Cancellation & Refund Policy

1.Summary

This page explains how to cancel your SortingEasy Subscription and when you are entitled to a refund. In short:

• You can cancel any time from within the application (Settings → Billing) or via the secure link on any Paddle invoice.
• If you cancel during your free trial, you will not be charged.
• If you cancel a paid Subscription, your access continues until the end of the period you have already paid for. The Subscription will not auto-renew.
• Subscription fees are otherwise non-refundable, except where required by applicable consumer-protection law (see Section 6) or where we agree, at our discretion, to grant a goodwill refund.
• Refunds, when granted, are processed by Paddle as our Merchant of Record, back to the original payment method.

2.Scope and Definitions

This Policy applies to all paid SortingEasy Subscriptions purchased through the SortingEasy web or mobile application via our reseller and Merchant of Record, Paddle.com Market Limitedand its affiliates ("Paddle"). It supplements, and forms part of, the SortingEasy End User Licence Agreement ("EULA"); in particular Sections 6, 7.4 and 7.8 of the EULA. Capitalised terms not defined here have the meaning given in the EULA.

For clarity:

• "Consumer" means a natural person acting for purposes outside their trade, business, craft, or profession, as defined in EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.
• "Business User" means any other purchaser, including legal entities, sole traders acting for business purposes, and individuals purchasing through an Organization account.
• "Billing Period" means the monthly or annual cycle that you selected at the time of purchase.

3.Free Trials

We offer a free trial on every Subscription tier:

• Individual and Individual Pro plans: 10-day free trial.
• Company and Company Pro plans: 30-day free trial.

You are not charged during the trial. If you do not cancel before the trial ends, the Subscription will automatically convert to a paid Subscription and your payment method will be charged for the first Billing Period.

You will receive a reminder email from Paddle before the trial converts. You can cancel at any time during the trial; cancellation takes effect immediately and you will not be charged.

4.How to Cancel

You can cancel your Subscription in any of the following ways:

• In-app: sign in to SortingEasy on the web and go to Settings → Billing → Cancel Subscription.
• Via Paddle: every Paddle invoice and renewal-reminder email contains a secure self-service link where you can update your payment method, view invoices, or cancel.
• By email: contact us at info@sortingeasy.com from the email address registered on your account; please include your Organization name and the last Paddle invoice ID.

Cancellation takes effect at the end of the Billing Period you have already paid for. Your data is not deleted on cancellation: standard retention periods apply (see EULA Section 8.2 and our Privacy Policy).

5.Standard Refund Policy

Except where applicable consumer-protection law requires otherwise (see Section 6), Subscription fees are non-refundable. Specifically:

• Monthly Subscriptions: if you cancel mid-month, your access continues until the end of the paid month. We do not pro-rate or refund the unused portion.
• Annual Subscriptions: if you cancel mid-year, your access continues until the end of the paid year. We do not pro-rate or refund the unused months.
• Renewals: if you forget to cancel before a renewal and the next Billing Period has been charged, please contact us within 14 days of the renewal date; at our reasonable discretion we may grant a goodwill refund, provided the Service has not been materially used during the renewed period.

Cap on goodwill refunds. Where we agree, at our sole discretion, to grant a goodwill refund outside the cases where mandatory law requires a refund (Section 6), the amount refunded is limited to the most recent unused Billing Period and shall not exceed the fees paid by you for that Billing Period. Goodwill refunds are granted on a case-by-case basis and do not create a right to a refund in any future case.

Nothing in this section limits any non-waivable rights you may have under mandatory law — in particular the consumer right of withdrawal described in Section 6, which is not subject to the cap above.

6.EU / UK 14-Day Right of Withdrawal

If you are a Consumer (see Section 2) resident in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from a purchase contract within 14 calendar days from the day on which the contract was concluded, without giving any reason (Directive 2011/83/EU; UK Consumer Contracts Regulations 2013).

