Legal · v0.1
Effective date: 10 August 2026 · Last updated: 10 August 2026
Paddle is the merchant of record for ComplyEdge paid plans. Paddle sells the subscription to you, takes the payment, and is the party that issues any refund. ComplyEdge does not take your payment and cannot refund it directly.
This means your refund is handled under Paddle’s Refund Policy and Paddle’s Buyer Terms, which apply to your purchase in addition to this page. Where this page and Paddle’s policy differ, Paddle’s policy governs the refund itself, because Paddle is the seller.
Subscription payments are generally non-refundable once taken, except where a refund is required by law or granted at the seller’s discretion. In practice, Paddle will consider a discretionary refund request made within 14 days of the transaction date.
Requests are assessed case by case. Relevant factors include the nature of the product, the reason given, how much of the service has been used, and any contract terms that apply to your account.
Where consumer protection law gives you a withdrawal or cancellation right, that right applies regardless of anything on this page and cannot be waived. As applied by the seller, those periods are:
| Where you are | Right |
|---|---|
| EU, EEA, Switzerland, United Kingdom | 14-day statutory right to withdraw |
| Turkey, Israel | 14-day statutory right to withdraw |
| South Korea, Brazil, China, Canada | 7-day unconditional right to cancel |
| Singapore | 5-day unconditional right to cancel |
A withdrawal right of this kind applies to one-off purchases and to the first payment under a subscription. It does not reopen on each renewal.
These are consumer rights. Most ComplyEdge customers purchase as a business, and business purchasers do not usually hold them. Business purchasers can still ask for a discretionary refund under section 2, and can cancel future renewals at any time under section 5.
Email support@complyedge.io with the email address used at checkout and, if you have it, the order or transaction reference from your receipt. We will pass the request to the seller and follow it through with you. You may also contact Paddle directly using the details on your receipt.
Approved refunds are returned to the original payment method where possible, within 14 days of approval.
You can cancel a paid plan at any time from Manage billing in the ComplyEdge dashboard, which opens the seller’s customer portal. Cancelling stops future renewals. It does not by itself refund a payment already taken; if you also want a refund for the current period, ask under section 4.
After cancellation your account moves to the free plan. Your API keys are kept, and your audit records are retained under the retention rules in the Privacy Policy and, where executed, the DPA.
Refunds are not issued where there is evidence of fraud, refund abuse, or other manipulative behaviour.
Plans bought on an invoice or under a signed order form are governed by the commercial terms of that order form and the SaaS Agreement, which may set out their own refund, credit, or termination terms. Where an order form addresses refunds, it controls for that customer.
VAT and sales tax are calculated, collected and remitted by the seller as merchant of record. Where a refund is issued, any tax collected on that transaction is handled by the seller as part of the same refund.
Questions about this policy: support@complyedge.io. See also the Terms of Service and the Privacy Policy.