Refund Policy

1. Overview

This Refund Policy applies to paid subscriptions and one-time purchases made through Powerduck Cloud (the "Service"). We want you to be satisfied with your purchase. If you are not, this policy explains your refund rights and how to exercise them.

All payments are processed by Paddle, which acts as the merchant of record for your purchase. Paddle is responsible for billing, invoicing, VAT/GST collection, and refund processing. Your payment statement will show a charge from "Paddle*" or "PADDLE.NET".

2. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all initial purchases of Powerduck Cloud subscriptions. If you are not satisfied with the Service for any reason, you may request a full refund within 30 calendar days of your initial purchase date.

This guarantee applies to your first subscription to each plan tier. It does not apply to subsequent renewals, additional purchases, or purchases made after the initial 30-day window has expired.

3. EU Consumer Right of Withdrawal

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU). This right applies in addition to, and does not replace, our 30-day money-back guarantee.

To exercise the right of withdrawal, you must inform us of your decision to withdraw by means of a clear statement (e.g., a letter sent by post, fax, or email). You may use the model withdrawal form provided below, but it is not mandatory.

Model Withdrawal Form:

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.

Important: By purchasing the Service, you acknowledge that the Service begins immediately upon purchase. You agree that the Service is fully performed once you have been granted access, and you expressly acknowledge that you lose your right of withdrawal once the Service has been fully performed. If you exercise your right of withdrawal after the Service has begun, you will be required to pay for any part of the Service that has been provided up to the time you notify us of withdrawal.

4. Eligibility

To be eligible for a refund under this policy:

• The request must be made within 30 days of the initial purchase date (or 14 days for EU withdrawal rights).
• The refund applies to the subscription fee paid for the current billing period.
• You must not have violated our Terms of Service.
• Accounts suspended or terminated for abuse, fraud, or policy violations are not eligible for a refund.
• Refunds are not available for purchases made using a free trial or promotional code, unless required by law.

5. How to Request a Refund

To request a refund, please contact our support team at contact@neatico.com with the following information:

• The email address associated with your account.
• The subscription plan and purchase date.
• The Paddle invoice or order number (found in your purchase confirmation email).
• A brief reason for the refund request (optional but appreciated).

We aim to respond to all refund requests within 2 business days. If your refund is approved, it will be processed by Paddle and credited to your original payment method.

6. Subscriptions & Renewals

6.1 Automatic Renewals

Subscriptions renew automatically at the end of each billing period. You may cancel at any time before the renewal date to prevent being charged for the next period. Cancellation does not provide a refund for the current billing period.

Refunds for renewal charges are handled at our discretion and are generally not provided unless the Service was unavailable for a significant portion of the billing period, or as required by applicable law.

6.2 Plan Upgrades

When you upgrade to a higher-tier plan, you will be charged the prorated difference for the remainder of your current billing period. Upgrade charges are not separately refundable but are covered under the 30-day guarantee if the initial purchase was within the window.

6.3 Plan Downgrades

Downgrades take effect at the next billing cycle. No partial refund is issued for the remainder of the current period at the higher tier.

7. Refund Processing Time

Once a refund is approved, it is processed immediately by Paddle. Depending on your bank or credit card issuer, it may take 5 to 10 business days for the refund to appear on your statement. Paddle will send you a confirmation email once the refund has been processed.

8. Exclusions

The following are not eligible for a refund:

• Renewal charges after the initial 30-day guarantee period.
• Purchases made more than 30 days ago (or 14 days for EU withdrawal).
• Accounts terminated for violation of our Terms of Service.
• Partial use of the Service during the billing period (unless the Service was unavailable).
• Purchases made using a free trial or promotional code, unless required by law.
• Any charges incurred from third-party services or add-ons.

9. Paddle as Merchant of Record

Paddle Ltd ("Paddle") is the merchant of record for all purchases made through the Service. This means:

• Paddle is responsible for processing your payment, issuing invoices, and collecting applicable taxes (VAT, GST, sales tax).
• Paddle is the seller of record and is responsible for handling refund requests in accordance with this policy and applicable consumer protection laws.
• Your payment statement will show a charge from "Paddle*" or "PADDLE.NET".
• For billing inquiries, you may contact Paddle directly at paddle.com/support or contact us at contact@neatico.com.

Paddle's privacy policy applies to the personal information Paddle collects in connection with processing your payment. For more information, see Paddle's Privacy Policy.

10. Contact

If you have any questions about this Refund Policy or wish to request a refund, please contact us at:

Powerduck Limited
Email: contact@neatico.com
Website: https://www.powerduck.com

We will respond to all refund requests and inquiries within 2 business days.