Refund Policy

Summary

You can request a refund within 14 days of a subscription payment, including prorated upgrade charges, unless more than 20% of the documents included in that period have been used. If more of them have been used, we decide case by case. This applies to the first payment for a plan and to every renewal, monthly or annual. Overage (usage) charges are refunded only when they result from a billing error. There are no pro-rata refunds: after the 14-day window, fees already paid are not refunded, in whole or in part, in any case.

Who processes refunds

Paddle.com is our Merchant of Record: Paddle sold you the subscription, took the payment and issued the invoice, so Paddle also issues refunds. The money goes back to the payment method you paid with. How long it takes to appear depends on your bank or card provider, usually a few business days.

How to request a refund

Within 14 days of the payment, either:

• through Paddle: go to paddle.net, look up your order with the email address on your receipt, and request a refund there; or
• by contacting support: email [email protected] from the email address of your CastPDF account, with the date of the payment or the order number from Paddle's receipt.

You do not have to give a reason, although it helps us improve.

What a refund changes

• After a full refund of a subscription payment, we may cancel the subscription it paid for (you can also cancel it yourself in the dashboard); your workspace then moves to the Free plan. Your templates are kept.
• There are no pro-rata refunds: after the 14-day window, fees already paid are not refunded, in whole or in part, in any case. You can cancel at any time to stop future renewals; your plan keeps working until the end of the period you paid for.
• Downgrades take effect at the next renewal, so they create no partial refund.

Notice of changes and closure

We give you at least 30 days' notice by email before:

• a price increase applies to your subscription;
• a change to the Terms that is materially to your disadvantage takes effect;
• we close the Service.

You may cancel before the change takes effect. Your subscription then ends at the end of the period you have already paid for. Fees already paid are not refunded. If we close the Service, billing continues normally until the closure date, and no renewal is charged for a period that would start after the closure date.

When we end your account

• If we suspend or end your account because you breached these Terms or the Acceptable Use Policy, fees already paid are not refunded.
• We may also end these Terms without cause by giving you at least 30 days' notice. No further renewal is charged after that notice, and fees already paid are not refunded.
• If you end the Service because you object to a new subprocessor under the Data Processing Agreement, fees already paid are not refunded.

Overage already used is still due in every case.

Overage charges

Overage charges are usage-based: they pay for documents you have already generated beyond your plan's included documents, and they are billed after the period in which they were used. They are therefore not covered by the 14-day window.

If you believe an overage charge is wrong, for example because documents were counted that should not have been, email [email protected]. When a charge is the result of a billing error, we refund the difference. Overage charges are not otherwise refunded. The spending cap in the dashboard limits the overage a period can cost: see the Terms of Service.

Chargebacks

Please contact us or Paddle before disputing a payment with your bank: a refund is faster than a chargeback. If a chargeback is opened, Paddle handles the dispute. While it is open we may suspend paid features of the account, and if the dispute is decided in our favour the amount remains due.

Your statutory rights

This policy does not limit rights you have under the law of your country, for example as a consumer. Paddle's buyer terms, which apply to the purchase, describe any additional rights you have towards Paddle.

Changes

We may update this policy; the "Last updated" date above shows the latest version. A change never applies to a payment made before it.

Contact

Refunds and billing questions: [email protected]. Payments and invoices: Paddle's buyer support at paddle.net.