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Refund Policy

Refund Policy

This Refund Policy applies only to purchases of Presago SaaS products processed via http://Paddle.com (“Paddle”). Paddle acts as our authorized reseller and may act as the Merchant of Record, handling billing, tax collection, and refunds on our behalf.

Purchases made through any other channel or reseller (e.g. Atlassian, monday.com) are governed solely by the applicable seller’s policies.

Where mandatory laws apply, they will prevail over this policy.

Refund Window (30 Days)

We are committed to ensuring our customers are satisfied with their purchase of our SaaS digital products. We offer a 30-day money-back guarantee from the date of purchase (the “Refund Window”). Refund requests submitted after the Refund Window will not be eligible.

How to Request a Refund

To request a refund within the Refund Window, contact us at our Customer Portal and include your Paddle order/transaction ID and billing email.

Eligibility by Product Type

A) Subscription Products

  • Monthly subscriptions: Refunds are available only for the first paid billing period following any trial (if applicable), provided the request is submitted within the Refund Window.

  • Annual subscriptions: Refunds are available only if the request is submitted within the Refund Window following the annual payment.

Cancellations stop future renewals but do not automatically trigger a refund. Charges for renewals are non-refundable if you did not cancel before the renewal date.

B) Usage-Based / Consumption Products

For products that include prepaid usage/consumption packages (“Usage-Based Products”):

  • If no usage has been consumed, a full refund may be granted.

  • If any usage has been consumed, a partial refund may be granted proportionally to the unused portion of the purchased usage, based on our usage records.

  • All refunds for Usage-Based Products remain at our sole discretion, and we may deny a refund where we reasonably determine the service has been materially used or where abuse is suspected.

Non-Refundable Situations

To the fullest extent permitted by law, refunds will not be issued for:

  • Requests submitted after the Refund Window

  • Non-use of the service or failure to cancel before renewal

  • Accounts suspended/terminated due to breach of Terms, fraud, abuse, or unlawful activity

  • Fees for professional services (e.g., onboarding, consulting, custom work), if applicable, once delivered or scheduled

  • Any third-party costs outside our control (e.g., bank or FX fees)

Refund Processing, Taxes, and Documentation

Approved refunds are processed by Paddle and returned to the original payment method where possible. Paddle may issue a credit note or equivalent documentation for accounting purposes.

Refund processing times vary by payment method and banking systems.

Chargebacks and Disputes

A chargeback is a dispute raised with your bank/card provider. Because Paddle is the Merchant of Record for Paddle transactions, chargebacks are raised against Paddle. We may suspend access while a dispute is investigated. Please contact our Customer Support first to resolve issues quickly.

Policy Updates

We may update this policy from time to time. The version in effect at the time of purchase will apply unless required otherwise by mandatory law.