Decap Turbo — Refund Policy

1. Free plan

The Free plan has no payment associated with it, so there’s nothing to refund.

2. Paid plans and add-ons

Pro and Enterprise plans, along with any add-ons, are billed via Paddle.com, our reseller and merchant of record for all purchases. Paddle handles billing, taxes, and refunds for every transaction.

3. Refund policy

Refunds are handled by Paddle under Paddle’s Refund Policy. Paddle is the merchant of record, so Paddle determines refund eligibility and processes refunds directly; we don’t add conditions or a review step of our own on top of that policy, and we don’t withhold a refund Paddle has decided to give.

Your statutory rights are separate and come first. If you are a consumer in the EU/EEA or UK, you have a statutory right of withdrawal — 14 days from entering the contract, under the EU Consumer Rights Directive (2011/83/EU) and its national implementations, and comparable UK rules. That right exists by law. It is not something Paddle, or we, grant at our discretion, and nothing on this page or in Paddle’s policy takes it away. Paddle’s Buyer Terms carry it, which is why the practical route below works — but the right is yours regardless of what any policy document says.

Access begins immediately, and that matters for the 14 days. A paid plan starts working the moment you subscribe — the sites, seats and add-ons are there straight away, not after a waiting period. Under the Consumer Rights Directive that interacts with the withdrawal right: a consumer who expressly asks for supply to begin during the 14 days and acknowledges that doing so may cost them the right to withdraw can lose that right once supply has begun (Article 16 of the Directive). Whether that request and that acknowledgement were actually put to you is a question about the checkout — and the checkout is Paddle’s, because Paddle is the seller of record, so that step sits with them rather than anywhere on our side. If neither was put to you, the right is not lost. If you are not sure what you agreed to at checkout, contact us and we will help you establish it with Paddle.

Statutory consumer rights also cover the case where the Service isn’t supplied as described: see section 14.1 of our Terms of Service.

If you believe you are entitled to a refund and Paddle’s process hasn’t given you one, contact us. We can’t process the payment ourselves, but we will take it up with Paddle on your behalf rather than treat their decision as the end of it.

4. How to request a refund

Request a refund directly through Paddle.net or by contacting Paddle support, which handles the transaction as merchant of record. You can also reach us via our contact page if you need help locating your transaction, and we’ll point you to the right place.

5. Downgrades, add-on changes and cancellations

Cancelling, or moving from Pro down to Free, takes effect at the end of your current billing period. You keep Pro until then; there is no mid-cycle proration and no partial refund of the period you already paid for, because you keep the service for all of it. Any refund of the current period is a matter for Paddle’s Refund Policy above. You can undo a scheduled cancellation from your billing page any time before the period ends.

There is one exception to that, and it is not this section’s to give: if you are leaving because we changed the terms in a way that is materially adverse to you, section 15 of the Terms of Service says you will not be charged for a period you did not want, and the unused remainder is refunded. The rule above is about a cancellation you chose while the deal stayed the same.

Changing an add-on quantity — adding or removing an extra site, extra seat, advanced roles, or priority support — works differently: it takes effect immediately and is prorated immediately. Adding one mid-cycle charges you only for the part of the period that remains. Removing one credits you for the part you no longer use, applied by Paddle against your account. Your billing page previews the exact amount before you confirm it, and the amount previewed is the amount charged.

While a trial is running, there is nothing to prorate against. A trial is not on a billing cycle, so an add-on changed during one takes effect immediately and costs nothing at the time; it is then billed in full on your first invoice after the trial ends. The paragraph above describes a subscription that has already started billing.

Deleting an organization is a third case, and it behaves like neither of the two above: it ends the subscription immediately, not at the end of the period. The organization itself is being destroyed — its sites, its content, its members and its settings all go with it — so there is no remainder of the period left to serve, and nothing there to keep billing for.

That is deliberate, and it is what makes deletion an act rather than a request. Because the subscription ends with the organization instead of a month later, a deletion completes at once — including a deletion you ask for in order to have your data erased, which would otherwise sit waiting out a billing period before anything could happen.

The trade-off is that deleting mid-period can leave you having paid for time you no longer get. If that leaves a meaningful unused amount, we will refund it pro rata through Paddle. Today, asking is what starts it: contact us and we will arrange it. If we later make it automatic, the entitlement is exactly the same one — you would simply stop having to ask. We don’t set a threshold for “meaningful”; ask, and we will look at it.

So the short version: plan downgrades are not prorated, add-on changes are, and deleting an organization ends the subscription on the spot. A plan downgrade keeps what you paid for until the period ends; an add-on change adjusts the bill immediately; a deletion stops the billing immediately and leaves the unused remainder to be refunded on request.

6. Contact

Questions about a charge or this policy? Contact us.