Refund policy
This policy applies to purchases of the Rindo Team plan made through Paddle for the cloud service at app.rindo.io. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. The Paddle company for your purchase is named in its Buyer Terms and on your receipt. Product support stays with us at support@rindo.io.
Your rights come first. This policy adds to Paddle’s refund policy. Mandatory consumer rights, and any more favourable refund Paddle commits to, remain available. Nothing below limits a remedy for a faulty or misdescribed service or for an incorrect or unauthorised charge.
Cancelling
You can cancel Team at any time from Account → Billing → Manage billing, from the subscription link in your Paddle receipt, or through Paddle’s buyer support. Your subscription stays active until the end of the period you have already paid for, then your account returns to Free and Free quotas apply; nothing is archived. Cancelling stops future charges; it is not the same as asking for a refund. We do not refund the unused part of a period only because you cancelled, except under the promises below or where the law or Paddle’s terms say otherwise.
A first purchase
If Team is not what you expected, ask within 14 calendar days of your first payment and we arrange a full refund of that payment through Paddle, including any additional People charged on it. You do not have to show that you never used it. When the refund is approved we also cancel the subscription; paid access ends and Free quotas apply.
A renewal you forgot to cancel
Ask within 14 calendar days of a renewal, and if nobody has used the paid features since it was charged, we arrange a full refund of that renewal through Paddle and cancel the subscription. Opening Billing, cancelling, writing to support or exporting your data does not count as using the paid features.
Extra people
When the number of People on the Projects you own rises above what your plan includes, the additional People are added to your next bill in proportion to the time left in the period, or billed at once if a cancellation is already scheduled. When the number falls, a prorated adjustment appears on the next bill while the subscription continues; it is not a cash refund. While a cancellation is scheduled, decreases are not credited, and a deferred adjustment is not collected if the cancellation ends the subscription first. Charges for additional People that are part of a payment covered by one of the promises above are refunded with it.
Payments that failed
If a payment fails, Paddle retries it under its payment-recovery process; during that time the Projects you own take no new members or agent jobs. If it never clears, your billing is put on hold and the Projects you own become read-only until you update your payment method and resume; resuming starts and charges a new period. A failed attempt that collected no money creates nothing to refund. Your rights about money actually collected, or an incorrect charge, are not affected.
Consumers in the EEA and the UK
You may have a statutory right to withdraw within 14 days. Paying or signing in does not by itself waive it. Any request to start the Service at once, and any acknowledgement that affects a refund, must meet the law that applies to you. Our first-purchase refund above stays available on its own terms even if you began using Team. You can withdraw through Paddle’s facility, through Paddle’s buyer support, or by sending us a clear statement of your decision.
If we reduce paid functionality
If a material reduction of paid functionality takes effect during a period you have paid for, you may cancel and we arrange a proportionate refund of the affected unused period through Paddle.
If we end the paid Service
If we permanently discontinue the paid Service during a period you have paid for, or end it for convenience, we arrange a refund through Paddle for the unused prepaid part. Other remedies the law gives you remain available.
Taxes
A refund includes the tax charged on the refunded amount, as Paddle processes it; a partial refund carries a partial tax adjustment.
How to ask
Email support@rindo.io with the email address on the receipt and the transaction id from it. If you do not have the id, give us enough to find the payment; a missing id does not remove your rights. You can also contact Paddle’s buyer support directly. Never send a full card number or a password. Paddle returns the money by the original payment method where possible; we confirm the decision and the expected time. If you dispute a charge with your bank instead, you may contact us or Paddle to help resolve it, but doing so is not a condition of your rights; a dispute does not by itself close your Rindo account or delete your Projects.
Self-hosted and enterprise
The self-hosted kit is outside this policy. A separately negotiated cloud agreement overrides this policy only where it says so.