Refund Policy

1. Refund Eligibility

You are eligible for a full refund if:

• You request a refund within 14 days of your initial paid subscription
• You request a refund within 14 days of an annual plan renewal
• You experience significant service outages or technical issues that we cannot resolve

2. Non-Refundable Situations

Refunds are generally not provided for:

• Requests made after the 14-day guarantee period
• Monthly subscriptions after the current billing period has begun (you can cancel to prevent future charges)
• Partial months or unused portions of a subscription
• Accounts terminated for Terms of Service violations

3. How to Request a Refund

To request a refund:

• Email us at support@mail.sumidata.io with the subject line "Refund Request"
• Include your account email address
• Briefly explain the reason for your refund request (optional but helpful)

We aim to process refund requests within 3-5 business days.

4. Refund Processing

All refunds are processed through Paddle, our Merchant of Record. Once approved:

• Paddle will process the refund to your original payment method
• Credit card refunds typically appear within 5-10 business days
• PayPal refunds typically appear within 3-5 business days
• You will receive a confirmation email from Paddle

5. Cancellation vs. Refund

Cancellation: You can cancel your subscription at any time through your account settings. Your access will continue until the end of your current billing period, and you will not be charged again.

Refund: A refund returns money you've already paid. Refunds are subject to the eligibility criteria above.

6. Free Plan

The free plan (Maker tier) does not require payment and therefore is not subject to refunds. You can use the free plan indefinitely to evaluate Sumidata before upgrading.

7. Plan Downgrades

If you downgrade from a higher tier to a lower tier:

• The change takes effect at your next billing cycle
• No prorated refunds are provided for the difference
• You retain access to the higher tier features until the billing cycle ends

8. Exceptional Circumstances

We understand that exceptional circumstances may arise. If you have a unique situation not covered by this policy, please contact us. We review such requests on a case-by-case basis and will do our best to find a fair resolution.