Refund Policy

1. Who you pay

Clossara builds and runs the service. When you pay for a plan, you buy that plan from Paddle, which resells it as the merchant of record. Clossara does not take or store your card number.

The Paddle company on the payment depends on where you buy from:

• United States: Paddle.com Inc.
• Canada: Paddle.com (Canada) Ltd.
• Everywhere else: Paddle.com Market Limited.

The payment contract is Paddle's Buyer Terms. Use of the Clossara workspace is governed by our Terms of Service.

Paddle publishes the refund rules for that payment in its Refund Policy (31 March 2026). This page explains those rules for a Clossara plan. It does not add a money-back guarantee. If this page and Paddle's policy differ, Paddle's policy and the law govern the payment.

2. The default

Unless the law requires it, fees already paid are not refundable, and a plan cannot be exchanged for cash. That is the same rule as section 8 of our Terms of Service.

A new workspace can start on a free trial with no card. There is nothing to refund until a paid plan starts.

Paddle will not refund a payment where there is evidence of fraud, refund abuse, or similar manipulation.

3. Rights the law gives consumers

If you buy as a consumer, the law where you live can require a refund even though the default is no refund. Paddle applies those rights. In Paddle's terms, a consumer is someone who buys wholly or mainly for personal use, and a business is someone who buys for their trade or profession.

Clossara is offered for business use. If you buy for a business, these windows generally do not apply, and section 2 does. If you are a consumer, the windows below apply, and a mandatory right always wins over this page.

If a subscription includes a free trial charged by Paddle, a new 14-day window for EU, EEA, Switzerland and UK consumers starts when that trial ends and the first charge is taken. The no-card trial on a new Clossara workspace is not that kind of trial. The window, where it applies, runs from the first payment.

For digital content, the EU, EEA, Switzerland and UK withdrawal right does not apply once you have started using the service, if at checkout you agreed that access could start before the withdrawal period ended. Paddle's Buyer Terms describe when that exception applies.

EU consumers can use the withdrawal button in the Paddle customer portal during the 14 days. The button is in the language of the checkout. UK consumers, and anyone else using a right in this section, ask Paddle by the methods in section 4. Paddle refunds a valid withdrawal within 14 days of receiving the request.

4. How to ask for a refund

A refund of the payment is handled by Paddle. Contact Paddle in either of these ways:

• the support link in your receipt, or the billing page in your account;
• paddle.net, then “Request refund”.

You can open the customer portal from the “Manage subscription” or “Manage transaction” link in Paddle's confirmation email.

Paddle uses its own transaction record to check the date. That record does not override a right the law gives you. If you are unsure whether a payment qualifies, ask at paddle.net.

5. Cancelling is not a refund

You can cancel a subscription at any time. Cancellation takes effect at the end of the current billing period. You keep access until then, and the next renewal is not charged. The fee already paid for the current period is not returned unless a refund right in this policy applies.

To cancel:

• open the Paddle customer portal from the “Manage subscription” link in your confirmation email, and choose cancel; or
• ask at paddle.net; or
• cancel from the billing page in your Clossara workspace, or write to hello@clossara.com.

If a payment is not eligible for a refund, you can still cancel so that no further charge is taken.

6. How the money is returned

When Paddle approves a refund, it sends the money back to the same payment method where that is possible, within 14 days of the approval. A withdrawal under section 3 is refunded within 14 days of Paddle receiving the request.

After Paddle sends the refund, a card refund typically appears in 3 to 5 working days. A PayPal refund typically appears in about 48 hours. Your bank or PayPal sets the final timing.

Paddle can send a card refund only while the payment is still inside the card scheme's window, about 120 days, and a PayPal refund for about 179 days. A later request has to be declined unless the law says otherwise.

If you receive a refund, access to that paid plan ends. What happens to your data is section 9 of the Terms of Service: access stops, and for 30 days you can ask us for an export.

7. If the product is faulty

If a technical fault stops you using the features you paid for, write to hello@clossara.com first. We will try to fix it.

If we cannot, contact Paddle as in section 4. Tell them what failed and what we replied. Where there is evidence of a material fault, Paddle refunds as consumer law requires. Paddle's Buyer Terms also say that if the supplier fails to deliver the product, or unreasonably delays delivery, because of a technical issue, you are entitled to a replacement or a refund of the charge.

Our Terms already say that if we end a subscription because of an intellectual-property claim, we refund the prepaid fees for the unused period.

8. Sales tax

A business that was charged VAT, GST, or a similar sales tax, and is registered for that tax in the country of purchase, can ask Paddle to refund the tax where the law of that country allows it. This is a refund of the tax, not of the plan fee.

Ask Paddle within 60 days of the transaction, and provide a valid tax number or, where it applies, a tax-exemption certificate. Paddle may decline a later request unless the law requires the refund. The rule is section 7 of Paddle's Buyer Terms.

9. Card and PayPal disputes

Contact Paddle at paddle.net before you ask your bank, card issuer, or PayPal to reverse a payment. A reversal is often slower than a refund request.

If you raise a chargeback or payment reversal, access to the plan may be suspended while it is reviewed. Paddle may give the payment provider the payment record and, where relevant, any consent you gave to start the service immediately. This does not remove your right to dispute a charge under card-scheme rules or consumer law.

10. Refunds Paddle may choose to make

Paddle may consider a refund if you ask within 14 days of the transaction. Asking in that window does not mean a refund will be granted. Paddle decides case by case. It may refund in full, refund in part, or decline. It can look at the product, the reason, how far the service has been used, and the contract.

A refund Paddle chooses to make is voluntary. It does not oblige Paddle, or Clossara, to make the next one. Clossara does not offer a separate goodwill period on top of this.

11. Changes

The date at the top is the version of this page. Paddle may update its own policy. The version of Paddle's policy in force at the time of your transaction governs that payment. We will give workspace administrators at least 30 days' notice of a material change to this page, by email or in the service, on the same basis as section 15 of the Terms.

12. Contact

• The product, a fault, or a cancellation: hello@clossara.com.
• A refund of the payment, or a withdrawal: paddle.net or help@paddle.com.
• Paddle's refund policy: paddle.com/legal/refund-policy.
• Paddle's buyer terms: paddle.com/legal/checkout-buyer-terms.

Questions about the payment contract go to Paddle. Its buyer terms set the governing law and how a dispute about the payment is resolved. Questions about the Clossara service go to us, under the Terms of Service.

See also: Terms of Service · Privacy Policy · Security