The 14-day guarantee
Your first payment for a plan, and your first payment for each add-on module, is fully refundable for 14 days from the date of that charge. You do not need to give a reason. This applies to monthly and annual purchases alike. What a refund does to the rest of your subscription is set out below.
One exception. This guarantee does not apply to an account we have terminated for breach of the terms — licence sharing, circumventing the access controls, or abusing the free trial. Section 19 of the terms sets that out.
You should not need this. Every account starts with a 14-day free trial of the whole platform, with no card and nothing to cancel. That is the right way to decide whether the tool fits your work — this policy is here for the times something else goes wrong: a duplicate charge, the wrong plan, a renewal you meant to stop, or a purchase you simply changed your mind about.
How to ask
Email info@trestlepath.com from the address on your account, or reply to your Paddle receipt. Tell us the email you registered with; we do not need an explanation. We aim to answer within one business day.
Payments made through our website checkout are processed by Paddle, the merchant of record, so the refund is issued by Paddle to the original payment method. Once approved it usually appears within 5 to 10 business days, depending on your bank or card issuer. A licence we invoiced directly is refunded by us.
What happens at each point
| Situation | What you get |
|---|---|
| Within 14 days of your first charge | Full refund, no reason needed. Your subscription ends when the refund is issued |
| Within 14 days of first buying an add-on | Full refund of that add-on. We remove the add-on; the rest of your subscription carries on |
| Within 14 days of moving up to a higher plan | Full refund of the upgrade charge. We put your plan back to the one you had; the rest of your subscription carries on |
| A renewal, monthly or annual | Not refundable as a matter of course, but see below — cancel any time to stop the next one |
| You cancel mid-period | No partial refund; access continues to the end of the period you paid for |
| You remove an add-on | It stays available until the end of the current period, then stops. No partial refund |
| You move up to Expert while paying for add-ons separately | Expert includes every add-on, so they are removed, with a pro-rata credit for the unused part of the period |
| A free trial | Nothing to refund — trials are not charged |
| A payment not made through our website (or for a combination we do not sell) | It does not renew or charge you again. Within one business day we refund it in full, or set it up by hand if it matches a plan we sell and it is what you meant to buy |
| A second subscription paid for an account that already has one | It opens nothing extra and does not renew. Within one business day we refund it in full |
| A chargeback | Your subscription ends automatically — see Chargebacks below |
| We suspend your account for breach | No refund |
What a refund does to your subscription
A full refund of the payment that started your subscription ends it. This happens automatically when the refund is issued: the subscription is cancelled, and access ends with it.
Any other refund leaves your subscription running. That covers an add-on bought later, the charge for moving up to a higher plan, a renewal, and any partial refund. A person deals with each one: we remove the refunded add-on, or put your plan back to the one you had, and the rest of your subscription carries on. If you would rather stop the subscription altogether, say so when you ask and we will cancel it for you.
A chargeback ends your subscription automatically — see Chargebacks below.
Renewals
Subscriptions renew automatically, and Paddle emails you a receipt every time. A renewal is not automatically refundable — but if one catches you out, tell us. If you had genuinely stopped using the service and simply forgot to cancel, we will normally refund a renewal charged within the last 30 days, and cancel the subscription for you. We would rather do that than argue about it.
To avoid it entirely, cancel before the renewal date. You keep everything you have paid for until the period ends.
If something is broken
The 14-day window is a convenience, not the limit of your rights. If the service does not do what we said it does, or a defect stops you using what you paid for, tell us at any point — we will fix it, or refund you, regardless of how long you have been subscribed.
Your statutory rights
Nothing in this policy affects rights you have under consumer law where you live, including any statutory right of withdrawal. Where any such right gives you more than this policy does, that right applies and the law wins.
Because Paddle is the merchant of record for purchases through our website checkout, Paddle applies the statutory cancellation right of your own country to the transaction. At the time of writing that is 14 days in the European Economic Area, the United Kingdom and Switzerland, and 7 days in Canada, among others. Our 14-day policy is set to match the longest of those, so that the page you are reading never promises you less than you are actually entitled to.
Chargebacks
If something has gone wrong, please email us before raising a chargeback with your bank. A chargeback costs us a fee and takes months to resolve, and we can almost always sort it out the same day.
A chargeback ends your subscription automatically. As soon as Paddle tells us a payment has been charged back, the subscription is cancelled and access ends; this is done by software, not decided by a person. If the dispute is later resolved in our favour, write to us and we can restore your access.