Refund & Credits Policy

Last updated: 2 November 2026

This policy explains how prepaid credits for CX-Signals work and when you can get a refund. It forms part of our Terms & Conditions.

1. Payment Processing

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Paddle takes your payment, charges any sales tax or VAT, issues your receipt, and makes every refund. Your purchase is also covered by Paddle's Buyer Terms and Refund Policy.

2. 14-day refund

You can ask for a refund of a purchase within 14 days of the purchase date, no questions asked.

3. What is refunded: only what is left

CX-Signals is prepaid, not a subscription. If you ask for a refund, you get back only the budget that is left from that purchase. Credits that have already been used are not refunded. The refund is paid to the payment method you used, and the credits refunded are removed from your workspace balance.

• Credits are used oldest first, so credits from earlier purchases count as used before the purchase you want refunded.
• Credits reserved by a run that is still in progress count as used until the run finishes.
• Bonus credits (extra credits we may add for free) are never refunded.

A purchase more than 14 days old is not refundable, except that if we end the service, we refund your unused credits whatever the purchase date (section 15.3 of the Terms).

4. Statutory Rights

Nothing in this policy limits any right you have under the law where you live, or under Paddle's Refund Policy. Where one of them gives you more, the more generous one applies.

5. How to ask for a refund

• Ask Paddle at paddle.net and select "Request refund", or use the link in your receipt; or
• email us at support@cx-signals.com with the invoice number from your Paddle receipt. We will work out the amount and ask Paddle to make the refund.

Requests are normally made by the workspace administrator or the person who made the purchase.

6. Payment disputes

Please contact us or Paddle before you dispute a payment with your bank. If a payment is disputed, or Paddle refunds it on its own decision, your workspace is put on hold (runs already in progress finish normally) and the credits from that payment are removed from your balance, even if already used, so the balance can go below zero. Runs start again once the dispute is settled in your favour or the balance is back above zero.

7. Changes to this policy

This policy forms part of our Terms & Conditions, so we change it in the same way (section 19 of the Terms): we post the updated policy on our website, update the "Last updated" date and email workspace administrators. The version in force when you bought credits governs the refund of that purchase.