You can cancel at any time and keep access through the current paid billing period. Payments are generally non-refundable after service has been supplied, except where law requires a refund, the charge is incorrect, or Paddle approves the request under its buyer policy.
1. Merchant of record
Paddle is the authorized reseller and merchant of record for paid Captionate transactions. Paddle handles checkout, payment collection, invoices, applicable tax, and payment refunds. Your bank or card statement may show Paddle rather than Captionate.
Purchases are also subject to Paddle’s Buyer Terms and Refund Policy. If this Policy conflicts with a mandatory consumer right or a refund Paddle is legally required to provide, the mandatory rule applies.
2. Canceling a subscription
You may cancel at any time using the subscription-management link provided in your Paddle receipt or buyer portal, or by contacting support@captionate.app.
Unless law requires otherwise:
- cancellation stops the next automatic renewal;
- your paid plan remains active until the end of the current billing period;
- you may use remaining credits from that billing cycle until it ends; and
- unused monthly credits expire at the end of the cycle and are not converted to cash or carried over.
Cancel before the renewal date shown in your receipt or account billing information. A cancellation request received after renewal may not automatically reverse the new charge.
3. When a refund may be available
Subscription payments are generally non-refundable once the service and monthly credit allowance have been made available. We or Paddle may nevertheless approve a full or partial refund when:
- applicable law gives you a cancellation, withdrawal, or refund right;
- you were charged twice for the same purchase or the amount was incorrect;
- a purchase was unauthorized and verified through Paddle’s fraud and payment process;
- a material technical defect caused the paid service to be unavailable and we could not resolve it within a reasonable time; or
- Paddle grants a discretionary refund under its then-current buyer refund policy.
Approval is based on the purchase date, location, service access, credits used, reason for the request, and applicable law. Nothing here guarantees a discretionary refund.
4. Mandatory consumer rights
Some countries or regions provide a statutory cooling-off, cancellation, or refund period for digital services. Those rules can differ based on your location, whether service began immediately at your request, and whether digital content or credits were used.
For example, some jurisdictions provide a cooling-off period for eligible digital-service purchases, commonly between 7 and 14 days. The exact period, conditions, and exceptions depend on the buyer’s location and whether the service or digital content has already been supplied.
This Policy does not waive, replace, or reduce any right that cannot legally be waived. Paddle will apply the rules relevant to the transaction and buyer location.
5. Credits after a refund
If a subscription payment is refunded, credits granted by that payment may be removed from your account. If some credits have already been used, the refund may be reduced where lawful, declined where permitted, or the account balance may be adjusted. Free promotional credits have no cash value and are not refundable.
A chargeback or reversed payment may cause the related subscription and credits to be suspended while the transaction is investigated.
6. How to request a refund or billing correction
- Use the support or subscription link in your Paddle receipt, visit Paddle’s buyer support service, or email support@captionate.app.
- Provide the email used for purchase, transaction or invoice number, purchase date, and the reason for the request.
- For a technical issue, include a short description of the problem and any relevant error message. Do not send passwords or full card details.
Paddle may ask for additional information to verify the purchase. Approved refunds are returned to the original payment method. The time for funds to appear depends on the payment provider and bank.
Please contact us or Paddle before opening a chargeback so that we have an opportunity to investigate and correct the issue. This request does not limit your legal right to dispute a genuinely unauthorized or incorrect charge.
7. Changes to this Policy
We may update this Policy for future purchases when plans, billing methods, Paddle requirements, or applicable law change. The version shown at the time of purchase and mandatory law will govern an existing transaction where required.
8. Contact
Product and billing support: support@captionate.app