The Free plan is never charged, so nothing here applies until you subscribe to Pro. All payments are processed by Paddle.com Market Limited (“Paddle”), our payment provider and merchant of record, so Paddle also handles refunds on our behalf.
Paddle is the merchant of record
When you subscribe to Pro, your purchase is made from Paddle, not directly from Screenshot Studio. Paddle is the seller of record for the transaction: it charges your payment method, calculates and collects any VAT or sales tax due in your country, issues your receipt, and processes any refund. This is also why refunds are issued by Paddle back to your original payment method, and why VAT is handled automatically at checkout rather than added separately.
Refund window
If you are not satisfied with Pro, you can request a refund within within 14 days of the charge. This covers your first subscription payment and any renewal payment. Refund requests made after the 14-day window are reviewed on a case-by-case basis and are not guaranteed.
EU and UK right of withdrawal
If you are a consumer in the EU or UK, you have a statutory right to withdraw from your purchase within 14 days without giving a reason. Pro starts immediately, so by subscribing you request that we begin performance during the withdrawal period. If you withdraw, you owe a proportionate amount for the service provided until you told us you were withdrawing, and the rest is refunded. To withdraw, use one of the methods below and state clearly that you are withdrawing. This does not affect any other statutory rights you have.
How to request a refund
You can request a refund either of these ways:
- Reply to the payment receipt email from Paddle and follow the refund link, or use Paddle’s own support portal.
- Email us at [email protected] with the email address on your account and the date of the charge, and we will submit the refund request to Paddle for you.
Cancelling vs. refunding
You can cancel any time in Settings > Subscription. Cancelling stops the next renewal charge and Pro stays active until the end of the period you paid for; it does not by itself refund a payment already made. If you cancel and also want the most recent charge refunded, request a refund using one of the methods above within the 14-day window.
Deleting your account cancels your subscription immediately, and unused time is not refunded. If you want a refund, request it within the window before deleting your account.
Chargebacks
If you dispute a charge with your bank or card issuer instead of requesting a refund first, Paddle may pause or restrict your account while the dispute is investigated. We would rather resolve a billing problem directly, so please reach out to us first.
Questions
For anything not covered here, see our Terms of Service or contact [email protected].