Refund and Cancellation Policy

1. Summary

This policy applies to all subscriptions purchased from PapelSoftware LLC, including software development plans and our software products, Papel Copilot, Papel Sites, Papel Cloud and Papel Monitor. It is part of our Terms of Service.

2. How to cancel

You can cancel any subscription at any time, without a cancellation fee, in either of two ways:

• Billing portal. Sign in, open Billing, and choose Cancel plan. You will see a confirmation on screen and by email.
• Email. Write to [email protected] from the email address on your account, naming the plan you want to cancel. We confirm cancellations by email within one business day.

Cancellation takes effect at the end of your current billing period. You will not be charged again, and you keep full access to the Services, including any requests in progress, until the period ends. If you cancel within a refund window described below, we will process the refund at the same time.

Subscriptions renew automatically until cancelled. For annual plans, we email you a reminder at least 30 days before each renewal date, so you have time to cancel if you no longer need the plan.

When cancellation takes effect for development work

Work completed before the end of the billing period is delivered to your repositories. Requests that are still in progress at the end of the period are handed over in their current state, with notes on what remains. Deliverables you have paid for remain yours under the Terms of Service.

3. Refunds for development subscriptions

14-day refund on your first payment

If you start a new monthly development subscription and cancel within 14 days of your first payment, we refund the unused portion of that first payment. The unused portion is calculated by day: the number of days remaining in the billing period after the date you cancel, divided by the total days in the period, multiplied by the amount paid.

For example, if you paid for a 30-day period and cancel on day 10, we refund 20/30 of the payment. Work delivered up to the cancellation date is yours to keep.

The 14-day refund applies once per customer, to the first payment of your first development subscription. It does not apply to renewals, to plan upgrades or to customers who previously held a development subscription with us.

After the 14-day window

Outside the 14-day window, payments for development subscriptions are not refundable, including for partially used billing periods. This is because each billing period reserves a team’s capacity for your work. Custom work that has been completed and delivered is not refundable outside the 14-day window, except where required by law or where we fail to correct work that does not meet the agreed scope, as described in the warranty section of our Terms of Service.

4. Refunds for software products

If you are not satisfied with Papel Copilot, Papel Sites, Papel Cloud or Papel Monitor, you can request a full refund of your first charge for that product within 14 days of the charge. The product will be cancelled when the refund is issued.

Renewal charges for software products are not refundable, but you can cancel at any time to stop future charges. Usage-based charges for consumption above your plan’s included limits are not refundable once the usage has occurred. Products on a free plan carry no charges and therefore no refunds.

5. Annual plans

Annual plans for development subscriptions and software products are refundable in full if you cancel within 14 days of the initial purchase. After 14 days, annual plans are not refundable, and we do not issue partial or prorated refunds for the remaining months. If you cancel after 14 days, your plan stays active until the end of the annual term and will not renew.

Annual renewals are not refundable. We send a renewal reminder at least 30 days before each renewal so you can cancel or switch to monthly billing in time.

6. Pausing a development plan

As an alternative to cancelling, you can pause a monthly development subscription once in any 12-month period, for up to 60 days.

• Request a pause from your billing portal or by emailing [email protected] at least three business days before your next billing date.
• The pause starts at the end of your current billing period. You are not billed during the pause, and your queue, repositories and project notes are kept.
• Your subscription resumes automatically on the date you chose, or after 60 days, and billing restarts on that date. You can resume early at any time.
• Hosting and monitoring for live applications continue during a pause and are billed separately if they are not part of your development plan.

Annual plans cannot be paused.

7. Early-access products

Papel Copilot, Papel Sites, Papel Cloud and Papel Monitor are in early access. Joining the early-access list is free. We do not charge you for an early-access product until your workspace is set up and live, and we tell you the price and billing date before the first charge. The 14-day refund for software products starts from that first charge.

8. How to request a refund

1. Email [email protected] from the email address on your account, or the address that received the receipt.
2. Include the plan or product name and the invoice or receipt number, if you have it. A reason is helpful but not required.
3. We confirm receipt within one business day, and review and process eligible refunds within 5 business days.
4. Refunds are returned to the original payment method. Depending on your bank or card issuer, funds appear 5 to 10 business days after we process the refund. ACH refunds may take up to 10 business days.

We will email you when the refund has been issued. Refunds are made in US dollars for the amount you paid; we are not responsible for currency conversion differences or fees charged by your bank.

9. Billing problems and payment disputes

If you see a charge you do not recognize or believe you were billed in error, please contact us at [email protected] before disputing the charge with your bank or card issuer. We respond to billing inquiries within one business day and will correct any billing error promptly, including refunding duplicate or mistaken charges in full regardless of the windows above.

Opening a chargeback does not cancel your subscription. If a dispute is opened, we may pause the account while it is resolved and will provide the card issuer with the relevant records, such as your order, receipts and our communications.

10. Exceptions and legal rights

Enterprise plans billed by invoice follow the cancellation and refund terms in the signed order form. Where that form is silent, this policy applies.

If we terminate your subscription for reasons other than your breach of the Terms of Service, or discontinue a product you have paid for, we refund any prepaid fees for the unused portion of the billing period.

Nothing in this policy limits any rights you have under applicable consumer protection law. Where the law requires a refund that this policy does not provide, we will follow the law.

11. Changes to this policy

We may update this policy. Changes apply to payments made after the updated policy takes effect, not to payments already made. We will post the updated version here and notify active customers by email of any change that reduces their refund rights at least 30 days in advance.

12. Contact us

For cancellations, refunds and any billing question, email [email protected]. We reply within one business day.

Support hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. Eastern Time.