Refund Policy

1. Seven-day free trial

Where shown at checkout, SonarDesk includes a seven-day free trial. You can cancel before the trial ends to prevent the subscription converting to a paid subscription. If you cancel during the trial before a charge is made, there is no subscription payment to refund.

2. Cancelling a paid subscription

You may cancel your subscription through the SonarDesk licence portal or the subscription-management facilities provided through Paddle. Cancellation stops future automatic renewals. Unless stated otherwise during cancellation, your licence normally remains available until the end of the billing period for which you have already paid.

Cancellation does not itself create a refund for an earlier payment.

3. Refund requests

If you believe a payment should be refunded, contact SonarDesk Support as soon as possible. Please provide the email address used for the purchase and enough information for us to identify the transaction. Do not send full payment-card details.

Because Paddle is the Merchant of Record, a refund may be processed by Paddle and may also be requested through Paddle's buyer-support facilities. Approved refunds are returned to the original payment method in accordance with Paddle's processing arrangements and the payment provider's timing.

4. UK and EEA consumer withdrawal rights

If you purchase as a consumer, applicable law may provide a cooling-off or withdrawal period for distance contracts. For UK consumers this is generally 14 days, subject to the statutory rules and exceptions that apply to digital content and services.

If you expressly request or consent to digital supply or performance beginning during a statutory withdrawal period, the law may affect the right to withdraw once supply or performance has begun. Nothing on this page removes a statutory right that applies to your purchase.

5. Faulty or misdescribed digital content

This refund policy does not replace your statutory remedies. If SonarDesk is faulty, materially not as described, or otherwise fails to meet rights that apply to digital content or services under consumer law, you may be entitled to a repair, replacement, price reduction, refund or another remedy depending on the circumstances.

6. Duplicate or incorrect charges

If you believe you have been charged twice, charged after a valid cancellation, charged an incorrect amount, or charged for the wrong plan, contact us promptly. We will investigate the subscription and transaction records and, where appropriate, arrange correction or refund through Paddle.

7. Renewal payments

Subscriptions renew automatically until cancelled. A renewal charge is not automatically refundable solely because the subscription was not cancelled before renewal. We will nevertheless consider refund requests fairly, taking account of the circumstances, applicable law, the timing of the request and whether the renewed service has been used.

8. Chargebacks

Please contact SonarDesk Support or Paddle about a disputed payment before initiating a chargeback where practical. This gives us an opportunity to investigate duplicate, fraudulent or incorrect charges promptly. This does not restrict any right you have to dispute a payment with your payment provider.

9. How refunds affect your licence

A full refund or reversal of a subscription payment may cause the associated subscription and SonarDesk licence to be cancelled or revoked. Where only part of a payment is refunded, any effect on the subscription will depend on the reason for the adjustment and the resulting Paddle subscription status.

10. Contact

For refund or billing enquiries, contact [email protected] or use SonarDesk Support. Include your purchase email address and relevant transaction details, but never send complete card details.

See also our Terms of Service.