Refund Policy

1. The short version

2. The fourteen-day window

The window applies to the first payment on a subscription and runs for fourteen days from the date that payment was taken. Within it, you can ask for a full refund for any reason. You do not have to explain why.

It is offered once per organisation. It covers trying the product and finding it unsuitable; it is not a monthly right to reverse the last charge.

3. Renewals

Monthly renewals are not refundable, because the remedy is available before the money moves: cancel at any point during a period and the next payment does not happen. You keep everything you have paid for until that period ends.

If a renewal took you by surprise — you meant to cancel and did not, and you have not used the service in the new period — write to us anyway. We would rather sort it out than have you dispute the charge.

4. What happens when a payment is refunded

• Your subscription ends and your organisation returns to the free plan's limits.
• Nothing is deleted. Courses, trainees, videos and certificates remain, exactly as they would after an ordinary cancellation.
• Certificates already issued stay valid and stay publicly verifiable.
• The refund appears in your billing history as a credit against the original payment.

5. How to ask, and who actually pays it

Write to billing@elumio.io and say which organisation the subscription is for. We will confirm and arrange it.

Your subscription is sold by Paddle as our merchant of record — see section 2 of the Subscription Terms — so the refund is issued by Paddle, to the payment method you originally used. You can also contact Paddle directly using the receipt they sent you.

Because Paddle is the seller, Paddle may also decide to refund a payment on its own initiative under its buyer protection, and may do so whether or not it falls inside the window described above.

6. How long it takes

Once approved, a refund is normally returned within five to ten working days, depending on your bank or card issuer. The time it takes to reach your statement is set by them rather than by us.

7. Payment disputes

If you raise a chargeback with your bank, please tell us as well. A dispute is slower for you than a refund and it gives us no opportunity to fix whatever went wrong. We would almost always rather refund you.

8. Plans arranged directly with us

Subscriptions that are not bought online — the ones arranged with us for larger teams — are refunded on the terms of that arrangement, which take precedence over this page.

9. Questions

Anything at all about a payment: billing@elumio.io.