Refund Policy

Last updated: May 7, 2026

Introduction

This Refund Policy explains how we handle refunds, cancellations, and returns for the Monitoristic service, operated by Solvix Studio ("we," "us," or "our").

Please read this policy carefully before making a purchase. If you have any questions, please contact us at [email protected].

Payment Provider & Our Refund Process

Paddle as Merchant of Record

All payments and refunds for Monitoristic are processed by Paddle.com, which acts as the Merchant of Record.
This means Paddle handles all payment transactions, refund processing, and payment-related customer service on our behalf.

How Refunds Work

When you request a refund from us:

You submit the request to us at [email protected]
We evaluate your request based on this Refund Policy and your specific circumstances
If we approve, we submit the refund to Paddle for processing
Paddle processes the refund to your original payment method
You receive confirmation from Paddle when the refund is complete

Important Notes

We make the initial decision on refund eligibility based on our policies
Paddle handles all aspects of the actual refund transaction
Refund processing times depend on your payment method (see below)
In cases of dispute, Paddle's Buyer Terms and Paddle's Refund Policy govern the final outcome
For payment-related refund inquiries, you may also contact Paddle directly

Applicable Policies

This Refund Policy explains our refund philosophy and process
Where this policy and Paddle's policies differ, Paddle's policies and applicable consumer protection laws take precedence
We encourage you to review Paddle's Refund Policy for complete information about your rights

Our Satisfaction Guarantee

Every paid plan on Monitoristic comes with a 14-day satisfaction guarantee from the date of your initial purchase.

If you are not satisfied for any reason within 14 days of your first subscription, we will process a full refund, no questions asked.
This guarantee applies to your initial purchase only, not to renewal charges.

How to Request a Refund

To request a refund, email us at [email protected] with:

The email address associated with your account
Your order ID (if available)
The reason for your refund request (optional but helps us improve)
For renewal refunds: any relevant details about technical issues or circumstances

Response Timeline

We aim to respond to all refund requests within 2 business days
If your refund is approved, we will submit it to Paddle for processing immediately
You will receive a confirmation email once the refund has been initiated

If Approved

We will process your refund with Paddle
You will receive a confirmation email when the refund is initiated
Access to paid features ends when the refund is processed

If Denied

We will provide a brief explanation for the denial
If you believe the denial was in error or you have additional circumstances to consider, you may reply to our email for reconsideration
If we cannot resolve the dispute, you may have rights under Paddle's dispute resolution process or applicable consumer protection laws

How Refunds Are Processed

Refunds are processed by Paddle using the same payment method where possible. Processing times depend on your payment method:

Credit/Debit Card

Refunds typically appear within 5–10 business days
The exact timing depends on your card issuer's processing times

PayPal

Refunds typically appear within 48 hours
PayPal refunds are generally processed more quickly than card refunds

Other Payment Methods

Processing times vary by payment method
Contact us at [email protected] for specific timing information

What Happens When You Receive a Refund

Access to paid features of the Service will cease immediately upon refund processing
Your account — access to all paid features will be removed from your account
Your monitoring data will be retained for 30 days before deletion, in accordance with our Terms & Conditions
You can reactivate your subscription at any time by purchasing a new plan

Upgrades and Plan Changes

Each Transaction Is Separate

Each upgrade or plan change is treated as a separate transaction
Refund eligibility is assessed based on the date of each transaction, in accordance with Paddle's refund policy

Plan Upgrades

Plan upgrades take effect immediately
You will be charged a prorated amount for the upgrade
If you upgrade and then request a refund within the 14-day guarantee period, the entire amount (original plan + upgrade) may be refunded

Plan Downgrades

You may downgrade your plan at any time
The change will take effect immediately
You will receive a prorated credit for the remaining time on your previous plan

Subscriptions and Renewals

Initial Purchase - 14-Day Satisfaction Guarantee

Every new paid plan subscription comes with a 14-day satisfaction guarantee from the date of your initial purchase
If you are not satisfied for any reason within 14 days of your first subscription, we will process a full refund, no questions asked

Subscription Renewals

Subscription renewals are treated as separate transactions. Your refund eligibility for renewals depends on:

Technical Issues

If the service experienced significant downtime or technical problems during the renewal period that materially affected your use, we may offer a prorated refund for the affected renewal period
Technical issues must be verifiable and beyond normal minor interruptions

Billing Errors

If you were charged in error (duplicate charges, incorrect amount, etc.), we will refund the full amount of the erroneous charge
Please contact us at [email protected] if you believe you were billed incorrectly

EU/EEA/UK Statutory Rights

Under consumer protection laws in the European Economic Area, United Kingdom, and certain other jurisdictions, you may have statutory withdrawal rights for renewals
These rights vary by jurisdiction and circumstance
If you believe you have statutory withdrawal rights for a renewal, please contact us and we will evaluate your request in accordance with applicable law

Discretionary Refunds

Outside of the above circumstances, we generally do not offer refunds for subscription renewals that have already been billed
However, if you have extenuating circumstances, please contact us — we consider each request on a case-by-case basis

Cancellation vs. Renewal Refunds

Cancellation before renewal: If you cancel before your renewal date, you will not be charged for the next period
Refund after renewal: If you want a refund for a renewal that has already processed, the above policy applies — we evaluate based on technical issues, billing errors, statutory rights, or discretionary consideration

Preventing Unwanted Renewals

To avoid unexpected charges, we recommend:

Setting a calendar reminder for your renewal date if you don't wish to continue
Cancelling before your renewal date if you're unsure
Checking your email for renewal notifications from Paddle, our Merchant of Record

Cancellation vs. Refund

Cancellation and refund are two different actions:

Cancellation

Stops future billing
You retain access to your plan until the end of your current billing period
You can cancel at any time from your account dashboard or by emailing us

Refund

Reverses a charge
Access to paid features ends when the refund is processed
Requires evaluation and approval under this Refund Policy

How to Cancel

You can cancel your subscription at any time:

From your account dashboard
By emailing us at [email protected]

Cancellation takes effect at the end of your current billing period, and you will not be charged again after that.

Chargebacks

If you believe your rights have been violated or you have a payment dispute that we cannot resolve through our refund process, you may have the right to file a chargeback with your card issuer or payment provider.

Before Filing a Chargeback

We encourage you to contact us first at [email protected]
Many disputes can be resolved quickly and amicably without involving your payment provider
Filing a chargeback should be a last resort after you've attempted to resolve the issue with us directly

Chargeback Consequences

If you file a chargeback, the dispute process is governed by your card issuer's rules and timelines, not our Refund Policy
Paddle will represent its interests in chargeback disputes
We reserve the right to suspend or terminate accounts that file excessive or fraudulent chargebacks
If a chargeback is resolved in our favor, the refunded amount may be re-charged

Legitimate Chargebacks

We respect your legitimate chargeback rights for:

Unauthorized use of your payment card
Charges for services not rendered (if we experienced a complete service failure)
Billing errors that we failed to correct

For any chargeback, please contact us at [email protected] so we can attempt to resolve the issue amicably before you involve your card issuer.

Statutory Rights

Nothing in this policy limits or excludes any rights you may have under mandatory consumer protection laws in your jurisdiction, including:

Statutory withdrawal rights in the EU/EEA, UK, and other regions
Consumer protection laws that may provide additional refund or cancellation rights
Payment method rules (such as chargeback rights under card network rules)

Where local laws provide greater refund or withdrawal rights, those rights apply.

If you believe you have statutory rights that are not reflected in this policy, please contact us at [email protected] and we will evaluate your request in accordance with applicable law.

Partial Refunds and Prorations

Service Credits

In cases of significant service disruption that doesn't qualify for a full refund, we may offer service credits instead of monetary refunds
Service credits are applied as a discount or extension to your next subscription billing period, processed through Paddle

Prorated Refunds

For technical issues that affect only part of a billing period, we may offer a prorated refund for the affected days
Prorated refunds are calculated based on the number of days of significant service disruption

Discretionary Credits

We may issue service credits or partial refunds at our discretion in cases where the service didn't meet expectations but doesn't qualify for a full refund under this policy
Each request is evaluated on a case-by-case basis

Governing Terms

This Refund Policy is subject to our Terms & Conditions
Payment-related refunds are also governed by Paddle's Buyer Terms and Paddle's Refund Policy

If there is a conflict between this policy and:

Our Terms & Conditions: The more generous refund provision applies
Paddle's policies: Paddle's policies and applicable consumer protection laws take precedence

Contact

If you have any questions about refunds, cancellations, or billing, please contact us:

Email: [email protected]
Response Time: We aim to respond to all refund-related inquiries within 24 hours

For payment-specific inquiries, you may also contact Paddle directly through their customer support channels.

Policy Changes

We may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or Paddle's policies:

Notice: We will provide at least 30 days' advance notice of any changes via email to the address associated with your account
Material Changes: Material changes will be clearly communicated with a summary of what has changed
Retroactive Application: Changes to this policy will not apply retroactively to purchases made before the change takes effect

This Refund Policy was last updated on May 7, 2026. Monitoristic is operated by Solvix Studio. All payment and refund processing is handled by Paddle.com as Merchant of Record.