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.

If you subscribe in the Permaura iPhone app, Apple sells the subscription through the App Store, and refunds are requested from Apple under Apple's own policy at https://reportaproblem.apple.com.

2. Your free trial and refunds

Your first subscription starts with a 7-day free trial, so you can decide whether Permaura is for you before you are charged.

Your first subscription begins 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. A hosted gateway created during the trial is paused for at least 7 days after the trial ends, then kept for 96 hours so you can export its vault, and then deleted unless you subscribe before then.

Annual plans work the same way: your first subscription starts with a 7-day free trial, and nothing is charged until day 7.

You get one free trial, on any account or organization. Where Paddle is the seller of record for your purchase (your receipt says so), you can ask for a full refund within 30 days of your first charge, whether that charge follows your trial or you had a trial before. Email support@permaura.com within that time and we will refund it. There is no self-serve refund button.

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 sold as a plan rather than by usage: your plan sets the allowances your account runs under, and from your first call we provision capacity and carry the compute, execution and third-party API cost of running it on your behalf. The service is therefore performed 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. Canceling does not by itself refund a period you have already been charged for.

6. What is not refundable

• charges after your free trial, other than within 30 days of your first charge where Paddle is the seller of record, except where required by law or granted at our discretion;
• unused time after you cancel partway through a billing period;
• capacity we have already provisioned and run for you during the period; 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.