Refund Policy
Last updated
This policy explains when and how you can get your money back for a Heatmaps Pro subscription.
1. The 14-day refund window
You may request a full refund within 14 days of any subscription payment — whether it is your first purchase or a renewal.
You do not need to give a reason. If the Service is not what you expected, ask and we will refund it.
2. How to request a refund
Email support@heatmaps.pro from the address on your account, or contact Paddle directly at paddle.net with your order reference.
Paddle is the Merchant of Record for all Heatmaps Pro subscriptions, so refunds are issued by Paddle to your original payment method. Processing typically takes 3–10 business days depending on your bank or card issuer.
3. After 14 days
Payments older than 14 days are generally not refundable. Subscriptions are billed for a period of access, and that access has been provided.
We will still consider a refund outside this window where circumstances warrant it — for example a prolonged service outage on our side, a duplicate charge, or a billing error. Write to us and explain the situation.
4. Cancelling versus refunding
These are different actions:
- Cancelling stops future renewals. Your access continues until the end of the period you have already paid for. To cancel, open your plan on the pricing page and use the Manage subscription link — it opens the Paddle billing portal. If that link is not shown on your account, email support@heatmaps.pro and we will cancel it for you.
- Refunding returns money already paid. When we approve a refund we also end the paid access it covered, and your account goes back to the Free tier. We do this by hand, so it may not happen at the same moment Paddle issues the money back.
Cancelling a subscription does not automatically refund the current period, and we do not issue partial refunds for unused portions of a billing period outside the 14-day window.
5. Free tier
The Free tier costs nothing and therefore has nothing to refund. You can use it indefinitely, before or after a paid subscription.
6. Statutory rights
If you are a consumer in the European Union, the United Kingdom, or another jurisdiction granting a statutory right of withdrawal for digital services, that right applies in addition to this policy and is not limited by it. Where your statutory rights are broader than this policy, the statutory rights prevail.
7. Chargebacks
If you believe a charge is wrong, please contact us before opening a dispute with your bank. Chargebacks are slow, cost both sides money, and usually result in the account being suspended while the dispute is open. Almost every case is resolved faster by email.