Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

This policy explains when you can get a refund for a Boxline plan or a credit top-up. It is part of our Terms of Service and does not limit any right you have under the consumer law where you live.

114 days to change your mind

Plans: you can ask for a full refund of a plan payment within 14 days of that payment, for any reason. If you do, your organization moves to the Free plan.
Credit top-ups: within 14 days of buying credit, you can ask for a refund of the credit you have not used yet. Credit you have already used paid for services you received, so it is not refunded.
Automatic top-ups count as purchases on the day they are charged.

2After 14 days

Plan payments are not refunded after 14 days. You can cancel at any time to stop the next renewal; your plan stays active until the end of the period you paid for.
Unused bought credit is not refunded after 14 days. It stays usable for 12 months from the day you bought it.
Included monthly credit is part of your plan, has no cash value and is never refunded.
We will always refund a charge that was made by mistake, such as a double charge, and we may give a refund or credit when the Service was unavailable because of a fault on our side.

3How to ask

Use the link in the receipt email from Paddle, or find your order at paddle.net, and choose to request a refund.
Or write to billing@boxline.dev with the email address of your account and the date of the payment.
Paddle sends approved refunds back to the payment method you used, usually within 14 days of approval. Your bank may take a few more days to show it.

4If we close your account

If we close your account because you broke our Terms of Service or Acceptable Use Policy, we do not refund plan payments or credit, except where the law requires it. If we end the Service for everyone, we refund the unused part of your current plan period and your unused bought credit.

5Disputed payments

Please contact us at billing@boxline.dev before disputing a charge with your bank. Most problems are faster to fix directly. While a charge is disputed, we may pause paid features for that organization.