Refund policy

Last updated: March 25, 2026

Overview

Need a refund? We can help. Please read this policy carefully before submitting a request.

For purchases made after March 25, 2026, WPLoyalty products are sold through Paddle (paddle.com), who acts as the authorised reseller and Merchant of Record for all transactions. This means your purchase contract is with Paddle, and any refund or payment dispute is processed through Paddle’s platform. This policy applies alongside Paddle’s Refund Policy and Paddle Buyer Terms.

For purchases made before March 25, 2026, our previous refund policy applies — please contact our helpdesk for assistance.

If you are facing a technical issue with the plugin, please raise a support ticket first. Most issues can be resolved without a refund — which is what keeps our refund rate below 1%.

We reserve the right to decline refund requests where this policy is being abused.

Statutory Withdrawal Rights

Depending on where you are located, you may have mandatory statutory rights that override any limitations in this policy. Paddle, as the Merchant of Record, applies the highest applicable standard of protection per region:

The right to withdraw applies to one-off purchases and to the first payment of a new subscription. It does not apply once you have started downloading, installing, or using the plugin — if you expressly consented to immediate access at checkout.

Nothing in this policy limits or excludes these mandatory statutory rights.

Discretionary Refunds

Outside of statutory rights, Paddle may issue a refund at its discretion if a request is submitted within 14 days of your transaction date. Submission within this period does not guarantee a refund — each request is reviewed on a case-by-case basis.

Cases That Qualify for a Refund

Your case will qualify if:

• You purchased the plugin less than 14 days ago, and we were unable to resolve a verified bug you encountered with the purchased plugin.
• The Supplier (WPLoyalty) failed or unreasonably delayed in delivering a functional product due to technical issues. In this case, you are entitled to a replacement or refund of the relevant charges paid.

Cases That Do Not Qualify for a Refund

1. You no longer wish to use the plugin, or temporarily needed it but no longer do.
2. You reported an issue but declined to cooperate with our team to help troubleshoot it.
3. You misunderstood what the product does. Our product pages, documentation, free version, and pre-sales support are all available before purchase — please use them.
4. The plugin functions correctly but a conflict arises from a third-party plugin, theme, add-on, or custom snippet.
5. You requested a feature that is not present in the purchased product.
6. The purchase was made in error.
7. Automatic subscription renewals: Refunds are not available on auto-renewal payments. We will email you 2 weeks before your renewal date so you can cancel before the next billing cycle. You can cancel at any time via the link in your subscription confirmation email or through Paddle’s buyer portal.

Technical or Product Defects

If you experience a persistent technical issue or a material defect that prevents you from accessing the features described:

1. Contact WPLoyalty support first via our helpdesk to attempt resolution.
2. If the issue cannot be resolved, contact Paddle’s support team at paddle.net, providing details of the issue and any response received from us.
3. Where there is evidence of a verified material defect, Paddle will issue a refund in accordance with applicable consumer protection laws.

Subscription Cancellations

You can cancel your subscription at any time. Cancellation takes effect at the end of your current billing period — you will not be charged again after that. You will retain access to the plugin until the end of the period you have paid for.

To cancel, use the link in your subscription confirmation email or visit paddle.net.

Chargebacks and Payment Disputes

We encourage you to contact WPLoyalty or Paddle before raising a chargeback with your bank or card issuer. Direct contact typically results in faster resolution.

If you raise a chargeback that Paddle reasonably believes constitutes fraud or abuse, access to the product may be suspended during the investigation and blocked if fraud or abuse is confirmed. This does not affect your lawful right to dispute a charge under card-scheme or consumer protection rules.

Tax Refunds

If you were charged sales tax (including VAT, GST, or similar) on your transaction and are registered for that tax in the country of purchase, you may be entitled to a refund of the tax amount. You must contact Paddle within 60 days of the transaction date and provide a valid tax registration number or exemption certificate. Requests after 60 days may be declined unless required by applicable law.

How to Request a Refund

To request a refund or exercise a statutory withdrawal right:

• Click the “View receipt” or “Manage subscription” link in your transaction confirmation email; or
• Visit paddle.net and select “Request refund”; or
• Contact our helpdesk at wployalty.net/support and we will assist.

If eligible, refunds are processed via the original payment method within 14 days of approval.

Updates to This Policy

This policy may be updated from time to time. The version in effect at the time of your transaction governs that transaction. We recommend saving or printing a copy for your records.

This policy is subject to the governing law, complaints and disputes provisions set out in the Paddle Buyer Terms and Conditions.