Effective date: 11 July 2026 Version: 1.0
We want you to be able to buy from a11yfy with confidence. This page explains how refunds work for subscriptions and credit packs.
1. Payments and refunds are handled by Paddle
All purchases on a11yfy are processed by our Merchant of Record, Paddle. Paddle is the seller of record for your transaction, issues your invoice, and also processes all refunds. Refunds are governed by this policy together with Paddle's Refund Policy and Checkout Buyer Terms.
We cannot refund you directly outside of Paddle — every refund is issued back through Paddle to your original payment method.
2. EU/UK consumers — 14-day right of withdrawal
If you purchase as a consumer in the EU, EEA, or UK, you have a statutory right to withdraw from the purchase within 14 days without giving a reason.
Please note the digital-services exception: when you buy credits or a subscription and begin using the Service within the 14-day period — for example by consuming credits to process a document — you request immediate performance and, by doing so, lose the right of withdrawal to the extent the service has already been performed (consumed credits and completed processing are not refundable; a proportionate deduction applies to partially used purchases).
3. What is and isn't refundable
| Situation | Refund |
|---|---|
| Credit pack, unused, within 14 days of purchase | Full refund |
| Credit pack, partially used, within 14 days | Proportionate refund of unused credits (at Paddle's and our discretion, or where required by law) |
| Credits already consumed by completed processing | Not refundable |
| Subscription — first purchase, no credits used, within 14 days | Full refund |
| Subscription renewal | Cancel any time before renewal; renewals themselves follow Paddle's Refund Policy and applicable consumer law |
| Processing failed due to an error on our side | Credits are automatically returned to your balance — no refund request needed |
| Duplicate purchase or billing error | Contact us — we will make it right |
Promotional credits (e.g. welcome credits) are granted free of charge and have no monetary value; they are never refundable.
4. How to request a refund
- Via Paddle: use the "Request refund" link in your Paddle receipt email, or visit paddle.net — this is the fastest route.
- Via us: email support@a11yfy.com with your order number, and we will initiate the refund with Paddle on your behalf.
Please contact us or Paddle before initiating a chargeback with your bank — chargebacks take longer for you and we can almost always resolve the issue faster.
Approved refunds are returned to your original payment method; processing times depend on your payment provider (typically 5–10 business days).
5. Cancelling a subscription
You can cancel your subscription at any time in Settings → Billing. Cancellation takes effect at the end of the current billing period; you keep access and your included credits until then. Cancelling stops all future charges.
6. Questions
If anything about your purchase doesn't look right, write to support@a11yfy.com — we respond quickly and would much rather fix a problem than lose your trust.