Refund Policy

This policy explains when fees paid to Aard Pty Ltd (ABN 48 697 662 383, “Aard”) are refundable. Your refund rights depend on how you paid us: self-serve subscriptions are processed by Paddle as merchant of record (see the Paddle section below); business and enterprise subscriptions are processed by Stripe with Aard as merchant of record (see the Stripe section below). This page sits alongside our Terms of Service and any order form you have signed with us.

Self-serve subscriptions (Paddle)

Self-serve subscriptions are processed by Paddle.com Market Limited as merchant of record. Paddle's refund policy applies to these transactions.

30-day refund. If you are not satisfied with Aard for any reason, you can request a full refund within thirty (30) days of your transaction date. Approved refunds are returned to your original payment method within fourteen (14) days of approval.

You can request a refund through any of:

• the “View receipt” or “Manage subscription” link in your Paddle purchase email,
• Paddle's buyer support portal at paddle.net, or
• contacting us at billing@aard.ai and we will route the request to Paddle.

Paddle's full refund policy is at paddle.com/legal/refund-policy and applies to self-serve transactions.

Business and enterprise subscriptions (Stripe)

Business and enterprise subscriptions are processed by Stripe, with Aard as the merchant of record, and refunds are issued by us. This section governs Stripe transactions and any subscription covered by a signed order form. If you bought through one of our resellers or under a signed order form, the refund process in your contract takes precedence over this page.

The Stripe path follows a default-non-refundable posture, with the specific eligibility and exclusion lists below.

Default rule

For Stripe transactions, all fees and charges are non-refundable, except as expressly provided in this section, your order form, or where required by law. Cancelling a subscription stops future billing but does not entitle you to a refund of fees already paid; you continue to have access through the end of your then-current billing period. When a refund is issued, access to the refunded product or subscription period ends.

When we refund

We will refund pre-paid, unused fees in the following situations:

• Service withdrawal. If we permanently discontinue a paid product or feature during your subscription term and we are not able to provide a substantially similar replacement, we will refund the pro-rated portion of fees you have pre-paid for the period after the discontinuation date.
• Material default by us. If we are in material breach of our agreement with you and we have failed to cure that breach within thirty (30) days after written notice, you may terminate the affected subscription term and we will refund pre-paid, unused fees for the terminated portion of the term.
• Material technical or product defect. If you can show that the service has a material technical defect or does not materially work as described, and we are not able to fix it within a reasonable period after you tell us about it, we will refund the affected charge.
• Duplicate or erroneous charges. We will refund payments made in error, such as charges processed twice for the same period or charges to an account you did not authorise. Please contact us as soon as you notice the issue.

When we don't refund

Except where required by law, the following are not eligible for a refund:

• Cancellation for any other reason. If you cancel for change of mind, unused capacity, internal restructuring, or because the service no longer fits your needs, you are not entitled to a refund of fees already paid.
• Renewals and upgrades. The refund situations above apply only to your initial order for a given product. Renewals and mid-term upgrades are not separately refundable, except where local law requires otherwise (for example, the additional 14-day withdrawal window that applies to annual subscription renewals for consumers in the United Kingdom).
• Mid-term seat or capacity reductions. If you reduce seats, capacity, or usage tiers mid-term, you remain billed for the period you had committed to. We do not credit or refund the reduced portion mid-term; the change takes effect at the next renewal.
• Use of paid features. Once you have used a paid feature, that period of use is not refundable.
• Termination for breach. If we terminate your subscription because you have breached the Terms of Service or Acceptable Use, no refund is owed and any outstanding fees become immediately due.
• Community-tier and beta access. Our free community tier is provided at no charge in lieu of a paid trial, and beta features are provided as-is. Neither is subject to a refund.
• Fraud or refund abuse. We and our payment processors may decline a refund where there is evidence of fraud, chargeback abuse, or repeated refund requests used to obtain free access to the service.

How to request a refund

For Stripe transactions, if you believe a refund is owed under this section, contact us at billing@aard.ai with your account email, the charge date, the amount, and a short description of the situation. We aim to respond within five (5) business days. We review every request individually and may grant a refund at our discretion outside the cases listed above.

Auto-renewal

Subscriptions auto-renew at our then-current rates. You may cancel renewal at any time before the end of your current term through your account or by writing to us. Multi-year terms auto-renew into 12-month terms. We will give you at least forty-five (45) days' notice before a renewal that involves a price change.

Your statutory rights

For self-serve purchases, Paddle, as the merchant of record, administers these statutory rights at checkout and on request through the channels listed above.

Aard Pty Ltd is incorporated in Australia. Nothing in this policy excludes or limits any rights you may have under consumer protection law that cannot be excluded or limited by contract. Where local law gives you stronger rights than this policy, those rights apply. In particular:

• Australia: the consumer guarantees in the Australian Consumer Law.
• European Union, EEA, Switzerland, and the United Kingdom: a 14-day right to withdraw from the purchase of digital content and services applies to your initial transaction and the first payment of a subscription. For digital services that begin immediately on purchase, you may be asked to expressly consent to immediate performance and to acknowledge that the right of withdrawal is lost once the service has begun, as permitted by law. In the United Kingdom, an additional 14-day window applies on the renewal of an annual consumer subscription.
• Turkey and Israel: a 14-day right to withdraw from the transaction date.
• South Korea, Brazil, Canada, and China: a 7-day unconditional right to cancel a digital content purchase after delivery.
• Singapore: a 5-day right to cancel from the transaction date or first access to the service.
• United States: any non-waivable rights under the consumer protection laws of your state of residence.

Enterprise customers

If you have a signed order form or master services agreement with us, the refund and termination terms in that document control over this page to the extent of any inconsistency.

Changes

We will update this policy from time to time. The “Last updated” date at the top of the page reflects the current version. Material changes will be communicated to account email addresses at least thirty (30) days in advance, in line with our Terms of Service.

Contact

Refund requests: billing@aard.ai
General legal questions: legal@aard.ai