Status: draft. Not legal advice. Shorter and lower-risk than the other three documents in this folder, but still worth your lawyer's eye — the consumer-rights section is the part that varies most by country.

Last updated: [DATE]

Why you need this at all

Two reasons, and the second is the one that bites:

1. Stripe usually asks for it before approving a live account. A missing refund policy is a common reason for an application stalling.
2. It settles arguments before they happen. Almost every refund dispute is really a disagreement about what was promised. Writing it down once means you answer with a link instead of a negotiation, and you answer the same way every time — which is also what stops a chargeback going against you.

ASSUMPTION — the numbers below are proposals, not defaults. A 14-day refund window and pro-rata annual refunds are generous compared with most SaaS. They are chosen deliberately: you are selling to a suspicious audience. Desky's shutdown left theme authors burned on exactly this, and "you can leave whenever, with your data and your money" is a real differentiator when the last product they trusted vanished. Reduce them if you want to; just do it as a decision.

Refund Policy

[LEGAL ENTITY NAME] — TicketModules

1. The free trial is the trial

Every new workspace starts with a free trial, and the Free plan continues indefinitely afterwards. You can run a real support desk on it before paying us anything.

This matters for what follows: we expect you to have used the product before you subscribe, so the refund terms below cover changes of mind and our mistakes rather than finding out what the product is.

2. Monthly plans

Cancel any time. Cancellation takes effect at the end of the period you have already paid for. You keep full access until then.

We do not refund part-months, with the exceptions in §4 and §5.

There is nothing to negotiate here because the exposure is one month at most, and you can leave before the next one.

3. Annual plans

14 days, no questions. Ask within 14 days of your first annual payment and we refund it in full.

After 14 days, pro rata. Cancel later in the year and we refund the unused whole months. So cancelling in month four of twelve refunds eight months.

ASSUMPTION: most SaaS refunds nothing after the cooling-off period. Pro rata costs you very little — few people cancel mid-year, and those who do were leaving regardless — and it removes the single biggest objection to paying annually. Annual payment is worth more to you than the retained months.

Renewals. We email before an annual plan renews. If a renewal catches you out, tell us within 14 days of the charge and we will refund it in full and cancel.

4. When we will refund without being asked

• We broke something and you could not work. A significant outage or fault caused by us, not resolved in reasonable time — refunded for the affected period.
• We changed the deal. If we materially reduce what your plan includes and you cancel because of it, you get a pro-rata refund of the unused period. (This is also in the Terms, §2.)
• We charged you wrongly. A duplicate charge, a charge after cancellation, or the wrong amount — refunded in full, immediately, without a discussion.

5. Your legal rights

Nothing here limits rights you have under consumer law. If you are a consumer in the UK or EU you may have a statutory right to cancel within 14 days of purchase, which applies regardless of what this page says.

ASSUMPTION: you will sell mainly to businesses, where those rights generally do not apply. Sole traders are a grey area in some jurisdictions. This paragraph is deliberately written so that being wrong about that is not expensive.

6. When we will not refund

• Periods you used the service normally and simply decided to stop.
• Fees for a workspace suspended or terminated for breaching the Terms — spam, abuse, or attacking the service.
• Third-party costs you incurred yourself: your own domain, your own email provider, AI usage on your own account.

7. Your data is never held hostage

Separate from money, and worth saying explicitly because it is the thing people are actually afraid of.

Whether you cancel, ask for a refund, or fall out with us entirely: you can export your data. Export is on every plan including Free. A workspace suspended for non-payment becomes read-only rather than switched off, so your history stays reachable, and it remains recoverable for at least 30 days.

We will not use access to your own support history as leverage in a billing dispute. If export is ever unavailable when you need it, email us and we will get your data to you.

8. How to ask

Email [CONTACT EMAIL] from the address on the account, saying which workspace and which charge.

We aim to reply within two working days and to process approved refunds within five working days. Refunds go back to the original payment method — that is a limitation of the card networks, not a preference.

9. Chargebacks

If something has gone wrong, please email us first. We would rather refund you than argue with your bank, and we almost always will.

Raising a chargeback without contacting us costs us a fee whatever the outcome and freezes the account while it is investigated, which helps nobody. It is also slower for you than asking.

[LEGAL ENTITY NAME], [REGISTERED ADDRESS] — [CONTACT EMAIL]