Refund policy
What to do if what you paid for does not work as described. Written to get it sorted, not to put you off asking.
In force since
1. What this document is
If the service does not work as described, write to us at hola@raudela.com and we will sort it out.
This is Raudela's refund policy. It expands on section 4.5 of the terms of service, which form the contract and prevail if they ever disagree with this page.
2. How to request a refund
Write to us at hola@raudela.com from your account's email address, telling us what you bought and what went wrong. There is no form and no internal deadline for asking: we reply and, where it applies, we process the refund.
3. Who executes the refund: Paddle
This is important and worth reading.
Subscriptions are processed through Paddle, acting as Merchant of Record. Paddle is the legal seller of your subscription, issues the invoice and is the party that returns the money, to the same payment method it was charged to.
We never have access to your card details at any point, so we cannot execute the credit ourselves: Paddle does. What we do is take the request through for you.
Refunds are handled in accordance with Paddle's policy as legal seller —set out in its buyer terms— and with whatever consumer legislation applies to you, including —for consumers in the European Union— the right of withdrawal on the terms laid down by law.
4. Credits: when they come back
Credits are not money, but they have their own refund rule and it is automatic. When a cloud operation is launched, an estimate of credits is reserved, and it is settled on completion according to actual usage:
| What happens | What happens to the credits |
|---|---|
| The operation finishes successfully | Actual usage is charged |
| It fails through our fault (infrastructure error, outage, timeout) | They are returned to you in full |
| You cancel it, or the input file is corrupt | What was used up to that point is charged |
Local tools consume no credits, because they run in your browser and do not use our infrastructure: there is nothing to give back there.
5. Cancelling is not the same as refunding
Cancelling stops the next renewal; it does not refund the current period. Cancellation takes effect at the end of the period already paid for, and you keep Pro access until that date. You can cancel whenever you like from the customer portal, and it does not delete your account: you move to the Free plan.
If we are the ones who close your account without any breach on your part and you have an active subscription, we will refund the unused pro-rata portion of the period paid for.
6. Contact
hola@raudela.com. We reply in Spanish and English.