Refund Policy

This Refund Policy applies to paid Diagramy subscriptions. It works together with our Terms of Service, Payment & Billing Policy, and Paddle’s Refund Policy.

Paddle.com Market Ltd. (“Paddle”) is the Merchant of Record and the legal seller of paid plans. Refunds, when granted, are processed by Paddle — not paid directly by Diagramy, Inc..

Unless required by applicable law or expressly stated in this policy, subscription fees are non-refundable and non-exchangeable once charged. Canceling a subscription stops future renewals; it does not automatically refund amounts already paid for the current billing period.

If you start a Team 14-day free trial and cancel before the trial ends, you will not be charged for that trial. No refund is needed because no paid charge occurs.

If the trial converts to a paid subscription and you are charged on day 15, that first paid charge is treated like any other subscription renewal under this policy.

You can cancel anytime through the billing portal or by emailing [email protected]. After cancellation:

• You keep paid-plan features until the end of the period already paid for
• Your subscription will not renew
• Unused time in the current period is generally not refunded, except where this policy or law requires otherwise

We (or Paddle on our behalf) may approve a full or partial refund in good faith, including where:

• You request a refund within 14 days of a charge and have not made substantial use of paid features after that charge (reviewed case by case)
• You were charged because of a clear billing error or duplicate charge
• Access to paid features was unavailable for a material period due to a Service outage we caused, and we cannot reasonably remedy it
• Applicable consumer law gives you a mandatory withdrawal or refund right

Paddle may also issue discretionary refunds under its own refund policy, including within 14 days of a transaction or renewal, at Paddle’s discretion. A request within that window does not guarantee approval.

• Change of mind after substantial use of paid features in the billed period
• Failure to cancel before a renewal you authorized
• Downgrading seats or plans mid-cycle (adjustments typically apply at next renewal)
• Dissatisfaction with features that were described on our pricing page at purchase
• Violation of our Terms resulting in suspension or termination

To request a refund:

1. Prefer the support or refund link in your Paddle receipt / billing portal, or contact Paddle buyer support; or
2. Email [email protected] from the email on your account with: account email, workspace name, approximate charge date and amount, and the reason for the request.

If we agree a refund is appropriate, we will instruct Paddle to process it. We do not send refunds from our own bank accounts. Approved refunds are typically returned to the original payment method within about 14 days of approval; banks may take longer to post the credit.

Please contact us or Paddle before filing a chargeback with your bank. Chargebacks for authorized charges may lead to suspension of access while the dispute is reviewed. Filing a chargeback does not replace contacting support for a faster resolution.

Nothing in this policy limits rights you cannot waive under applicable consumer protection or distance-selling laws. Where those laws require a refund or withdrawal right, that right prevails.

Diagramy, Inc.
Support: [email protected]
Legal: [email protected]
Website: https://diagramy.io