Refund Policy

Payments for EstVis are processed by Paddle, which acts as merchant of record for the sale. Paddle takes the payment, issues the receipt or invoice, and is the name you see on your card or bank statement. When a refund is due under this policy, we approve it and Paddle issues it.

A refund goes back to the original payment method only. We cannot send it to a different card, account or person. How long it takes to appear once Paddle has issued it depends on your bank or card issuer.

Paddle’s own buyer terms also apply to your purchase. Nothing in this policy takes away a right they give you.

You may request a full refund of the first payment for your shop’s subscription within fourteen (14) days of the date that payment is charged. This applies to monthly and annual billing alike, and you do not have to tell us why.

What counts as the first payment

The first payment is the first charge actually made for your shop’s subscription – not the day you registered, started a trial or placed the Order. The free trial needs no card and charges nothing, so it does not start the fourteen days, and neither does an Order that is set to start on a later date. The window opens on the day the first charge is made.

The window applies once per shop. If your shop cancels and later subscribes again, the charge that restarts the subscription is not a first payment.

What the refund covers

The refund covers the first payment and any further charge made for the same subscription within those fourteen days – for example for additional Authorized Users or a move to a higher plan. Because the period it paid for is handed back, a refund under this section ends the subscription when it is issued, rather than at the end of the paid period.

Except as set out in Exceptions, once fourteen days have passed since the first payment, payments are non-refundable. Renewals – monthly or annual – are never covered by the fourteen-day window.

We do not refund or pro-rate time you have paid for and do not use. In particular, there is no refund when you:

• cancel part-way through a monthly or annual billing period;
• move to a lower plan or to a shorter billing term;
• remove Authorized Users;
• take a shop out of a multi-shop account, including where the account loses a multi-shop discount as a result;
• stop using the Software without cancelling.

Credits are not refunds

When a change part-way through a billing period lowers what you owe, our billing system may apply a credit automatically against a later charge on the same subscription. A credit like that is not a refund: it is not paid out to you, and it does not reopen the fourteen-day window.

You can cancel at any time from the billing screen in Workflow, or by emailing support@estvis.com.

Cancellation takes effect at the end of the billing period you have already paid for. Until then your shop keeps full access to the Software. After that the subscription does not renew and no further charges are made. Cancelling does not by itself refund the period in progress: if you are still within fourteen days of your first payment and want your money back as well, ask for a refund as described in How to request a refund.

What happens to your Shop Data when the subscription ends is set out in the Subscription Agreement. In short, it stays on your Desktop Server, and for thirty days we will help you export it.

Email support@estvis.com within the fourteen days and include:

• the name of your shop;
• the email address of the account that placed the Order;
• the invoice or transaction number from the receipt or invoice Paddle sent you.

A request is on time if it reaches us within the fourteen days, even if the refund is issued after they have passed.

We answer a refund request within five (5) business days and, if it qualifies, pass it to Paddle to issue within the same period. Paddle returns the money to the original payment method; how long it then takes to appear depends on your bank or card issuer.

Duplicate charges and billing errors

If you are charged twice for the same thing, charged the wrong amount, or charged after a cancellation has taken effect, we will correct it by refunding the excess, whenever the error comes to light and regardless of the fourteen-day window.

Refunds under the Subscription Agreement

The Subscription Agreement refunds the unused portion of prepaid fees in two cases: where the Software does not perform materially as described and we cannot fix it, and where we withdraw part of the Software because of an intellectual property claim. This policy does not limit those refunds.

Where the law requires a refund

Nothing in this policy excludes a refund that the law requires. In Australia, the Software comes with guarantees under the Australian Consumer Law that cannot be excluded, and your rights under it are unaffected, as set out in the Regional terms of the Subscription Agreement.

We may update this policy. A payment is governed by the version in force on the day it is charged. We will give you at least thirty (30) days’ notice of a change that reduces your rights, by email to your billing contact and by posting it here, as the Subscription Agreement provides. The date at the top of this page shows when the policy last changed.

Questions about a charge or a refund go to AK Software LLC, doing business as EstVis.

Email: support@estvis.com · Phone: +1 (407) 652-3301