Refund Policy

This policy explains when you can cancel, when you can get your money back, and how to ask. It applies to all CATMANAGER subscriptions sold by Acode LLC and forms part of our Terms of Service.

1. Cancelling your subscription

You can cancel at any time, for any reason, without giving notice or a reason.

Cancellation stops the next renewal. Your access continues until the end of the billing period you have already paid for, and you are not charged again after that. Because subscriptions are billed monthly in advance, we do not pro-rate or refund the unused part of the current month unless one of the situations in section 2 or 3 applies.

To cancel, use the buyer portal linked in your subscription confirmation email, submit a request at paddle.net, or email us at [email protected] and we will arrange it.

Before your access ends, use the CSV export in the app to take a copy of your data. We keep your data available for export for 30 days after termination.

2. 14-day right of withdrawal (EU, EEA and UK consumers)

If you are a consumer resident in the European Union, the European Economic Area or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of the transaction, without giving a reason.

There is one important exception, which applies to digital services generally. When you subscribe, you are asked to agree that access begins immediately. If you agree to that and then start using the Service within the 14-day period, you acknowledge that you lose the statutory right of withdrawal for the part of the service already supplied. This follows Article 16(m) of EU Directive 2011/83/EU and the equivalent UK rules.

In practice:

• If you subscribe and have not used the Service, you get a full refund within the 14 days.
• If you have started using the Service, we will still consider a refund on a fair basis — see section 3. We do not use the exception as a reason to refuse reasonable requests.

To withdraw, email [email protected] with your order reference within 14 days of purchase. A clear statement is enough; no particular form of words is needed.

Note that this statutory right applies to consumers. Where you purchase in the course of a business, it does not apply, but the discretionary refunds in section 3 still do.

3. Refunds outside the withdrawal period

We would rather fix a problem than keep money from an unhappy customer. We will normally issue a full or partial refund where:

• The Service was materially unavailable for a sustained period during your billing month due to a fault on our side, and we could not restore it within a reasonable time;
• The Service does not do what we described on our website or in our documentation, and we cannot correct it within a reasonable time after you tell us;
• You were charged in error, for example a duplicate charge, a charge after a valid cancellation, or a charge on the wrong tier;
• You were charged for a renewal you did not intend and you contact us promptly after the charge, and you have not made substantial use of the Service in that new period.

Outside these situations, refunds for a period already used are at our discretion. We look at each request on its merits and we try to be reasonable about it. Contact us and explain the situation.

None of this affects any right you have under mandatory consumer protection law in your country of residence.

4. What is not refundable

• Periods already elapsed where the Service was available and working as described.
• The remaining part of the current month after a voluntary cancellation, except as set out in sections 2 and 3.
• Charges arising from your own use, such as third-party API credits you consume through your own connected accounts.
• Loss caused by decisions you made based on scores, search volume estimates or AI classifications, which are indicative rather than guaranteed, as explained in our Terms of Service.
• Accounts terminated by us for a material breach of the Terms of Service, such as fraud or abuse.
• Interruptions caused by factors outside our reasonable control, such as failures at a third-party data or infrastructure provider, though we will always consider a goodwill credit in these cases.

5. How to request a refund

You can contact either of us — whichever is easier:

• Acode LLC — email [email protected]
• Paddle, our payment provider and merchant of record — paddle.net

Please include the email address used for the purchase, the order or invoice reference, and a short description of the problem. We will acknowledge your request within 2 business days and give you a decision within 5 business days.

6. How refunds are paid

Approved refunds are issued by Paddle to the original payment method. Paddle acts as the merchant of record for all CATMANAGER orders, so the refund will appear from Paddle rather than from Acode LLC.

Once approved, funds typically reach your account within 5 to 10 business days, depending on your bank or card issuer. Any sales tax or VAT charged is refunded proportionally with the refunded amount.

Where a subscription is refunded in full, access to the Service ends when the refund is processed.

7. Failed payments and price changes

If a renewal payment fails, Paddle may retry it. If payment still cannot be collected, we may suspend access until the balance is settled. Suspension for non-payment does not create a refund entitlement for the unpaid period.

We give at least 30 days' notice before a price change affects your subscription. If you do not accept the new price, cancel before it takes effect and you will not be charged the new amount. If a price increase is applied without the required notice, we will refund the difference.

8. Chargebacks

If you think a charge is wrong, please contact us or Paddle first. We can almost always resolve billing issues faster than a bank dispute, and a chargeback can result in your account being suspended while it is investigated.

Raising a chargeback does not remove your right to a refund under this policy — it just tends to make everything slower for both of us.

9. Contact

Acode LLC
Pushkin Street 46, 0010 Yerevan, Armenia
Email: [email protected]
Phone: +374 55782705
Registration number: 999.110.1596752 · TIN: 02952249

For payment, invoice and receipt enquiries you can also contact Paddle directly at paddle.net.