1. Scope
This Refund Policy applies to self-service Grenzwert Paid Plan subscriptions purchased through Paddle Checkout. A Paid Plan means any Grenzwert subscription that we make available for self-service purchase. This currently means Pro and will include Max only after Max becomes available for purchase.
Paddle.com is our authorized reseller and Merchant of Record and processes payments, applicable sales taxes, and approved refunds.
Paddle’s Refund Policy and Buyer Terms also apply to the transaction.
2. 30-day first-purchase guarantee
You may request a full refund of your first Paid Plan subscription payment within 30 calendar days after the transaction date. This voluntary guarantee applies to both the initial monthly and initial annual purchase.
You do not need to prove a technical defect to use this guarantee. It applies once per customer across all Paid Plans and does not restart after cancellation, account replacement, a plan or billing-interval change, or a later repurchase.
3. How to request a refund
Submit the request within the applicable period using one of these methods:
- the support or subscription-management link in your Paddle receipt;
- the Grenzwert Customer Portal available from your account;
- Paddle.net; or
- [email protected], preferably from the email used for the purchase.
Include the transaction or receipt identifier if available. We or Paddle may ask for enough information to locate the payment and verify that the request comes from the buyer.
4. Renewals and cancellations
Paid Plans renew automatically each month or year until canceled. You can cancel through the Customer Portal before the next renewal. Cancellation normally takes effect at the end of the paid billing period, allowing access until that date.
Cancellation prevents future renewal charges but does not automatically refund an existing payment. The voluntary 30-day guarantee covers the first subscription payment only. Renewal charges are non-refundable unless required by law, Paddle’s terms, or an exceptional decision by Paddle or Grenzwert.
5. Mandatory consumer rights
This Policy does not limit any withdrawal, cancellation, refund, repair, replacement, or other remedy that cannot be excluded under the law applicable to you. Mandatory rights apply even where they provide a longer period or broader remedy than this Policy.
Paddle Checkout and the Buyer Terms provide information about rights that apply to digital products and subscriptions, including any consent relating to immediate access.
6. Technical issues
If Grenzwert does not work as described, contact [email protected] with your browser, operating system, and a description of the problem. Do not attach DICOM studies or identifiable patient data.
We may first offer troubleshooting or a correction. Seeking support does not reduce the 30-day first-purchase guarantee or any mandatory legal remedy.
7. Refund processing and access
Approved refunds are issued by Paddle to the original payment method where possible. Bank processing times, currency conversion, and the treatment of taxes are controlled by Paddle, the payment provider, and applicable law.
When a full refund is confirmed, the related Paid Plan entitlement ends and the subscription may be canceled. Save any information you need before requesting a refund. Grenzwert does not store your locally opened DICOM studies.
8. Fraud and abuse
We may decline a voluntary refund where a payment has already been refunded, the request is fraudulent, or the guarantee is being abused through repeated accounts or purchases. This does not affect remedies that the law requires us or Paddle to provide.
Contact support before opening a payment dispute where reasonably possible so that we can investigate and help resolve the issue.
9. Enterprise agreements
Enterprise access is not sold through the public Paddle Checkout. Payment, cancellation, and refund terms for Enterprise are stated in the separate written agreement or invoice accepted for that deployment. This public Policy does not replace those terms.
10. Changes and contact
We may update this Policy for future purchases when our plans, payment process, or legal obligations change. The version in effect on the transaction date governs the voluntary guarantee for that purchase, while mandatory rights remain unaffected.
Questions about eligibility or an existing request may be sent to [email protected].