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Refund Policy

Effective date: [Effective Date] Last updated: [Effective Date]

This Refund Policy explains when and how you can request a refund for a paid CloudLine subscription. It complements Section 4 of our Terms of Service.

1. Plans and billing

CloudLine offers:

  • Starter — free; no payment, no refund situation
  • Pro — USD 19 / month or USD 180 / year (~21% annual discount)
  • Business — USD 79 / month or USD 780 / year (~18% annual discount)

Paid plans are sold and fulfilled by Paddle.com Market Ltd acting as our Merchant of Record (MoR). Paddle processes all payments, calculates and remits applicable VAT, issues invoices, and handles refund disbursement on our behalf.

Prices are exclusive of VAT; Paddle adds applicable tax at checkout based on your billing location.

2. 14-day right of withdrawal (EU and UK consumers)

Under the EU Consumer Rights Directive (2011/83/EU), the Digital Content Directive (2019/770/EU), and equivalent UK regulations, consumers resident in the EU or UK have the right to withdraw from a digital-service contract within 14 calendar days of purchase, without giving any reason.

The 14-day window starts on the day you complete payment for the subscription.

2.1 Effect of starting to use the Service

By checking the consent box during checkout — or by beginning to use a paid feature within the 14-day period — you expressly request that we begin performing the service immediately, and you acknowledge that:

  • Your right of withdrawal may be reduced or lost to the extent the law allows, in proportion to the service already delivered
  • We may retain a fair amount corresponding to the portion of the service already provided when calculating your refund

In practice, for monthly subscriptions cancelled within 14 days of first purchase we typically refund the full amount minus a pro-rated charge for days used; for annual subscriptions we refund the unused portion on a similar pro-rated basis.

2.2 How to exercise the right

Email us at [hello@cloudline.app] with:

  • The email address on your CloudLine account
  • The order ID from your Paddle invoice
  • A short note that you wish to withdraw

You may also state your withdrawal in writing using the standard EU model form set out in Annex I(B) of Directive 2011/83/EU.

3. Refunds outside the 14-day window

Outside the 14-day window, paid plans are non-refundable for unused time as a general rule.

We may, however, offer a discretionary pro-rated refund or service credit in exceptional cases, including:

  • Prolonged service outages clearly attributable to CloudLine, where a Service Level Agreement (if applicable to your plan) entitles you to credit
  • Duplicate, mistaken, or accidental charges
  • Material undisclosed plan changes affecting features you specifically subscribed for
  • Other circumstances we determine in good faith

To request a discretionary refund, email [hello@cloudline.app] within 30 days of the charge with the relevant details. We aim to acknowledge refund requests within five (5) business days and to communicate a decision within two weeks.

4. Cancellation vs refund

Cancelling your subscription stops future renewals — you keep access through the end of the current paid period. This is not the same as a refund: no money is returned for the remainder of the current period, but you also will not be billed again.

You may cancel at any time from your account settings (Billing → Manage subscription) or by emailing us. Cancellations take effect at the end of the current billing period.

If you also want a refund for the current period, you must request it explicitly under §2 (within 14 days of purchase) or §3 (exceptional circumstances).

5. Plan downgrades

If you downgrade from a paid plan to a lower plan (or to Starter), the change takes effect at the end of your current paid period. We do not refund the difference between plans for the remainder of the period.

If you downgrade from Business to Pro mid-cycle and your usage exceeds the new plan's limits at the period transition, certain bots may be paused — you will receive advance notice. Pausing does not delete your bot configuration; you can reactivate by upgrading again.

6. Failed payments and chargebacks

6.1 Failed payments

If a renewal payment fails (e.g. expired card), Paddle will retry according to its dunning policy and notify you by email. After the grace period, your paid features may be suspended and we may downgrade your account to Starter. This is not a refund situation — no money was charged.

6.2 Chargebacks

If you initiate a chargeback through your bank instead of contacting us, your account may be suspended pending resolution. We strongly prefer that you contact [hello@cloudline.app] first — most issues are resolved faster and more flexibly through direct contact than through your card issuer.

7. How refunds are processed

When a refund is approved:

  • Method — refunded to the original payment method via Paddle. We cannot refund to a different account or method.
  • Timing — Paddle processes the refund within a few business days; your bank may take additional time (typically 5-10 business days) to reflect it on your statement, depending on the card issuer.
  • Currency — refunded in the original purchase currency. The refund amount (full or pro-rated per §2 or §3) is calculated accordingly. Any currency conversion or foreign-exchange fees on your side are between you and your bank.
  • VAT — refunded together with the underlying charge; Paddle handles the tax-remittance reversal.

8. Beta features and previews

Features explicitly marked Beta, Preview, or Experimental are provided as-is and may be modified, restricted, or discontinued at any time without entitlement to refund. We will, however, take such status into account when assessing discretionary refund requests under §3.

9. Changes to this policy

We may update this Refund Policy from time to time. For material changes we will notify you by email (to the address on file) and post a prominent notice in the dashboard at least 14 days before the changes take effect. The "Last updated" date at the top of this page reflects the most recent revision.

10. Contact

  • Email: [hello@cloudline.app] — for refund requests, billing questions, and account issues
  • Postal: [postal address available on request]

Operator: [Founder Name], sole proprietor, [City], Hungary (EU).