Refund Policy

1. Merchant of Record

Depending on your location and checkout path, DEPTH4 subscriptions may be billed by Paddle (Merchant of Record) or by Stripe on behalf of DEPTH4. Your receipt and checkout screen identify the billing provider for your purchase. For Paddle-billed customers, payment, tax, invoicing, and refund processing are handled by Paddle under Paddle's Buyer Terms.

2. Change-of-mind refund window

• You may request a refund within 14 days of the charge for which you want a refund (for example, your initial paid charge after a trial, or a renewal charge), where permitted by applicable law.
• If you started with a free trial, the 14-day window for a paid charge begins when that paid charge is taken (not from the start of the trial).
• Where consumer law in your country gives you a longer mandatory cooling-off period, that longer period applies.

3. How to request a refund

• Paddle-billed subscriptions: request a refund through paddle.net (customer portal) using the email on your receipt, or reply to your Paddle receipt email. You may also email support@depth4.com and we will help route the request to Paddle.
• Stripe-billed subscriptions: email support@depth4.com with the email on your account and approximate charge date, or manage billing via your account portal where available.
• Include your account email, plan name, and the date of the charge so we can locate the transaction.

4. What we typically refund

• Eligible change-of-mind requests made within the window above.
• Duplicate or accidental charges.
• Clear service failures where DEPTH4 could not provide access you paid for.

Refunds for renewals after long periods of uninterrupted access, or requests outside the refund window, are reviewed case by case and may be declined except where required by law. We do not use “all sales are final” as a blanket policy.

5. Cancellations (stop future billing)

Canceling stops future renewals. It does not automatically refund the current billing period unless you also qualify for a refund under this policy or applicable law. You can cancel from account billing settings, the Paddle customer portal (for Paddle-billed accounts), or the Stripe customer portal (for Stripe-billed accounts). After cancelation, access generally continues until the end of the period already paid.

6. Timing

Once approved, refunds are returned to the original payment method. Card refunds typically appear within 5–10 business days, depending on your bank or card issuer. Paddle may need to review and approve certain live refunds before they are paid out.

7. Contact

Questions about this policy: support@depth4.com. For Paddle purchases, you can also use paddle.net.