Refund Policy

1. Who this policy covers

This Refund Policy explains how refunds work for Pro and Ultra subscriptions to Materi, which is provided by Materi Ltd (“Materi”, “we” or “us”).

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Paddle takes your payment and issues any refund.

The Free plan has no charges, and Enterprise plans are covered by their own agreement. This policy forms part of our Terms of Service.

2. 14-day money-back guarantee

Ask for a refund within 14 days of a payment and Paddle will refund that payment in full. You do not need to give a reason. This covers:

• your first payment for a new subscription;
• a monthly renewal payment; and
• the prorated charge for an upgrade from Pro to Ultra.

When a first or renewal payment is refunded, we cancel the subscription straight away so that it does not renew, and your account moves to the Free plan. When an upgrade charge is refunded, your plan moves back to Pro.

3. After 14 days

After 14 days, payments are non-refundable, including for partial billing periods and unused credits. You can still cancel at any time to stop future payments.

Paddle will still refund you after 14 days if:

• a payment was taken twice or in error, in which case you get that payment back;
• a renewal was charged after your cancellation had taken effect, in which case you get that renewal back;
• we end your subscription for a reason other than a breach of our Terms of Service, or stop offering the Services, in which case you get back the unused part of your current period; or
• we materially reduce the core features of your paid plan during a period you have already paid for, in which case you get back the unused part of that period, as our Terms of Service describe.

4. Upgrades, downgrades and cancellation

• Upgrades are charged straight away for the rest of your current billing period. That charge is covered by the 14-day guarantee.
• Downgrades take effect straight away, with no charge, refund or credit. You keep the credits you have already paid for until your next renewal, which is charged at the lower price.
• Cancellation is available at any time from Billing settings in Materi. It stops future renewals but is not a refund request: you keep paid access until the end of the current period. To get money back for a payment made in the last 14 days, ask for a refund as described below.

5. How to request a refund

Paddle handles all our orders, so the quickest way is to ask Paddle: look up your order at paddle.net with the email address you used at checkout.

You can also email hello@getmateri.com from the address on your Materi account, with the date and amount of the payment and the order number from your Paddle receipt if you have it. We will arrange the refund through Paddle and aim to reply within two business days.

Paddle returns refunds to the payment method you used, in the original currency and including any tax you paid. Refunds usually appear within 5 to 10 business days, depending on your bank or card provider.

6. Your legal rights

This policy is in addition to your statutory rights. If you are a consumer in the United Kingdom or European Union, you may have a legal right to cancel within 14 days of buying a subscription. Our guarantee gives you a full refund in that period, and nothing in this policy limits rights you have under the consumer law where you live.

7. Payment disputes

Materi charges appear on your card or bank statement from PADDLE.NET. If you think a charge is wrong, please contact Paddle or us before disputing it with your bank, as we can usually resolve it faster. While a chargeback is open, we may suspend paid features on the account.

8. Changes and contact

We may update this policy. If a change materially affects you, we will tell you at least 30 days before it takes effect, as our Terms of Service describe. A change never applies to payments made before it takes effect. If you have a question about a payment or refund, contact us: