Refund policy
This policy explains the free trial, cancelling, and when money is paid back for a PineMetric subscription. It is part of our Terms of service (section 6). PineMetric is sold to organisations, not to consumers.
1. Who takes your payment
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders: it takes the payment, charges the right sales tax, VAT or GST, issues the invoice, and makes every refund. Paddle's own refund policy and buyer terms also apply; where they, or the law where you are, give you more than this page does, you get the more generous right.
2. The free trial
Every self-serve plan starts with a 7-day free trial, once per organisation. A card is needed to start it, but nothing is charged during the trial. We email your administrators two days before it ends and on the last day. Cancel from Billing before the trial ends and you pay nothing at all.
3. Cancelling
You can cancel at any time from Billing in PineMetric, or from the link in any Paddle receipt. The subscription stops renewing, the service carries on until the end of the month or year already paid for, and nothing more is charged. Your data stays readable and exportable; see the Terms for how long we keep it.
4. Refunds
We refund in full:
- a charge taken in error — for example a duplicate charge, or a renewal taken after you had cancelled;
- the unused part of a period already paid for, if we end the service or your agreement without cause.
Otherwise, fees for a period that has started are not refunded, because the trial lets you try PineMetric before paying. This never limits a refund that the law where you are requires.
Refunds include the tax charged with them and go back to the card or account that paid, through Paddle. They usually appear within 5–10 business days, depending on your bank.
5. Changing plans
An upgrade applies at once and is charged pro rata for the rest of the period. A downgrade also applies at once, as long as your users and regions fit the smaller plan; the unused amount of the larger plan is credited against your next invoices rather than paid out.
6. How to ask
Write to [email protected] within 30 days of the charge, with your organisation's name and the order or invoice number from the Paddle receipt. We reply within five business days. You can also contact Paddle directly at paddle.net.