Refund Policy

1. Who handles payments

Subscriptions to Holodeck are sold through Paddle.com, our reseller and merchant of record. Paddle charges you and issues your invoice, and refunds are paid back by Paddle to the payment method you used. This policy says when we ask Paddle to refund you. It is part of our Terms of Service.

2. The trial and the Free plan

The 14-day trial of the Team plan asks for no payment method and charges nothing. The Free plan is free. There is nothing to refund for either.

3. A new subscription

If the Team plan turns out not to be right for you, ask for a refund within 14 days of your first payment and we will refund it in full. This applies once per organization, to a monthly or an annual subscription. The organization then moves to the Free plan.

4. Renewals

In short: every new subscription and every annual renewal has the same 14 days to ask for a full refund. Only a monthly renewal is not refunded, and you can cancel it at any time.

• Annual. If you did not mean to renew, ask within 14 days of the renewal charge and we will refund it in full. The organization then moves to the Free plan.
• Monthly. A renewal is not refunded. You can cancel at any time: the organization keeps the Team plan until the end of the month already paid for, and is not charged again.

5. Cancelling

Cancelling stops the next charge. It does not refund the period already paid for, which you keep using until it ends. The organization then moves to the Free plan, and nothing is deleted.

6. Adding and removing seats

• Seats added in the middle of a period are charged for the rest of that period only.
• Seats removed in the middle of a period give a credit, used against your next charges. Credits are not paid out as a refund.

7. When we always refund

• A charge made twice, or for the wrong amount.
• A charge made after you cancelled.
• The unused part of a period, if we stop offering Holodeck or remove something your plan depends on in a way that makes it materially worse.

8. How to ask

Write to support@holodeck-tracker.com from the email address of the organization’s owner, with the organization’s name and, if you have it, the number of the Paddle receipt. We answer within 5 working days. You can also ask Paddle directly at paddle.net, and Paddle decides refunds that the law gives you the right to. Once approved, the refund generally reaches your account within 14 days, depending on your bank.

If something went wrong with a charge, please write to us before disputing it with your bank: we can usually solve it faster.

9. Your rights under the law

This policy adds to the rights the law gives you and takes none away. If you buy as a consumer, the law of your country may let you withdraw from a purchase made online within a set time, 7 days in Brazil and 14 days in the European Union and the United Kingdom, and those rights apply as the law says. To use that right, write to us or ask Paddle, as section 8 explains: you do not need to give a reason.