Refund Policy

Last updated: May 23, 2026

1. Payment Processor — Paddle as Merchant of Record

All payments for Resistro Cloud subscriptions are processed by Paddle.com Market Ltd, which acts as the Merchant of Record (MoR). This means:

• Paddle issues the invoice to you (not us directly).
• Paddle collects and remits applicable VAT / sales tax in your jurisdiction.
• Paddle processes refund requests on our behalf, in line with their Buyer Refund Policy.

2. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee on any first-time paid subscription to Resistro Cloud (Starter, Pro, Business, Enterprise). If you are not satisfied within 14 days of your initial purchase, contact us and we will instruct Paddle to refund the full amount.

This guarantee covers the first paid billing period only. Subsequent billing cycles fall under section 3.

3. Refunds After the 14-Day Window

After the 14-day window, refunds for subscription fees already paid are generally not provided. However, we will consider — and typically approve — refunds in the following situations:

• A service outage on our side prevented you from using the service for more than 48 consecutive hours.
• A billing error (e.g. duplicate charge, incorrect plan tier).
• You were charged after cancellation due to a system error.

You may cancel a subscription at any time. After cancellation, access continues until the end of the current billing period; no further charges are made. Unused time within the billing period is, by default, not refunded pro-rata, except under the conditions above.

4. Non-Refundable Items

• One-time fees for custom on-boarding or migration services, once the work has been performed.
• Add-on storage that has already been consumed (i.e. data has been uploaded and stored).
• Subscriptions cancelled after more than 14 days of active use, outside the conditions in section 3.

5. How to Request a Refund

Send an email to hello@resistro.org with:

• The email address used for your Resistro Cloud account.
• The Paddle order ID or invoice number (visible in the Paddle receipt email).
• A short description of the reason for the refund.

We respond within 2 business days. Approved refunds are processed by Paddle directly to the original payment method, typically within 5–10 business days depending on your bank or card issuer.

6. Chargebacks

Before filing a chargeback with your bank or card issuer, please contact us first. Chargebacks initiated without prior contact may result in your account being suspended until the dispute is resolved with Paddle.

7. Contact

Refund questions: hello@resistro.org
Paddle direct support: paddle.com/support

8. Business Information

Resistro Cloud is operated by Alexander Renz, registered sole proprietorship (Einzelunternehmen) in Germany since April 28, 2026.
Jahnstraße 13, 82152 Krailling, Germany · Responsible per § 5 DDG: Alexander Renz.
Full Imprint: resistro.org/trust.html