Refund Policy

We want you to be confident before you pay, which is why every account starts with a 10-day free trial that needs no payment card. If you do subscribe and something isn't right, this policy explains when we will refund you.

• First purchase: full refund if you ask within 14 days of your first paid subscription.
• Renewals: refund of an unused renewal if you ask within 7 days of the renewal charge.
• Cancelling mid-period: no partial refund; you keep access until the end of the period you paid for.
• Your legal rights as a consumer are never reduced by this policy.

Every new account gets 10 days of full access with no payment details required. We encourage you to use the trial to check that Commento works with the websites, files, and workflow you need before choosing a plan. Nothing is charged until you actively subscribe.

If Commento is not what you expected, contact us within 14 days of your first paid subscription payment (monthly or yearly) and we will refund the full amount. You don't need to give a reason, though feedback on what didn't work is always appreciated.

This applies once per customer, to the first paid purchase on your account.

Subscriptions renew automatically, and we send a reminder before each yearly renewal. If a renewal goes through that you did not intend to keep:

• contact us within 7 days of the renewal charge, and
• the account has not been materially used since the renewal (for example, no new projects, uploads, or comments),

and we will refund the renewal in full and cancel the subscription. Outside that window, or where the renewed period has been used, renewals are non-refundable except where the law requires otherwise.

You can cancel at any time from your account settings. Cancellation stops future charges and takes effect at the end of the current billing period, so you keep full access until then. We do not offer pro-rated refunds for the unused part of a monthly or yearly period after you cancel, except as set out in sections 3, 4, and 6.

Downgrading from Pro to Basic, or from yearly to monthly billing, also takes effect at the end of the current period and is not refunded.

If a fault on our side prevents you from using Commento for a significant part of a billing period, tell us and we will work with you to fix it. Where we cannot, we will offer a credit or a pro-rated refund for the affected period at our reasonable discretion.

Refunds are not available for problems caused by factors outside our control, such as third-party websites that block embedding, your own network or browser configuration, or file formats we do not support and have not claimed to support.

• Charges older than the windows above, except where required by law.
• Periods where the account was actively used after a renewal.
• Repeated refunds on the same account, or refunds that we reasonably believe are being used to obtain the Service for free.
• Fees charged by your bank or card issuer, such as foreign transaction fees or currency conversion.
• Accounts terminated for violating our Terms of Service.

Email support@commento.net or use our support centre with:

• the email address on your Commento account,
• the invoice or receipt number (from your billing email or account settings), and
• a short note about why you are asking (optional, but it helps us improve).

We aim to reply within one business day and to approve eligible refunds within three business days.

If your purchase was processed by Paddle, our reseller and Merchant of Record, you can also raise the request directly with Paddle at paddle.net; Paddle handles customer service and returns for those orders in line with this policy.

Refunds are issued to the original payment method. Once approved, they usually appear on your statement within 5 to 10 business days, depending on your bank or card issuer. We cannot refund to a different card or account.

If you dispute a charge with your bank instead of contacting us, we may suspend the account while the dispute is investigated. Please reach out first, as we can nearly always resolve things faster.

Nothing in this policy limits any rights you have under consumer protection law in your country. In particular, if you are a consumer in the European Union or United Kingdom, you may have a statutory 14-day right to cancel a distance contract. By starting to use a paid subscription immediately after purchase, you acknowledge that the Service is supplied during the cancellation period at your request; where the law nevertheless requires a refund, we will provide it.

We may update this Refund Policy from time to time. Changes apply to purchases made after the date shown at the top of this page; the version in force when you paid applies to that purchase.