Refund policy

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders placed through its checkout or its invoices. Paddle provides all customer service inquiries and handles returns for those orders, and pays each refund to the method the purchase was paid with, together with the tax charged on it. An order that Adiabat invoices itself is refunded by Adiabat, under this same policy, to the account it was paid from. This policy sets out when a purchase is refunded.

Every plan can be tried first: a Trial gives 14 days of DraftSolver after your application is accepted, at no charge and without credits.

1. Thirty days to change your mind

If you are not satisfied, ask for a refund within 30 days of paying, and you will receive all of it. No reason is needed. This applies to:

• the first payment for a plan, a seat or an add-on;
• each renewal of an annual plan, within 30 days of the renewal’s payment;
• the first payment of a monthly plan; its later monthly payments are not refunded, and cancelling stops the next one;
• a bundle of credits, for the credits not yet used, within 30 days of buying it;
• a multi-year or founding order, within 30 days of its first payment, whether that payment is for its first year or for its whole term.

The later yearly payments of a multi-year order are part of its commitment, not renewals, and are refunded only as section 2 allows.

A refunded plan or add-on ends when the refund is made. Your organisation’s data stays readable and exportable as the terms of service describe.

2. After thirty days

A payment is not refunded after 30 days, except that you receive the fees you prepaid for the rest of your term:

• if DraftSolver’s functions do not work as its documentation describes them (clause 15 of the terms) and we cannot correct it within a reasonable time;
• if you do not accept a material change to our terms, and cancel before it takes effect;
• if you object on reasonable grounds to a new operator of your data, and cancel;
• if we end your subscription for a reason that is not your breach of the terms.

Cancelling a subscription stops its renewal; the plan runs to the end of the term already paid for. A multi-year order cannot be cancelled before its term ends except in the cases above.

3. Credits

Credits that have been used are not refunded. If a CFD job fails because of a fault on our side, its credits are returned to your balance.

4. Enterprise orders

An Enterprise order is refunded as its order form says, and otherwise under this policy.

5. Your rights under the law

This policy does not limit a right that the law where you live gives you as a consumer. In the European Union, the United Kingdom and some other countries a consumer may withdraw from a purchase within a set period; Paddle’s buyer terms explain how. A natural person in South Africa who buys as a consumer may have a right under section 44 of the Electronic Communications and Transactions Act, 2002, to cancel within seven days, which does not apply once DraftSolver has been used with that person’s consent. The 30 days in section 1 apply in every case.

6. How to ask for a refund

Ask Paddle at paddle.net, with the email address you paid with, or write to us at admin@adiabat.co.za with your order number. For an order that Adiabat invoiced itself, write to us. We answer within two business days.