Refund and Cancellation Policy

This Refund and Cancellation Policy applies to DIRWAAS subscriptions, digital products and SaaS services unless a specific product or written order form states different terms.

Nothing in this Policy limits mandatory consumer rights.

1. Thirty-day initial purchase guarantee

Subject to the exclusions below, a first-time Customer may request a refund of the initial subscription payment within 30 calendar days of the original purchase date.

The 30-day guarantee applies once per Customer, organization and substantially similar Product. It does not restart following cancellation, re-subscription, account replacement or purchase through another email address.

2. Excluded purchases

Unless required by law or expressly approved, the guarantee does not apply to:

• Subscription renewals.
• Usage-based charges already incurred.
• Consumed credits or completed transactions.
• Customized development, implementation or consulting work.
• Setup, onboarding or migration work already performed.
• Downloadable or generated outputs delivered and accessed.
• Third-party fees, licences or services purchased for the Customer.
• Taxes, bank fees, exchange-rate differences or payment-provider charges.
• Accounts suspended or terminated for breach, fraud or abuse.
• Duplicate refund requests or refund-policy manipulation.
• Purchases made after previously receiving a refund for the same or a substantially similar Service.

3. Renewals

Subscriptions renew automatically unless cancelled before the renewal date.

Renewal payments are generally non-refundable because access is reserved and made available for the renewed period.

However, we will review a renewal refund request where:

• It is submitted promptly after renewal.
• There has been no material use following renewal.
• A documented system or cancellation error occurred.
• Applicable law requires a refund.

4. Cancellation

You may cancel a subscription at any time through the available billing portal or by contacting the payment provider or DIRWAAS support.

Cancellation normally takes effect at the end of the current paid billing period. You may continue using the Service until then.

Cancellation does not automatically create entitlement to a prorated refund.

5. Technical issues

Before requesting a refund based on a technical problem, contact [email protected] and provide sufficient details to reproduce the issue.

DIRWAAS must be given a reasonable opportunity to investigate and correct a remediable problem.

A persistent material defect preventing access to the core purchased functionality may qualify for a refund where it cannot be resolved within a reasonable period.

6. Paddle transactions

For purchases processed through Paddle, Paddle is the Merchant of Record.

Refund and cancellation requests may be submitted through:

• The purchase receipt.
• The subscription-management link.
• Paddle's buyer-support process.
• DIRWAAS support, which may refer the request to Paddle.

Paddle's applicable Buyer Terms and Refund Policy also govern payment handling. Paddle may approve, partially approve or decline a request based on transaction history, product usage, applicable law and relevant circumstances. Paddle's current refund framework reviews requests case by case and preserves mandatory statutory rights.

7. Refund method

Approved refunds will ordinarily be returned to the original payment method.

Processing time depends on the payment provider, bank and card network. DIRWAAS is not responsible for delays after a refund has been properly submitted to the payment system.

8. Chargebacks and abuse

Customers should contact support before initiating a chargeback where the issue can reasonably be resolved directly.

DIRWAAS may suspend access while a chargeback or payment dispute is investigated.

Fraudulent claims, false non-delivery allegations, repeated refund abuse or continued use after claiming non-receipt may result in permanent account termination and submission of relevant evidence to the payment provider.

This does not restrict lawful chargeback or consumer rights.

9. Contact

Refund and cancellation questions: [email protected]