Within 14 days of the first purchase
A customer may cancel and request a refund within 14 days of purchasing a subscription for the first time. Exocharts deducts only the days of access already used. No additional fees apply.
This provision applies to the first purchase of a subscription term. Automatic renewals are addressed separately below.
After 14 days
Once the 14-day period has elapsed, the subscription remains in force for the paid term and is not refundable.
Cancellation remains available at any time. Cancelling disables automatic renewal, preventing further charges. Access remains fully active until the end of the paid term; no features are withdrawn early.
Automatic renewals
Where a renewal charge was not anticipated, the customer may contact support within 3 days of the renewal date. Exocharts will issue a refund less a 10% processing fee, and the subscription ends when the refund is processed.
To prevent this, automatic renewal should be disabled before the renewal date. See How do I cancel my subscription?
Billing errors
Duplicate charges, charges applied after cancellation, and charges that do not correspond to the agreed amount are refunded in full, regardless of when they occurred. No time limit or processing fee applies to billing errors. Customers should contact support with the relevant receipt.
Cases outside this policy
Customers whose circumstances fall outside the provisions above are encouraged to contact support regardless. Each case is reviewed individually. Exocharts cannot guarantee a refund outside the terms set out here, and where a discretionary refund is granted, a processing fee of up to 10% applies.
How refunds are issued
Refunds are processed through Paddle, the Exocharts payment provider, and returned to the original payment method. Refunds cannot be issued to an alternative card or account.
Funds typically arrive within a few business days, depending on the issuing bank.
Submitting a request
Refund requests are submitted through the support request form and should include:
- the email address registered to the Exocharts account
- the order or receipt number shown on the Paddle receipt
- the charge to be refunded and the reason for the request
Exocharts will confirm the decision and the exact refund amount before any payment is processed.
Legal terms
This page sets out the terms applied in practice. The complete legal terms are contained in the End User Licence Agreement. Where this page differs from the agreement, the agreement governs.