Refund Policy
Effective date:
This policy explains what happens to your money if you cancel a CalibDue subscription, ask for a refund, or change your mind. It is written to be read once and understood, so there is a plain summary first and the detail after it.
Summary
- There is a 14-day free trial with no credit card. That is deliberately what we offer instead of a money-back guarantee — try the product before you pay, not after.
- You can cancel at any time and keep full access until the end of the period you have already paid for.
- We do not refund part-used billing periods. Cancel mid-month and the month you paid for still runs to its end.
- Purchases are processed by Paddle as merchant of record. Paddle's own buyer terms apply to the transaction, and your statutory rights are not affected by anything on this page.
1. Who you are buying from
CalibDue subscriptions are sold through Paddle, acting as the merchant of record. In practice this means Paddle — not CalibDue — is the seller of record for the transaction: Paddle takes the payment, handles sales tax and VAT where they apply, issues the invoice or receipt, and is the name you will see on your card or bank statement rather than "CalibDue". If a charge appears that you do not recognise, that is why.
Because Paddle is the merchant of record, Paddle's own buyer terms govern the purchase transaction itself. Those terms are published by Paddle at Paddle's buyer terms, and Paddle operates a buyer support portal at paddle.net where you can look up a payment, manage or cancel a subscription, and contact Paddle directly.
Nothing in this policy overrides Paddle's buyer terms or limits any right you have under them. Where this policy and Paddle's terms differ on the transaction, Paddle's terms apply. Paddle may also issue a refund on its own initiative — for example to comply with the law or with card-scheme rules — and this policy does not restrict its ability to do so.
2. The free trial, and why it replaces a money-back guarantee
Every new lab starts on a 14-day free trial. No credit card is requested to start it, so there is no charge to reverse and nothing to cancel if you decide CalibDue is not for you.
We would rather you evaluate the product properly before paying than pay first and rely on a refund window afterwards. During the trial you can enter real instruments, attach real certificates, and generate a real audit export — which tells you far more about whether the product fits your laboratory than a guarantee ever would. That is the honest reason this policy is not generous about refunds after the fact: the risk-free evaluation happens up front instead.
If the trial ends and you do not subscribe, your lab becomes read-only. Everything you recorded stays visible and an administrator can still generate the audit export; you simply cannot record new work until you subscribe. Your records are kept, and nothing is deleted automatically. No refund question arises, because you were never charged.
3. Cancellation
You may cancel at any time, for any reason, and you do not have to tell us why. On cancellation:
- You keep access until the end of the period you have paid for. We do not cut service off on the day you cancel.
- You are not billed again. The subscription does not renew at the end of that period.
- Your data stays. After the paid period ends the lab becomes read-only rather than closed — records remain visible and exportable by an administrator. We do not delete a laboratory's records automatically, and there is no countdown after which they are erased.
You can cancel through Paddle's buyer portal at paddle.net, using the link on your receipt, or by emailing contact@calibdue.com and asking us to do it. Asking us is enough — we will not require you to find a particular button.
4. Part-used billing periods
We do not refund or pro-rate a billing period that has already started. If you cancel eight days into a month you have paid for, that month runs to its end and is not refunded in part. This is the same in both directions: we do not charge you for a period you did not use, and we do not refund a period you did.
Because CalibDue is billed monthly, the most that is ever at stake in a part-used period is a single month.
5. When we will refund
The cases below are ones we consider straightforwardly our problem rather than a change of mind, and we will arrange a refund:
- Duplicate or repeated charges — you were billed more than once for the same period.
- Billing after cancellation — you cancelled and were charged for a period beginning after that cancellation took effect.
- An unauthorised charge — the payment was not made by you or by anyone entitled to use the payment method.
- We could not deliver the service — a fault on our side made CalibDue substantially unusable for a meaningful part of a period you paid for, and we could not put it right.
Outside those cases, and outside any right you have by law or under Paddle's buyer terms, refunds are at our discretion. We would rather say that plainly than publish a guarantee we then argue our way out of. If your situation is not on the list, write to us anyway and tell us what happened — we read it, and we will not hide behind this paragraph.
6. How to request a refund
You can start from either end, and both routes work:
- Ask us. Email contact@calibdue.com. Please include the email address on the account, the approximate date of the charge, and the amount — that is enough for us to find it. You do not need an invoice number.
- Ask Paddle. As merchant of record, Paddle can be contacted directly through its buyer portal at paddle.net, using your payment reference or the receipt Paddle sent you.
How long a decision takes. We aim to respond to a refund request within five business days, and to tell you our decision in that first reply wherever we can rather than opening a queue. If we need more information from you, we will ask for it in that reply.
If a refund is agreed, Paddle issues it to the original payment method, because Paddle took the payment. How long it then takes to appear on your statement is set by Paddle and your bank or card issuer rather than by us, so we will not promise a date for that part — but we will tell you once the refund has been issued.
7. Chargebacks
If you believe a charge is wrong, please contact us or Paddle before raising a chargeback with your bank. It is almost always faster, and a chargeback can suspend the account automatically while it is investigated — which for a laboratory means losing access to its own records at the least convenient moment. We are not trying to discourage you from using a right you have; we would just rather fix it directly.
8. Your statutory rights
Nothing in this policy removes, limits, or replaces any right you have under the law that applies to you. Consumer protection law in some countries gives buyers of digital services a statutory cancellation or withdrawal right that exists independently of any seller's policy, and where such a right applies to you, it applies regardless of what this page says. If a term of this policy conflicts with a right you have by law, the law wins and the rest of this policy continues to apply.
As the merchant of record, Paddle also has obligations to you under the law that applies to the transaction. Contacting either of us preserves whatever rights you have; you do not lose anything by asking us first.
9. Price changes
If we change the price of a subscription, we will tell you before the change affects you, and you may cancel rather than accept it — in which case the cancellation terms in section 3 apply. A price change is not by itself a reason for a refund of a period already paid for at the old price.
10. Changes to this policy
We may update this policy. The "Effective date" at the top of the page reflects the most recent change, and the version in force when you were charged is the one that applies to that charge. For material changes we will email current subscribers.
11. Contact
Questions about this policy, a charge, or a refund: contact@calibdue.com. A person reads that address.
This policy covers subscriptions to the CalibDue application. It sits alongside our terms of service and privacy policy, and alongside Paddle's buyer terms, which govern the purchase transaction itself including tax, refunds and chargebacks. Current pricing is on the pricing page.