Refund Policy

Last Updated: March 9, 2026

Introduction

We offer a 14-day money-back guarantee for all paid plans. If you're not satisfied with Complyance, you can request a full refund within 14 days of your first payment. This policy is designed to give you confidence when trying our platform.

14-Day Refund Window

You have 14 calendar days from your first payment to request a full refund. This applies to both monthly and annual subscriptions.

The 14-day refund period is calculated as follows:

Monthly subscriptions: 14 days from the date of your first charge
Annual subscriptions: 14 days from the date of your first charge (full refund for the entire year)

Refund Eligibility

To be eligible for a refund, you must meet the following criteria:

Refund request is submitted within 14 calendar days of your first payment
This is your first subscription (refunds apply to first payment only, not renewals)
Account was used in good faith without violations of our Terms of Service

Refunds are not available if:

More than 14 days have passed since your first payment
You've previously requested a refund on another Complyance account
Your account was terminated due to Terms of Service violations or abuse

How to Request a Refund

To request a refund, follow these steps:

1Email support@complyance.io with the subject line 'Refund Request'
2Include your account email address and the reason for your refund request (optional but appreciated for feedback)
3Our team will review and process your refund within 5-7 business days

Alternatively, you can request a refund directly through the Paddle billing portal: support@complyance.app

Pro-Rata Refunds for Downgrades

If you downgrade your plan mid-billing cycle (e.g., from Professional to Starter), you will not receive a cash refund for the unused portion. Instead, the difference will be credited to your next billing period.

Example: If you downgrade from Professional ($249/month) to Starter ($99/month) on day 15 of your billing cycle, the $150 difference will be credited toward your next Starter invoice.

Refund Processing Time

Once approved, refunds are processed as follows:

Review: We aim to approve refund requests within 1-2 business days
Processing: Refunds are issued to your original payment method within 5-7 business days after approval
Bank processing: Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account

Free Plan — No Payment Required

If you're unsure whether Complyance is right for you, start with our Free plan. You can classify 1 AI system, explore compliance gaps, and earn an 'AI Act Aware' badge without entering payment information. No refund needed — just cancel anytime.

Cancelling Your Subscription

If you cancel your subscription after the 14-day refund window, your access to paid features will continue until the end of your current billing period. No refund will be issued, but your subscription will not renew.

You can cancel at any time through your account settings or the Paddle billing portal. Cancellations take effect at the end of the current billing cycle.

EU Consumer Rights (Right of Withdrawal)

Under EU Directive 2011/83/EU, EU consumers have a 14-day right of withdrawal for online purchases of digital services. This aligns with our 14-day refund policy.

By starting your subscription and using Complyance services, you acknowledge that digital content delivery begins immediately and you waive your right of withdrawal after service usage. However, if you cancel before actively using the service, you're entitled to a full refund under EU consumer protection law.

Exceptions and Special Cases

The following are considered 'service usage' and may affect refund eligibility:

Generated compliance documents (Classification Reports, Roadmaps, Annex IV documentation)
Consumed credits or AI-powered features (vendor assessments, risk classifications)
Downloaded evidence or exported data from the Evidence Vault

In cases of technical issues, service downtime, or billing errors, refunds may be granted at our discretion beyond the 14-day window. Contact support@complyance.io to discuss special circumstances.

Contact for Refund Requests

Email: support@complyance.app

Paddle Billing Portal: vendors.paddle.com