Refund Policy

1. Merchant of Record

All purchases of atreoLINK are processed by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all orders and handles all billing, refunds, and payment-related customer service. Your purchase is also subject to Paddle's Checkout Buyer Terms, and refunds are administered in line with Paddle's refund policy.

2. Right to Cancel

If you are a consumer in the United Kingdom or European Union, you have a statutory right to cancel your initial paid subscription within 14 days of the date of purchase, without giving a reason. This right does not apply to subscription renewals.

If you ask for the service to start during the 14-day period and then cancel, a deduction may be made for the value of the service already provided. The right to cancel is lost once the service has been fully performed, or where you have otherwise had the full benefit of it, before the end of the 14-day period.

3. Subscription Renewals

Subscription renewals are not covered by the 14-day right to cancel. Refunds for renewal charges are issued at Paddle's sole discretion on a case-by-case basis and may be refused.

To avoid renewal charges, you may cancel your subscription at any time before the renewal date. Your service will remain active until the end of the current billing period.

4. Absolute Cutoff

In line with Paddle's refund policy, refund requests received more than 60 days after the date of the original transaction will not be processed, except where a refund is required by applicable law.

5. How to Request a Refund

To request a refund, you can:

1. Contact our support team at support@atreolabs.com with your account email and reason for the request.
2. Contact Paddle directly through the receipt email you received at the time of purchase.

Where a refund is approved, Paddle will process it to the same payment method used for the original transaction, without undue delay and no later than 14 days after approval. The time for the funds to appear in your account depends on your bank or payment provider. You will not incur any fees as a result of the refund.

6. Refund Eligibility

• Initial purchases: Eligible for refund within the 14-day statutory right to cancel, subject to the limits described in section 2.
• Subscription renewals: Not covered by the right to cancel; refunds at Paddle's discretion only.
• After 60 days: No request will be processed, except where a refund is required by applicable law.
• Free plan: The Free plan has no associated charges, so no refund applies.

7. What Happens After a Refund

Once a refund is processed:

• Your paid subscription will be cancelled.
• Your account will be downgraded to the free tier (if eligible based on current usage).
• Remote access tunnels and custom subdomains tied to your paid plan may be deactivated.

8. Plan Downgrades

If you downgrade from a paid plan to a lower tier or the free tier, no pro-rated refund is issued. Your current plan features remain active until the end of the billing period, at which point the downgrade takes effect.

9. Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.

10. Contact

For billing and refund inquiries, contact us at support@atreolabs.com or reach out to Paddle directly through your purchase receipt.