Subscription, Cancellation and Refund Policy
| Field | Value |
|---|---|
| Version | 2026-08-05-draft.1 |
| Effective date | [EFFECTIVE DATE] |
| Last updated | 2026-08-05 |
| Status | Counsel-ready draft — aligned with Paddle MoR |
1. Plans
- Free plan: Serialoom entitlement without a Paddle subscription; limited features; welcome credits per Credit Policy.
- Paid plans: Sold by Paddle as Merchant of Record; unlock studio capabilities per plan entitlements; may include monthly Production Credits.
Plan codes and entitlements are defined in Serialoom’s commercial catalog (DB + Paddle catalog mapping).
2. Billing periods and renewal
Paid subscriptions renew automatically at the end of each billing period unless cancelled. Paddle charges the payment method on file. Failed payments may move the subscription to past_due / unpaid states in Serialoom’s mirror of Paddle data. Product-side grace-period entitlements are not separately promised unless and until Serialoom configures and enforces them; Paddle’s own dunning/recovery may still apply.
3. Taxes and invoices
Applicable taxes are calculated and collected by Paddle. Invoices/receipts are issued by Paddle.
4. Upgrades and downgrades
Plan changes are performed through Serialoom billing UI / Paddle flows. Timing of entitlement changes and proration follows Paddle subscription update behavior and Serialoom webhook fulfillment. Do not assume immediate unused-time cash refunds on downgrade unless Paddle/law so require.
5. How to cancel
Workspace owners cancel paid subscriptions from the in-app billing controls. Serialoom calls Paddle’s subscription cancel API with effect at the next billing period (effectiveFrom: next_billing_period), unless mandatory law requires otherwise. Separately, owners can open the Paddle customer portal from billing to manage payment methods and invoices. You may also use Paddle buyer support tools linked from your receipt email.
6. After cancellation
- Future renewals stop after the current paid period ends (typical Paddle scheduled cancel).
- Included monthly credits are intended to stop rolling forward after the paid period; see Production Credits Policy for expiry-enforcement status.
- Purchased credits remain per Credit Policy while the account remains usable and in good standing.
- Access may downgrade to Free (or a reduced state) after the paid period ends, once entitlements sync from Paddle (Serialoom must keep workspace plan entitlements aligned with subscription status — engineering dependency).
- Content retention follows the Privacy Policy; cancellation ≠ immediate deletion.
7. Reactivation
You may resubscribe through checkout subject to then-current pricing.
8. Refunds and withdrawal rights
Refund administration is handled under the Paddle Refund Policy and mandatory consumer law.
Important points reflected from Paddle’s published policy (as of research date 2026-08-05):
- Local mandatory withdrawal/refund rights override conflicting supplier copy.
- Israel / Turkey: consumers may have a 14-day statutory withdrawal right for some digital contracts.
- EU/EEA/UK/Switzerland: 14-day withdrawal for some digital contracts; may not apply once digital supply began with consent/waiver where law allows.
- Other countries may have different windows (e.g., 7-day rules cited by Paddle for some jurisdictions).
- Paddle may also grant discretionary refunds; submission of a request does not guarantee approval.
- Fraud/refund abuse may be refused.
- Approved refunds are typically returned to the original payment method within Paddle’s timelines.
Serialoom role: We can help locate transactions and may reverse unused credits when a refund is confirmed. We do not promise that Serialoom can unilaterally refund charges that Paddle controls.
Production Credits and refunds
- Welcome/promotional credits: no cash refund.
- Purchased credits: generally non-refundable once consumed; unused credits may be reversed if a refund of the pack is approved.
- Subscription fees: refundability follows Paddle + mandatory law; partial-period refunds are not generally promised beyond those rules.
9. Chargebacks
Contact Paddle/Serialoom before chargebacks when possible. Chargebacks may suspend access and reverse credits.
10. Contact
Billing help: support@[DOMAIN] and Paddle buyer support (receipt / paddle.net). Legal: legal@[DOMAIN].
*Counsel-ready draft — 2026-08-05. Must not contradict Paddle Buyer Terms or Refund Policy.*