Refunds and cancellations follow the provider used for the purchase: Paddle on the web, Apple in the iOS app or Google Play in the Android app, together with mandatory consumer law.
Policy and payment roles
Purchases made on the Sitelemetry website are sold by Paddle, our Merchant of Record. Paddle handles payment processing, taxes, invoices, refunds and payment disputes for those website purchases. Sitelemetry supplies the product and provides technical support.
Refunds, statutory withdrawals and payment disputes are governed by the official Paddle Refund Policy and Paddle Buyer Terms. Sitelemetry imposes no additional refund eligibility conditions, exclusions or exceptions.
Purchases made in the iOS app are processed by Apple and purchases made in the Android app are processed by Google Play. Eligibility, review and payment of a store refund are governed by the applicable store and mandatory consumer law. Request an Apple refund at reportaproblem.apple.com or use the official Google Play refund process. Sitelemetry can investigate access or delivery issues. Apple controls Apple refund decisions. For Google Play purchases, use Google Play's refund process or contact support@sitelemetry.com; Sitelemetry may review and, where permitted, issue an eligible refund through Google Play.
Requesting and receiving a refund
To request a refund or exercise a statutory withdrawal right, use the View receipt or Manage subscription link in your Paddle transaction email, use the support link in your account billing page, or visit paddle.net and choose Request refund.
Paddle reviews and processes refund requests under its policy. Approved refunds are returned to the original payment method where possible, and access to the refunded product ends. Bank and payment-network processing times may apply after approval.
Subscription cancellation
You may cancel an active subscription at any time through the billing or customer portal available from your Sitelemetry account, or through Paddle Buyer Support. Cancellation takes effect at the end of the current billing period and prevents future renewal charges.
Cancellation and refund requests are separate. Cancelling a subscription does not replace a refund request through the Paddle channels above.
Apple subscriptions must be managed or cancelled in your Apple Account; Google Play subscriptions must be managed or cancelled in Google Play. Uninstalling the app, signing out or deleting a Sitelemetry account does not cancel a store subscription. Access normally continues through the paid period unless the provider refunds, revokes or otherwise ends it.
Technical and product support
For product access or technical help, contact support@sitelemetry.com. Sitelemetry will investigate the product issue and cooperate with Paddle when transaction information is needed. For payments, receipts, refunds or payment disputes, contact Paddle Buyer Support.
Mandatory rights, safety and contact
Nothing in this policy limits any non-waivable right under applicable consumer law. Where local law grants greater rights, those rights prevail.
Do not send a full card number, security code, password, API key or scan secret by email or support ticket. Paddle can identify a purchase using the transaction email and order information.