Refund Policy

Last updated: September 2026

1. Payment Processing by Paddle (Merchant of Record)

All payments for capty.ai are processed by Paddle.com Market Limited ("Paddle"), 30 Old Bailey, London EC4M 7AU, United Kingdom (company number 8172165). Paddle acts as the Merchant of Record and is the legal seller of your subscription. Invoices, payment confirmations, and receipts are issued by Paddle.

By purchasing a capty subscription, you agree to Paddle's Buyer Terms. Paddle provides dedicated buyer support at paddle.com/help, which handles billing and payment method enquiries.

2. Who Decides on Refunds

Because Paddle is the legal seller, refunds are governed by Paddle's Refund Policy and the Paddle Buyer Terms as amended from time to time. Under those:

  • Transactions are generally non-refundable unless mandatory law provides otherwise.
  • Paddle may grant a refund at its own discretion where the request is submitted within 14 days of the transaction. Paddle reviews each case individually, taking into account the nature of the product, the reason for the request and usage to date. Submitting a request within that window does not create an entitlement to a refund.
  • Mandatory statutory rights are unaffected and take precedence (see Section 3).

capty cannot issue refunds itself and cannot make commitments on Paddle's behalf. We take your request, pass it to Paddle and help get it resolved.

3. Statutory Right of Withdrawal

According to Paddle, consumers in the EU/EEA, Switzerland and the United Kingdom have a 14-day statutory right to withdraw from certain digital content and service contracts. Under Paddle's policy:

  • The right covers one-off purchases and the first payment under a subscription.
  • It does not extend to subsequent renewal payments. Paddle provides an exception for annual subscriptions purchased in the United Kingdom.
  • Where a subscription includes a free trial, a fresh period of 14 calendar days begins when that trial ends.
  • The right does not apply to digital content that has started to be used where the withdrawal right was expressly waived beforehand.

capty is aimed at businesses — agencies, freelancers, marketing and communications teams. Traders do not have the statutory right of withdrawal described above; it is reserved for consumers. For business customers, Paddle's discretionary approach described in Section 2 therefore applies.

4. Billing Errors and Outages

Independently of Sections 2 and 3:

  • Duplicate charges or billing errors: if the same amount has been charged more than once or a technical billing error has occurred, contact us or Paddle directly. Billing sits with Paddle as Merchant of Record; we help get it corrected.
  • Extended outage: if capty was entirely unusable for more than 72 consecutive hours because of a fault on our side, we will review the period affected. In such cases capty may, at its own discretion, grant a pro-rata credit or an extension of the subscription. There is no entitlement to one; statutory warranty rights are unaffected.
  • Defective service: where the service is not as described or is faulty, statutory rights are unaffected.

Unused portions of a subscription period are not refunded.

5. Free Trial

The free trial converts automatically into a paid subscription when it ends, and the fee is charged at that point (clause 6 of the Terms). If the trial is cancelled before it ends, no payment arises and there is nothing to refund.

If the charge has already been made, Sections 2 and 3 apply to that first payment. For consumers, Paddle states that a fresh 14-day withdrawal period begins when the trial ends; for traders, Paddle's discretionary approach applies.

Important: when a trial is cancelled, the account and its content are deleted immediately once the trial period ends. Please export your content before the trial ends.

6. Cancellation

Subscriptions may be cancelled at any time via the account dashboard or by emailing hello@capty.ai. Cancellation takes effect at the end of the current billing period and prevents future charges. No cancellation fees apply. Subscription management — including payment method changes, invoices, and cancellation — is also available through the Paddle Billing Portal, accessible from account settings or the link in your payment confirmation.

7. Refund Requests

Refund requests should be sent to hello@capty.ai with the following details:

  • Name and email address of the Paddle account
  • Paddle order number (from the payment confirmation email)
  • For requests under Section 4: description of the circumstances and supporting evidence

Alternatively, you can contact Paddle Buyer Support directly at paddle.com/help. We typically process requests within 5 business days. Approved refunds are returned to the original payment method within 5–10 business days.

8. Chargebacks

Please contact us at hello@capty.ai before initiating a chargeback with your bank or card issuer. In many cases the matter can be resolved directly or through Paddle. Unjustified chargebacks are disputed by Paddle and can lead to the account being suspended. If you suspect an unauthorised charge, contact Paddle directly (paddle.net), as Paddle is responsible for this as Merchant of Record.

The statements about Paddle reflect Paddle's Refund Policy in its version of 31 March 2026, retrieved on 9 September 2026. The current version published by Paddle always prevails.

9. Contact

  • Email: hello@capty.ai
  • Paddle Buyer Support: paddle.com/help
  • Provider: Frömmgen/Wintjens GbR, KWL Büro 0.05, Lothringer Str. 38, 44805 Bochum, Germany