# Refund Policy | Chainsaw > Chainsaw refund policy. 14-day money-back guarantee + prorated refunds. Paddle is the merchant of record and processes all refunds. Source: https://chain305.com/legal/refund/ --- Legal # Refund Policy 14-day money-back guarantee on first-time paid upgrades, prorated refunds for unused time thereafter, and all refunds processed by Paddle. Last updated: **5 October 2026** Policies - [Terms of Service](https://chain305.com/legal/terms/) - [Privacy Policy](https://chain305.com/legal/privacy/) - [Refund Policy](https://chain305.com/legal/refund/) Questions? Email [legal@chain305.com](mailto:legal@chain305.com). **Important.** **Paddle.com Market Limited** ("Paddle") is the merchant of record for every paid Chainsaw subscription. Paddle handles the payment, collects applicable sales tax / VAT / GST, and processes all refunds under this policy. The refund terms below are what we've agreed with Paddle for Chainsaw customers — full [Paddle Checkout Buyer Terms](https://www.paddle.com/legal/checkout-buyer-terms) also apply to the purchase transaction. ## 1\. Overview Chainsaw is a digital software-as-a-service product. Access to paid features is provisioned immediately upon successful payment. Cancel any time from the in-app billing dashboard; this refund policy governs what happens to the money you've paid. ## 2\. Free plan vs. free trial Chainsaw offers a permanent **Free plan** — no time limit and no credit card. This is _not_ a time-limited free trial. You can evaluate Chainsaw on the Free plan for as long as you like. This refund policy applies only once you upgrade to a paid plan (Team or Enterprise). ## 3\. 14-day money-back guarantee If you upgrade from Free to Team or Enterprise for the first time and decide Chainsaw isn't the right fit, you can request a full refund within **14 calendar days** of the upgrade charge. We'll instruct Paddle to refund the amount you paid, in full, to the original payment method. You keep access to the paid features until the refund is processed, after which your account returns to the Free plan. The guarantee applies once per customer per paid tier. If you upgrade to Team, downgrade to Free, and re-upgrade to Team months later, only the first upgrade is covered. You can still exercise the 14-day guarantee when you upgrade from Team to Enterprise for the first time, because that's a different tier. ## 4\. Activation of service and digital-content notice Because Chainsaw is a digital service that starts immediately upon payment, you acknowledge at checkout that provisioning begins right away and that, except for the 14-day guarantee in Section 3, you waive any statutory right of withdrawal that would otherwise apply to delayed-delivery digital contracts (including the right under Article 16(m) of the EU Consumer Rights Directive, as applicable). This does not limit the statutory 14-day cooling-off period described in Section 9. ## 5\. Prorated refunds after 14 days After the 14-day window, you can cancel at any time from the in-app billing dashboard. If you cancel partway through a billing period, Paddle will issue a **prorated refund** for the unused full days remaining in that period, calculated as: `refund = (days remaining ÷ days in billing period) × amount paid for the current period` Example: you're on Team with 10 seats billed monthly ($25 × 10 = $250 for 30 days) and cancel 10 days into the cycle. You'd receive `(20 / 30) × $250 = $166.67` for the unused part of the subscription. ## 6\. Cancellation deadline for the next billing period To avoid being charged for a new billing period, cancel at least **48 hours before** the current period ends. Cancellations processed within the 48-hour window before renewal may still be billed for the following period; if so, Section 3 or Section 5 applies to that charge depending on timing. ## 7\. How to request a refund 1. **Cancel your subscription** from [chain305.com/chainsaw/billing](https://chain305.com/chainsaw/billing). For the 14-day guarantee, cancellation alone triggers the refund. 2. **Email us** at [support@chain305.com](mailto:support@chain305.com) from the address on your account, with the subject line "Refund request" and your organisation slug. Tell us whether you want a full 14-day refund, a prorated refund, or to flag a billing issue. 3. We reply within **2 business days** and authorise Paddle to process the refund to your original payment method. Paddle credits the method — typically within **5 to 10 business days**, depending on your bank. For billing-only issues (duplicate charge, wrong amount, wrong currency) you can also contact Paddle directly at [paddle.net](https://paddle.net/) with the order or transaction ID from your Paddle receipt. Paddle will loop us in where they need confirmation on the service side. ## 8\. Sales tax, VAT, and GST refunds Paddle collects applicable sales tax / VAT / GST at checkout based on your billing location. If you are a registered business and provide a valid tax identifier (VAT number, GSTIN, ABN, etc.) after the purchase, you can request a **tax refund within 60 days** of the invoice by contacting Paddle with the tax ID and the order number. Paddle processes these independently of the subscription-refund terms above; the underlying subscription charge is not refunded as part of a tax-only claim. ## 9\. EU / UK statutory cooling-off If you are a consumer resident in the EU or UK, you have a statutory 14-day right to withdraw from a digital-service contract under the Consumer Rights Directive (or UK equivalent). Where those laws apply, Paddle will refund in full within 14 days of your cancellation notice, provided you have not fully consumed the Service during the period. Because Chainsaw is a metered service, partial use during the cooling-off period does not waive the right to withdraw, but any data actually delivered to your account may be deducted on a fair-use basis. ## 10\. Annual and custom contracts Annual subscriptions and Enterprise contracts with custom terms are covered by their own order-form refund provisions. Where an order form is silent, the defaults in this policy apply, with the billing period replaced by the full annual term. Contact [sales@chain305.com](mailto:sales@chain305.com) to discuss mid-term changes to an annual agreement. ## 11\. What isn't refundable - Subscriptions terminated by us for breach of the [Terms of Service](https://chain305.com/legal/terms/), except where mandatory consumer-protection law requires a refund; - Paddle's currency-conversion spread, where applicable — the refund is the USD amount Paddle charged, converted back at your bank's then-current rate; - Third-party payment-method fees (for example, wire-transfer fees on B2B invoicing). ## 12\. Billing errors Billing errors (duplicate charge, wrong amount, currency anomaly, charge after cancellation) are corrected quickly. Contact either [support@chain305.com](mailto:support@chain305.com) or Paddle at [paddle.net](https://paddle.net/) with the transaction ID from your receipt. Corrections are usually processed within 5 business days. This section operates in parallel with the refund windows in Sections 3 and 5 — a billing error doesn't start or restart a refund clock. ## 13\. Chargebacks If you dispute a charge with your bank rather than contacting us first, Paddle will follow its standard chargeback process. This can suspend your account access while the dispute is investigated, and a chargeback fee may apply per Paddle's terms. We much prefer to resolve refunds directly — please email [support@chain305.com](mailto:support@chain305.com) first so we can help. ## 14\. Paddle's Consumer Terms Every purchase of a paid Chainsaw plan is also subject to [Paddle's Checkout Buyer Terms](https://www.paddle.com/legal/checkout-buyer-terms) and [Paddle's Privacy Policy](https://www.paddle.com/legal/privacy). Where those terms grant you additional rights that this Refund Policy does not, you may exercise them directly through Paddle. ## 15\. Changes to this policy We may update this Refund Policy from time to time. When we make material changes, we post the updated version with a new "Last updated" date and email a summary to active subscribers at least 14 days before the change takes effect. Changes do not apply retroactively to refunds already in progress. ## 16\. Contact **Refund requests:** [support@chain305.com](mailto:support@chain305.com) **Sales / annual contracts:** [sales@chain305.com](mailto:sales@chain305.com) **Billing issues (Paddle):** [paddle.net](https://paddle.net/) — enter the order or transaction ID from your receipt.