7.When Refunds Are Not Available

Without prejudice to your statutory rights as a Consumer (Section 6), refunds will generally not be granted in the following cases:

• Partial months or partial years after the first 14 days of a new contract.
• Subscriptions where the right of withdrawal has been lost under Section 6.3 (digital content already supplied with your consent).
• Accounts terminated by SortingEasy for breach of the EULA (including, without limitation, abuse, fraud, or violation of our Acceptable Use rules).
• Charges arising from automatic renewals where the request is made more than 14 days after the renewal date and the Service has been materially used.
• Currency-conversion losses or foreign-transaction fees applied by your bank or card issuer (see Section 10).
• Subscription fees already remitted as taxes (VAT, GST, sales tax) to the relevant tax authority by Paddle — these can only be refunded together with the underlying transaction.

8.How to Request a Refund

To request a refund, please:

• Contact SortingEasy first at info@sortingeasy.com from the email address registered on your account.
• Include your Organization name, the Paddle invoice ID or transaction reference, the reason for the request, and whether you are exercising your 14-day right of withdrawal (Section 6) or requesting a goodwill refund (Section 5).
• We aim to acknowledge your request within 3 business days and resolve it within 14 days. If the refund is approved, we will instruct Paddle to process it.
• For purely billing-related queries (a charge you do not recognise, a duplicate charge, a payment-method issue), you can also contact Paddle buyer support directly at paddle.com/support.

9.Processing Time and Method

Approved refunds are processed by Paddle back to the original payment method used at checkout. We cannot refund to a different card, account, or wallet.

Typical processing times once the refund has been issued by Paddle are:

Times above are indicative and are controlled by your bank, card scheme, or payment provider. Neither SortingEasy nor Paddle can accelerate the bank-side settlement once the refund has been initiated.

10.Currency and Bank Fees

Subscription fees are listed in EUR (€). If your payment method is denominated in a different currency, your bank or card issuer may apply a currency-conversion rate and/or a foreign-transaction fee at the time of the original charge.

Refunds are issued in EUR (€) for the exact amount charged. Because exchange rates fluctuate, the amount credited back in your local currency may differ slightly from the amount originally debited. SortingEasy and Paddle do not reimburse currency-conversion losses or foreign-transaction fees applied by your bank.

11.Plan Downgrades and Tier Changes

If you downgrade to a lower Subscription tier mid-period, the lower tier's limits take effect at the start of the next Billing Period. We do not refund the price difference for the remainder of the current period.

If you upgrade to a higher tier mid-period, Paddle will charge a prorated amount for the remainder of the current Billing Period; thereafter you will be billed at the higher tier's rate.

If your existing data exceeds the limits of a tier you have downgraded to, we will not delete your data immediately, but we will restrict creation of additional items, projects, or Operators until your usage falls within the new tier's limits (EULA Section 7.5).

12.Chargebacks and Disputes

If you do not recognise a charge or believe it is in error, please contact us before initiating a chargeback with your bank or card issuer. Chargebacks are costly to resolve and we are usually able to address the underlying issue (incorrect tier, duplicate charge, mis-billed currency, etc.) faster than the chargeback process.

Chargebacks filed without first contacting us, where the charge is determined to be valid, may result in suspension of the affected Organization and recovery of the disputed amount under the EULA.

13.Changes to This Policy

We may update this Policy from time to time. When we make material changes, we will notify you by email, by an in-application notice, or by prominent posting on the SortingEasy website, at least 14 days before the change takes effect, except where a shorter period is required by law. The "Effective" date at the top of this page indicates when it was last revised.

Changes apply only to Subscriptions purchased or renewed after the effective date. Refund requests relating to purchases made before the effective date are governed by the version of this Policy in force at the time of purchase.

14.Contact

For cancellation, refund, or billing-related questions please contact:

Direct billing inquiries to Paddle. Paddle is the Merchant of Record for your Subscription (EULA Section 7.6). For questions about a specific charge, payment method, or invoice, you can also contact Paddle: