14-day full refund
Every paid subscription comes with a 14-day money-back guarantee, counted from the date of the charge. This applies to your first payment and to every renewal — if a renewal catches you by surprise, tell us within 14 days and we return it.
You do not need to justify the request. You do not lose the refund because you used the Service; exporting records during the period does not void it. We ask for feedback, but answering is optional and has no bearing on the refund.
How to ask
Either:
- Email hello@frontageleads.com from the address on the account, with the word "refund" anywhere in the message; or
- Use the "Need help with this order?" link on the Paddle receipt you were emailed.
We reply within one business day and approve the refund at the same time.
How to cancel
Cancelling and refunding are separate things. To stop future charges, open your account page and cancel, or use the management link on your Paddle receipt. Cancellation takes effect at the end of the period you have already paid for — you keep full access until then, and afterwards the account drops to the Free plan rather than disappearing. Nothing you exported is taken away.
After 14 days
We do not routinely refund a period that is more than 14 days old, because you have had the use of it. We do make exceptions, and you should ask if any of these apply:
- You were charged after cancelling. Always refunded in full.
- Duplicate or accidental charge. Always refunded in full.
- Extended outage. If the Service was unavailable for a meaningful part of the period, we refund that part pro rata without being asked twice.
- Unauthorised use of your card. Tell us and tell your bank; we refund and close the subscription immediately.
- A feature you subscribed for was removed or materially reduced. Pro-rated refund of the unused part of the period.
Free plan
The Free plan never charges anything, so there is nothing to refund. You can use it indefinitely to decide whether the paid plans are worth it, which is precisely why it exists.
How the money comes back
Refunds are issued through Paddle.com Market Ltd, our merchant of record, back to the original payment method. Paddle processes approved refunds within 1–2 business days; your bank or card issuer then takes a further 3–10 business days to show it. Any sales tax or VAT charged is refunded with it. We cannot send a refund to a different card or account than the one that paid — that restriction is Paddle's, and it exists to prevent fraud.
Chargebacks
Please email us before raising a chargeback with your bank. A chargeback costs us a fee on top of the refunded amount, takes months to resolve, and gets you your money more slowly than simply asking. We have never refused a good-faith refund request.
Accounts with an unresolved chargeback are suspended until it is settled.
Abuse
The guarantee is meant for people deciding whether the product suits them. Repeatedly subscribing, exporting the monthly allowance and refunding is not that, and we may decline a refund or refuse further subscriptions where the pattern is obvious. This is rare and we will always explain our reasoning in writing.
Questions
hello@frontageleads.com — we answer every email.