Last updated: 2026-08-15
1. Scope and Business Eligibility
This Refund & Cancellation Policy forms part of the Terms of Service for the managed, self-service Notavia SaaS offering. Capitalised terms have the meanings given in the Terms.
The Service is offered worldwide only to incorporated and unincorporated businesses, adult sole proprietors and sole traders, adult freelancers and independent developers acting professionally, and adult personnel authorized to act for an eligible Business Customer. It is not offered for personal, family, or household use.
2. Paddle Is the Seller of Record
For a self-service purchase, the Business Customer buys the subscription transaction from the Paddle Merchant of Record identified during checkout. Paddle acts as the authorized reseller and seller of record for that transaction. Paddle collects payment, issues transaction documents, handles applicable transaction taxes and payment support, and decides whether to approve, decline, or issue a full or partial refund.
Refunds are handled by Paddle under Paddle's Refund Policy, and Tessora LLC does not add conditions to it. Paddle's Buyer Terms and Refund Policy govern the transaction, in the version in effect when the transaction occurs. Those terms do not replace the Terms of Service or make Paddle responsible for operating or supporting the Service.
Paddle payment, cancellation, and refund support is available at paddle.net. Business Customers may also contact support@saas-infrastructure.com, and we will support the request with Paddle. Where this policy, Paddle's applicable terms, a signed order form, or mandatory law provides different rights, the highest right that cannot lawfully be excluded applies.
3. Free Plan and Trials
The Free plan has no subscription charge, so there is no fee to refund.
Where checkout offers a free trial, the trial lasts 14 calendar days and is available only once for the eligible organization. A valid payment method is required at checkout. No subscription charge is collected until the trial ends unless an Authorized User chooses to activate the paid subscription early. Cancelling before the trial ends prevents the first paid charge. If the trial is not cancelled, it converts to the paid subscription shown at checkout.
Plan changes and paid add-ons are unavailable during a trial.
4. Refunds
Refund eligibility follows Paddle's Refund Policy in the version in effect at the time of the transaction.
Under that policy, a Business Customer with a statutory right of withdrawal or cancellation may exercise it within the period the applicable law provides. Paddle's published withdrawal periods run from the transaction date and differ by country. Outside a statutory withdrawal period, Paddle may issue a refund at its discretion, and its current policy describes a 14-day period from the transaction date for a discretionary request.
Paddle does not issue a refund where there is evidence of fraud, refund abuse, or other manipulative behaviour. That is Paddle's condition, applied by Paddle.
Tessora LLC does not impose a separate refund window, a first-purchase restriction, a once-per-customer limit, or a category of charge excluded from refund. Where a Business Customer asks us for a refund, we pass the request to Paddle and support it with the transaction and service information Paddle needs to decide.
Section 12 states one refund that Tessora LLC commits to in addition to the above.
5. Renewals and Cancellation
A paid subscription renews automatically for periods equal to the selected billing period until it is cancelled.
An Authorized User with billing permission may cancel at any time before renewal through the Billing area of the dashboard. The current Owner, Administrator, and Billing roles carry that permission. A Business Customer may also cancel through Paddle's buyer portal or the subscription-management link in a Paddle confirmation or receipt, by using Paddle buyer support, or by contacting support@saas-infrastructure.com. No 30-day or other advance non-renewal notice is required.
Cancellation takes effect at the end of the current paid billing period. Paid features remain available until then unless access is suspended or terminated for cause, the transaction is refunded, or Paddle or mandatory law requires a different result. The subscription will not renew after cancellation takes effect. A scheduled cancellation may be reversed before it takes effect where Paddle still permits reactivation.
A cancellation request received after a renewal charge has completed prevents the following renewal; whether the completed renewal is refunded is decided by Paddle under Section 4. When cancellation takes effect, the organization normally returns to the Free plan. Cancellation does not delete the account or Customer Data; separate deletion and retention rules are stated in the Privacy Notice and Data Processing Agreement.
6. Plan Changes, Add-Ons, Prepaid Blocks, and Custom Services
This section states when a change takes effect. Whether any resulting charge is refunded is decided by Paddle under Section 4.
- Upgrades. A self-service upgrade takes effect immediately and Paddle may charge the prorated difference for the rest of the current billing period.
- Downgrades. A downgrade takes effect at the end of the current paid billing period. The Business Customer keeps the current plan until then. A scheduled downgrade may be cancelled before it takes effect. A downgrade to the Free plan is treated as cancellation at period end.
- Add-ons. Adding an available paid add-on takes effect immediately, is charged on a prorated basis for the rest of the current period, and then recurs with the subscription. Removing it takes effect at period end. An add-on linked to the main subscription ends when that subscription ends unless the Order Details say otherwise.
