Refund Policy

1. Scope

This Refund Policy explains when and how you can receive a refund for paid subscriptions to AHA REVIEW ("the Service"). It applies to the paid Pro plan, whatever number of Pros your subscription includes (the Free plan involves no payment). It supplements, and is incorporated by reference into, our Terms of Service.

We aim to be honest about what we will and will not refund. Where the policy below conflicts with mandatory consumer-protection law in your jurisdiction, the mandatory law prevails.

2. Merchant of record — Paddle

Subscriptions to AHA REVIEW are sold and billed by Paddle.com Market Ltd ("Paddle"), acting as our Merchant of Record. Paddle is the seller on your invoice, collects payment, handles sales tax and VAT where applicable, and processes refunds on our authorisation.

• Your card or wallet data is collected and stored by Paddle — we never see or store your card number, CVC, or full payment instrument.
• Refunds are returned to the original payment method used for the purchase. Paddle controls the timing once the refund is initiated.
• For receipts, invoices, and tax documents, see your Paddle order confirmation email (sender: [email protected]) or the Paddle customer portal linked from that email.

3. Pro subscription (monthly)

• Cancel any time. You can cancel your Pro subscription at any time from Settings → Billing inside the dashboard or by emailing [email protected]. Cancellation takes effect at the end of the current billing period — you keep full Pro access until the period ends and you are not charged again. After that, your account continues on the Free plan.
• 14-day first-charge refund. If you request a refund within 14 days of your first paid Pro charge, that charge is refunded in full. Email support with your account email and the Paddle order ID.
• After 14 days — refund on request. For any other Pro charge, an approved refund is the amount paid minus the portion already used and the payment-processor (Paddle) fees and handling costs (see the note near the top of this page). If you only cancel, you keep access through the end of the billing period you have already paid for.
• Changing the number of Pros. If you add Pros mid-month, you pay only for the remaining part of the current month, and that month’s quotas for the added Pros are granted in the same proportion. If you reduce the number of Pros, the change applies from your next billing date; we do not issue mid-cycle partial refunds for reductions.
• Usage limit. Accounts that have consumed more than 50% of the plan’s quota are not eligible for a refund (see §5).

4. Enterprise contracts (more than 100 locations)

Custom enterprise or franchise contracts for accounts with more than 100 locations (individually signed agreements) follow the refund terms in the individual contract, which override this page where there is a conflict. If the contract is silent on refunds, the rules in §3 apply.

5. When we cannot refund

To be transparent, the following are not refundable:

• Periods already used. Any monthly billing period that has fully elapsed before you requested cancellation.
• Heavy usage. Subscriptions where the account has consumed more than 50% of the plan’s monthly quota before the refund request.
• Termination for breach. Subscriptions terminated by us for violation of the Terms of Service (e.g., review-gating, fraudulent removal reports, account abuse). Fees already paid in this case are forfeit.
• Disconnect ≠ refund. Disconnecting your Google Business Profile from the Service does not, by itself, trigger a refund — you must cancel the subscription as well.
• Reseller / promotional codes. Where a third party resold or discounted the subscription, refund eligibility may be subject to that party's terms.

6. How to request a refund

1. Email [email protected] from the email address on your account.
2. Include:
   • your Paddle order ID (look in your receipt email from [email protected]),
   • the date of the charge you want refunded,
   • a brief reason — we use this to improve the product, not to gate the refund.
3. We acknowledge within 2 business days and respond with a decision within 5 business days.
4. If the refund is approved, we authorise Paddle to process it. You will receive a separate confirmation email from Paddle when the refund is issued. Refunds granted after the 14-day window are issued minus the portion already used and the payment-processor (Paddle) fees and handling costs; mandatory 14-day full refunds are not reduced.

7. Processing time

Once Paddle issues the refund, the funds typically land on your statement within 5–10 business days, depending on your card network and bank. International transactions and currency conversion may take longer. If 14 business days pass without the refund appearing, contact us and we will follow up with Paddle on your behalf.

8. Chargebacks and disputes

If you believe a charge is incorrect, please contact us first — the fastest path to a resolution is a refund processed through Paddle on our authorisation. Opening a chargeback with your bank instead of contacting support may delay the refund and, in cases of clearly improper chargebacks (e.g., successfully delivered subscription disputed without first contacting us), may result in suspension of the account pending resolution.

9. Taxes

Sales tax, VAT, GST, and similar consumption taxes are determined and collected by Paddle as Merchant of Record based on your billing location. Our listed prices already include these taxes: Paddle accounts for the tax within the price, so nothing is added on top at checkout. When we refund a subscription, the corresponding tax portion is refunded automatically by Paddle.

10. Changes to this policy

We may update this Refund Policy when our practices change. The new version becomes effective when posted on this page, with a fresh "Last updated" date. Refund requests for charges made before a change will be evaluated under the policy in effect on the charge date. Material changes are emailed to active subscribers at least 14 days before they take effect.

11. Contact

Refund requests, billing questions, and disputes: [email protected]

For invoice or tax document questions handled by Paddle directly, reply to your Paddle receipt email or use the Paddle customer portal link in that email.