Refund Policy

1. Overview

This Refund Policy explains how trials, charges, cancellations and refunds work for a Permaura subscription. It forms part of our Terms of Service at https://permaura.com/terms-of-service.

Depending on your country, your purchase is either sold and processed by our Merchant of Record, Paddle, who is the seller of record for that transaction, or sold directly by Pixelite SL and processed by our payment provider. Your receipt shows which applies. Where Paddle is the seller of record, Paddle's own refund policy also applies, and where it gives you more than this policy does, Paddle's terms prevail.

2. Seven days from the day you start

You have seven days from the day your subscription starts to decide whether Permaura is for you. What those seven days look like depends on the plan.

Monthly plans begin with a 7-day free trial. A card is required up front, but nothing is charged until day 7. Cancel at any point during the trial and you are never charged: access continues to the end of the trial and then drops to the Free plan.

Annual plans are charged when they start, so in place of a trial you have seven days from that charge to ask for a full refund. Email support@permaura.com within those seven days and we will refund it. There is no self-serve refund button.

It is the same seven days either way: a free trial counts towards the window rather than being added on top of it. Each account and organisation gets one free trial, so if you subscribe again later, billing starts immediately and the seven-day refund window applies just as it does to an annual plan.

3. Immediate access and your right to withdraw

When you start a paid subscription you are asking us to begin providing the service straight away, and you agree that performance begins immediately. Permaura is a metered service: from your first call we provision capacity and consume compute, execution and third-party API cost on your behalf. The service is therefore performed and consumed from day one rather than supplied to you unused.

In countries where the law allows you to give up a right to withdraw by expressly consenting to immediate performance, you give that consent when you start the subscription and you acknowledge that you lose that right once the service begins. Where a right to withdraw or cancel cannot be waived, or applies unconditionally, it is not affected by this section and continues to apply in full.

4. Statutory rights

Consumer law in some countries gives you a minimum right to withdraw from or cancel a purchase, and that right varies by country. Nothing in this policy limits any right you have that cannot be waived. Where Paddle is the seller of record for your purchase, Paddle applies the statutory minimum for your country regardless of anything stated here; the country-specific position is set out in Paddle's refund policy at https://www.paddle.com/legal/refund-policy.

5. Renewals and cancellation

Subscriptions renew automatically. You can cancel at any time, including during the trial, to stop future renewals. Your plan stays active until the end of the period you have already paid for. Cancelling does not by itself refund a period you have already been charged for.

6. What is not refundable

• charges more than seven days after the subscription started, except where required by law or granted at our discretion;
• unused time after you cancel partway through a billing period;
• metered usage that has already been consumed; and
• repeated subscribe-and-cancel cycles used to obtain further free trials.

7. Refunds we will consider

If you were charged in error, charged twice, or you forgot to cancel and contact us promptly after an unwanted renewal you have not used, contact support@permaura.com and we will deal with it in good faith. Where Paddle is the seller of record, any refund we approve is processed by Paddle to your original payment method; how quickly it reaches your statement depends on your bank or card provider.

8. Contact

Questions about billing or refunds: support@permaura.com.