- Overage charges and prepaid send blocks. Where offered, these are separate transactions and are charged when purchased.
- Custom services. OEM, self-hosted, implementation, migration, consulting, and other custom services require a signed agreement or order form, and that document states the commercial terms that apply to them.
7. Duplicate Charges and Billing Errors
If a duplicate charge or a billing error occurs, report it with the account email and relevant transaction references to support@saas-infrastructure.com or through paddle.net. Paddle verifies the transaction and refunds the duplicated or incorrectly collected amount.
8. Service Failures
If a persistent technical issue or material defect prevents the Business Customer from accessing the core Service features described in the applicable Order Details, contact support@saas-infrastructure.com first and provide enough information for us to investigate. We will use commercially reasonable efforts to correct the issue or provide a replacement.
If the issue cannot reasonably be corrected, we will support a refund request to Paddle for the affected transaction, and Paddle decides the refund under Section 4.
9. How to Request a Refund
To request a refund:
- use the View receipt, Manage subscription, support, or Request refund route provided by Paddle, including paddle.net; or
- email support@saas-infrastructure.com with the Business Customer's account email, reason for the request, and Paddle transaction, order, receipt, or invoice reference.
Paddle verifies the transaction and retains authority over the seller-of-record transaction under its applicable terms.
Paddle's current Refund Policy states that an eligible refund is returned using the same payment method where possible and processed within 14 days after the request is approved. This is the ordinary refund-processing period stated by Paddle; there is no ordinary 60-day refund-processing promise.
Paddle's Refund Policy also states that access to the relevant product ceases when a refund is received. An approved full refund of a subscription charge therefore requires cancellation of the related paid subscription. Notavia's current billing records reflect a refund or chargeback through the resulting Paddle subscription cancellation; when that cancellation is received, paid access ends and the organization normally returns to the Free plan. A partial refund or another remedy follows Paddle's decision and any access treatment stated with that decision.
10. Tax Refunds
Tax-refund requests are separate from ordinary subscription refunds. Paddle's Buyer Terms state that a tax-registered Business Customer seeking a refund of sales tax, VAT, GST, or a similar consumption tax must contact Paddle within 60 days after the relevant transaction and provide the valid tax number or exemption documentation Paddle requires. Paddle may decline a later request unless applicable law requires otherwise. The 60-day period applies only to this tax-refund process.
11. Chargebacks and Payment Disputes
Contact Paddle or support@saas-infrastructure.com before starting a chargeback or payment reversal where practical. Paddle handles the payment dispute as seller of record and may provide transaction and delivery evidence to the payment provider. Access to the affected paid Service may be suspended while the dispute is reviewed. Fraudulent or abusive use of a chargeback or payment-protection process may result in continued suspension or termination under the Terms and Paddle's Buyer Terms.
Nothing in this section restricts a lawful right to dispute a charge under an applicable payment-method, card-scheme, or mandatory legal rule.
12. Refund on an Unresolved Subprocessor Objection
This is a refund Tessora LLC commits to, in addition to anything Paddle decides under Section 4.
Where the Business Customer ends the Service because a subprocessor objection could not be resolved, section 7.2 of the Data Processing Agreement gives a pro-rata refund of the prepaid fees for the unused remainder of the then-current billing period. That refund is stated here as well as there deliberately: the Terms make this policy control refund eligibility, so a right granted only in the DPA would have been defeated by that precedence.
An objection right whose only exercise costs the Business Customer the rest of a term it has already paid for is not much of a right, which is why this one carries a remedy. It is limited to this case: it does not create a refund for an ordinary cancellation, and it does not apply where the Service is ended for the Business Customer's material breach. It is processed through Paddle as seller of record.
13. Mandatory Rights and Effective Versions
The Business Customer represents that each account and purchase is for business or professional use. If an individual is nevertheless legally treated as a consumer, nothing in this policy excludes or waives any cancellation, withdrawal, refund, warranty, disclosure, payment-dispute, or procedural right that applicable law makes mandatory or non-waivable. This narrow safeguard does not invite personal, family, or household purchases or change the B2B-only eligibility policy.
This policy version takes effect when the corresponding Terms version is accepted. Checkout must present links to the same effective Terms, Data Processing Agreement, and Privacy Notice versions captured in the acceptance evidence required by the Terms; this policy is incorporated through the Terms and is not separately accepted. The Paddle Buyer Terms and Refund Policy version in effect at the time of a transaction governs Paddle's handling of that transaction.
14. Contact
Tessora LLC Billing enquiries: support@saas-infrastructure.com Legal enquiries: support@saas-infrastructure.com
Registered office and mailing address: 30 N Gould St Ste N, Sheridan, WY 82801 US.