, sales tax, etc.)
  • Tax rates depend on your billing location
  • Paddle handles all tax calculations and remittance

8.2 Transaction Fees

  • Paddle charges transaction fees (typically 5% + £0.50 per transaction)
  • These fees are included in the displayed price
  • Transaction fees are not refundable even if a refund is granted

9. Enterprise Contracts

9.1 Custom Terms

ENTERPRISE tier subscriptions may have custom refund terms specified in your contract. These custom terms take precedence over this general Refund Policy.

9.2 Contact for Enterprise

For enterprise refund inquiries, please contact your account manager or our enterprise support team.

10. Chargebacks

10.1 Dispute Process

In accordance with Paddle's Checkout Buyer Terms, you agree to contact Paddle prior to raising a request for a chargeback or any dispute with your bank or card issuer.

If you dispute a charge with your bank or credit card company (chargeback):

  • Your account will be immediately suspended
  • Paddle will provide evidence of the transaction to refute invalid chargeback requests
  • If you make a card payment and later dispute a legitimate charge without merit or legitimate reason, Paddle reserves the right to prohibit you from using their services
  • If the chargeback is upheld, your account may be permanently closed
  • Chargeback fees may be charged to your account

10.2 Avoiding Chargebacks

Please contact us before initiating a chargeback. Most issues can be resolved through our support team and refund process.

11. Free Tier

The FREE tier is provided at no cost and does not involve any payments or refunds.

12. Changes to This Policy

We may update this Refund Policy from time to time. We will:

  • Update the "Last Updated" date at the top
  • Notify you of material changes via email
  • Give you reasonable time to review changes

Changes do not apply retroactively to refund requests made before the change.

13. Contact Us

For refund requests or questions about this policy:

14. Dispute Resolution

If you are not satisfied with our response to a refund request:

  1. Internal Review: Request an escalation to a senior team member
  2. Payment Processor: Contact Paddle directly at https://paddle.com/support
  3. Legal Options: See the Dispute Resolution section in our Terms of Service

15. Fair Usage

We reserve the right to deny refund requests that appear to be:

  • Abuse of the refund policy (repeated refund requests)
  • Fraudulent activity
  • Violations of our Terms of Service

Last Updated: 4 December 2025

We strive to be fair and transparent with our refund policy. This policy is aligned with Paddle's Checkout Buyer Terms and Conditions. If you have any questions or concerns, please don't hesitate to contact us. We're here to help!