This Refund Policy applies to purchases of Aireforge software, subscriptions and related entitlements (the "Software"). It should be read together with our Terms of Service, our End-User Licence Agreement (EULA), and the Paddle Checkout Buyer Terms.
Merchant of Record
Purchases of the Software are sold and processed by our merchant of record, Paddle.com Market Limited and its affiliates ("Paddle"). Paddle is responsible for billing, payment processing, sales tax, invoicing and the handling of refund requests. By completing a purchase, you also accept the Paddle Checkout Buyer Terms.
Try Before You Buy
Free and trial editions of the Software are made available so that you can assess suitability, compatibility and performance in your own environment before purchase. We strongly encourage you to evaluate the Software using a free or trial edition prior to purchasing a paid licence or subscription.
14-Day Refund Window for New Purchases
In line with the Paddle Checkout Buyer Terms, you may request a refund of a new purchase within 14 days of the original transaction date if the Software does not function substantially as described.
Outside of this 14-day window, all sales are final and refunds will not be issued, save where required by applicable law.
Subscription Renewals
Subscriptions renew automatically. You may cancel a subscription at any time to prevent future renewals. Cancellation stops further charges but does not, by itself, refund the current billing period.
Renewal charges are non-refundable. As a goodwill exception, if a renewal was clearly unintended and the subscription has not been used in the new billing period, you may contact us within 14 days of the renewal date and we will consider a refund on a case-by-case basis. Approval is at our discretion and is not guaranteed.
Non-Refundable Items
The following are not eligible for a refund:
- Free editions, trial editions and evaluation editions, as no payment has been taken;
- Purchases where more than 14 days have elapsed since the transaction date;
- Subscription renewals (subject to the discretionary goodwill exception above);
- Custom, bespoke or professional services that have already been delivered or commenced;
- Purchases where the licence key has been used in a manner that materially breaches the EULA;
- Purchases involving fraud, chargeback abuse, or attempts to circumvent licensing or usage limits;
- Issues caused by your own infrastructure, third-party software or services, or environments not supported by the Software.
How to Request a Refund
Within the 14-day window, you may request a refund in either of the following ways:
- Contact Aireforge at theteam+billing@aireforge.com with your order number, the email address used at checkout, and a brief description of the issue. Where the request is eligible, we will instruct Paddle to process the refund.
- Contact Paddle via the buyer portal at paddle.net using the order details from your purchase receipt.
Where reasonably possible, we may ask you to work with our support team to resolve any technical issue before a refund is approved.
Effect of a Refund
On approval of a refund, your licence and any associated entitlements will be revoked. You must immediately cease use of the Software and uninstall or destroy all copies in your possession or control, in accordance with the EULA.
Processing Times
Approved refunds are issued by Paddle to the original payment method. The funds typically appear within 3–10 business days, depending on your bank or card issuer.
Statutory Rights
Nothing in this policy limits any statutory consumer rights you may have, including those granted under the Paddle Checkout Buyer Terms or applicable consumer protection law in your country of residence.
Contact Us
If you have questions about this policy or a specific refund request, please contact us at theteam+billing@aireforge.com.