This page says when you get your money back and when you do not. In short: we charge nothing during the 14 day trial, so you can try the whole service before paying. After you cancel, access runs to the end of the period you paid for, and we do not refund the remainder. If something broke or we charged you by mistake, we put it right.
stmpr subscriptions are sold by Paddle.com Market Ltd. as reseller and merchant of record. Your invoice comes from Paddle, and Paddle is the name that appears on your card statement.
In practice we start a refund and Paddle carries it out. You can write to us at [email protected], or contact Paddle buyer support at paddle.net. Both routes reach the same place; writing to us is usually faster.
Every paid plan starts with a 14 day free trial. We take your card details at signup, but we do not charge you during the trial.
The first charge is on day 15, and it then repeats on the cycle you chose. We show the exact date before you pay, and it is in your confirmation email.
Cancel before day 15 and the charge never happens. There is nothing to refund because you never paid. This is the simplest way to avoid needing a refund at all: the trial exists so you can decide before spending anything.
You can cancel at any time from your dashboard, in one click, with no notice period and no reason required.
Cancellation takes effect at the end of the period you have paid for. Until then everything keeps working and your customers' cards keep working. We do not cut off a service you have already paid for.
We do not refund a pro rata share of the unused remainder, on monthly or annual plans. That is because cancelling does not end the service: it stays available to you until the period runs out.
When the period ends, the workspace returns to the free plan. Nothing is deleted: your loyalty cards, your customers and your history all stay. Only the features the free plan does not include are switched off, and you cannot create new items beyond its limits.
We put these right whether or not you ask, and if we missed it, telling us is enough:
Duplicate or mistaken charges. If we charged the same period twice, or charged a subscription you had already cancelled, we refund it in full.
A charge after cancellation. If you cancelled in time and we still took the money, we refund it.
A prolonged outage that was our fault. If the service was unavailable for an extended period because of us, we credit or refund that time pro rata.
An unauthorised charge. If you did not start the payment, tell us and we will investigate.
Within 14 days of your first charge. If the trial ended, billing started, and it turns out the product is not for you, write to us within 14 days of that first charge. If you have not made real use of the service in that time, we will refund it case by case. It is not an automatic right, but it is not a rare exception either: people who ask, we settle with.
A period already started and used, simply because you changed your mind. That is what the trial is for.
The remaining months of an annual subscription after cancellation. The annual fee is invoiced once, up front, and in exchange it costs less than twelve monthly payments. Cancelling stops the next renewal.
A missing feature we never promised, or one the pricing page and the knowledge base both state is available on a higher plan.
An outage at a third party outside our control. How Apple Wallet and Google Wallet behave, for instance, is decided on those platforms.
Annual plans get the same 14 day trial, with no charge during it.
On day 15 we charge the full year in one payment. We state this clearly before you pay, not in small print.
If you cancel, access runs to the anniversary date and does not renew for another year. There is no pro rata refund of the remaining months, apart from the cases listed in section 4.
Write to [email protected]. It helps if you include the email address on the account, the date and amount of the charge, and the invoice or transaction id Paddle sent you.
We reply within five working days. If we approve it, Paddle issues the refund to the same payment method you paid with. How quickly it appears depends on your bank, typically 5-10 working days.
You do not have to justify a refund request, but if you tell us what was missing, we learn from it.
If something looks wrong with a charge, please write to us first. Most disputed charges are misunderstandings: a forgotten trial, a subscription a colleague started, or the Paddle name on a statement that was not recognised.
A dispute raised through your bank (a chargeback) takes weeks, and while it runs we have to suspend the subscription on the account. By email the same thing is usually settled within a day.
stmpr is provided to businesses. Where mandatory consumer law nonetheless applies to a purchase, including any right of withdrawal, that law takes precedence over this policy and nothing here limits it.
Paddle, as merchant of record, also operates its own buyer support and refund process. If we cannot resolve something between us, you can go to them directly.
If we change this policy, the new version appears on this page with the date it was updated. The version that applies to your subscription is the one in force on the day you bought it.
Questions go to [email protected]. The service is provided by Leimeter Roland e.v..
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