Refund Policy
This page explains when a ChartBase payment can be refunded, how to request one, and what happens when you cancel. It applies to every paid ChartBase plan.
Who takes your payment
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 enquiries and handles returns.
In practice this means the receipt you receive comes from Paddle, the charge on your statement is from Paddle, and Paddle is the party that issues any refund. You can reach them directly at paddle.net, which is Paddle's buyer support portal, and you are also welcome to write to us at info@chartbase.io and we will help.
Your 14-day right to cancel
You may withdraw from your purchase for any reason within 14 days of the transaction, in line with Paddle's Refund Policy. You do not need to give a reason, and we do not ask for one.
This right applies to a first subscription payment and to a one-off purchase. It is a floor, not a ceiling — see the next section.
Beyond 14 days
Outside that window, payments are generally non-refundable, because a subscription pays for access you have already had. We would rather not hide behind that, though. If something went wrong — the service was unavailable when you needed it, a feature did not do what this site said it does, you were charged after intending to cancel, or you were charged twice — write to us and we will ask Paddle to refund you. We would rather refund someone who is unhappy than keep money we have not earned.
Refunds are issued to the original payment method. Paddle typically completes them within a few business days, though your bank may take longer to show it.
Cancelling a subscription
You can cancel at any time, and cancelling is not the same as a refund. When you cancel:
- Your plan stays active until the end of the period you have already paid for.
- You are not billed again.
- Your data remains available for the rest of that period, so you can export it. See Terms of Service for what happens to data after an account is closed.
Cancel from your ChartBase account settings, from the link in any Paddle receipt, or by emailing info@chartbase.io.
The free plan
The free plan costs nothing and there is nothing to refund. You can stop using it, or delete your account, at any time.
What we do not refund
We will not usually refund an account that was suspended or terminated for breaching the Terms of Service — for example, using the service to distribute unlawful material. Where the law gives you a refund right regardless, that right still stands: nothing on this page removes it.
How to request a refund
Email info@chartbase.io with the email address you bought under and, if you have it, the Paddle receipt or order number. Alternatively, contact Paddle directly at paddle.net. We aim to reply within two business days.