Draft for review. Seller/contact details and effective date must be completed before publication or paid launch.

SPINE · LEGAL & PRODUCT GOVERNANCE

Refund, cancellation and billing policy

1. Scope and payment relationship

This policy covers SPINE subscription purchases and associated access. Where checkout is processed by Paddle, Paddle is the authorised reseller and merchant of record. Its Buyer Terms and Refund Policy apply to the transaction alongside the Software terms. A separately agreed written order may provide additional rights; it cannot remove non-waivable rights.

2. No voluntary refunds or exchanges

Subject to section 3, completed subscription charges are final and we do not offer discretionary refunds, exchanges, or cash conversion of unused subscription time. This includes change of mind, non-use, workload changes, forgetting renewal, accidental selection of a billing interval, a later promotional price, loss of a registered computer, or incompatibility that could reasonably have been checked against the published requirements. This commercial position does not decide whether a product is legally defective or misdescribed.

Review plan scope, Windows/Host Application requirements, one-computer licensing, internet-renewal requirements, annual upfront payment and the checkout summary before purchasing. A demonstration or pilot invitation is separate from a paid subscription and does not guarantee a paid-trial refund entitlement.

3. Mandatory rights and Paddle decisions

Nothing in this policy excludes a statutory right of withdrawal, a remedy for defective, misdescribed or otherwise non-conforming digital products, an unauthorised-payment remedy, or another right that cannot lawfully be waived. Rights depend on buyer location, buyer status, product/service classification and the applicable facts. Business use does not automatically eliminate every mandatory remedy.

Paddle may issue refunds where its terms, policies, legal obligations or discretionary review permit it, even where SPINE does not offer a voluntary refund. Where immediate digital delivery involves a statutory withdrawal-right waiver, any required consent and acknowledgement must be obtained by the applicable checkout flow; merely writing this policy does not obtain that consent. Consult Paddle's current policy for applicable country-specific rules.

4. Cancellation and renewal timing

Use My subscription → Manage billing to cancel future renewal before the next renewal charge is processed. Normal cancellation takes effect at the end of the current paid period. An active monthly term remains available through its paid expiry; an annual term remains available through its paid annual expiry, unless another legitimate suspension or termination ground applies.

Cancellation stops a future renewal; it does not automatically refund the current charge, shorten the paid term into monthly instalments, or compensate unused time. Uninstalling SPINE, deleting local files, ceasing to use the Software, or sending an unrelated support request does not by itself cancel Paddle billing. Keep the cancellation confirmation and review the next-renewal status. If the portal is unavailable, contact product or Paddle support promptly and retain evidence of the request.

5. Duplicate, incorrect, failed or disputed payments

Report a suspected duplicate charge, wrong amount, unauthorised payment or materially incorrect billing promptly through the support contact to be completed on the Contact page or Paddle buyer support. Include the subscription email, order/transaction reference, date and a short explanation. Never include full card details, security codes or authentication codes. A request is not automatically an approved refund.

A pending bank authorisation is not necessarily a captured subscription charge. A failed checkout does not create paid access. If a payment is captured but activation is delayed, support should investigate the order-to-licence link; avoid making repeated purchases to resolve the issue. Your issuer's dispute rights remain available. Do not misrepresent a genuine purchase as unauthorised or seek recovery twice through separate channels.

6. Effect on licence access

A completed full refund removes the access funded by the refunded payment. An unresolved net chargeback can suspend that funded access; a reversal may permit reassessment. Partial refunds normally leave the remaining paid-period access unchanged unless the agreed adjustment or applicable legal remedy requires another outcome. A separate valid later payment is assessed independently.

Licence changes are applied through server-side payment confirmation and the next applicable entitlement check. Technical propagation time is not a grant of a continuing right to use refunded access. Subscription cancellation and refund are distinct actions; confirm the renewal status separately if a refund is granted. Local project files and reports are not remotely deleted by changing the subscription state.

7. Processing, currency and decision records

Approved refunds are handled through the payment arrangements applicable to the order, normally to the original payment method where supported. Settlement times are controlled in part by Paddle, payment networks and the bank; SPINE does not promise an immediate credit or a particular exchange rate. Exchange movements or independent bank charges may cause the amount credited in your account currency to differ, subject to applicable rights.

We may request proportionate information to locate and investigate an order. Where a request is declined, mandatory complaint and escalation routes remain available. Retain the decision, order reference and cancellation confirmation. This policy does not impose a shorter statutory claim period or prevent a regulator complaint or legal remedy.

8. Supplier and support particulars

The following fields are reserved for final launch completion. Until then, this document remains a draft and does not indicate that paid checkout or seller approval is complete.

Software supplier

[Seller legal name — to be completed]

Support email

[Support email — to be completed]

Contact address

[Public contact address — to be completed]