Refunds
Try Pro free for 14 days before you buy. If a licence still isn’t right, here is when you get your money back.
The rule
| What you bought | Full refund if you ask within |
|---|---|
| Yearly licence (creators or viewers) | 30 days of the first payment or of a renewal |
| Monthly licence | 14 days of the first payment. Later months are not refunded, but you can cancel at any time |
| Adding seats to a licence | 30 days of the payment for the added seats |
| Whole-organisation licence | As agreed in the quote |
You do not need to give a reason. If a defect we cannot fix stops a Pro feature from working for you, we refund the rest of the period at any time.
How to ask
- Write to support@getgrafpoint.com from the email on the order, with the order number from your Paddle receipt.
- We confirm within two working days and ask Paddle, our reseller, to refund the payment. The money goes back to the card or account you paid with, usually within 5 to 10 working days.
Your first key on a yearly licence
After each payment for a yearly creator or viewer licence, the first key we email runs for 60 days, with no grace days. When the 30-day refund period has passed without a refund, we email the key for the rest of the year, which leaves a month to swap it in before the first key stops. Paste the new key into your reports in place of the first one. Whole-organisation licences get the full-year key straight away.
After a refund
A full refund ends the subscription at once, so it does not renew, and no new key is issued. Because the key is checked offline, we cannot switch it off remotely. On a yearly licence, Pro stops when the first key ends, 60 days after the payment; on a monthly licence, when that month’s key ends. Please remove the key from your reports. The free features keep working as before.
Cancelling without a refund
You can cancel at any time through the link in your Paddle receipt or by writing to us. The licence then runs to the end of the period you have paid for and does not renew.