Refund & Cancellation Policy

This policy explains refunds and cancellations for paid ScreenJournal subscriptions and forms part of the Business Terms of Service. Our order process is conducted by Paddle as our authorised reseller and merchant of record. Paddle handles payment, billing and tax, and applies this policy on our behalf. If the consumer-protection law that applies to you gives you additional or non-waivable rights, those rights always apply.

1. Billing and renewals

ScreenJournal is a per-seat subscription billed monthly in advance. Subscriptions renew automatically each month unless cancelled before the renewal date. Prices exclude taxes, which Paddle applies at checkout.

2. Free trials

New organisations start on a free trial. No payment is taken during a trial, so there is nothing to refund for trial usage. If you entered a card during setup, the first charge is taken when the trial ends unless you cancel before then.

3. Refund policy

Except where required by applicable law, or approved at our or Paddle's discretion under section 5, all transactions are non-refundable and non-exchangeable. Refunds are not issued where there is evidence of fraud, refund abuse or manipulative behaviour. Nothing in this policy affects your rights in respect of a service that is faulty, not as described or not fit for purpose.

4. Statutory withdrawal and consumer rights

Where you purchase as a consumer and local law grants an unconditional withdrawal or cancellation right, that right applies and overrides this policy. As applied by Paddle:

• EU, EEA, Switzerland and the United Kingdom: a 14-day right to withdraw from the date of the transaction. It applies to the first payment under a subscription, not to later renewals, and may end once you start using the service with your agreement.
• Turkey and Israel: a 14-day right to withdraw.
• South Korea, Brazil and Canada: a 7-day right to cancel after delivery.
• Singapore: a 5-day right to cancel after first access.

ScreenJournal is sold to businesses. Consumer withdrawal rights generally do not apply to purchases made by or for a business.

5. Discretionary refunds

Beyond statutory rights, any refund is discretionary and not automatic. Paddle may, at its sole discretion, issue a refund where a request is submitted within 14 days of the transaction date. We may also approve a refund in exceptional circumstances, for example a duplicate or erroneous charge, or a sustained service failure we could not remedy. This policy does not create any service-level or service-credit entitlement.

6. Cancellations and seat changes

• You can cancel at any time from the Billing page (Manage subscription) or through Paddle's buyer support. Cancellation takes effect at the end of the current billing cycle and stops further payments. There are no partial-month refunds.
• Reducing your seat count does not generate a refund or credit for the current billing cycle. Added seats are charged pro-rata from the date they are added. Deactivating a member frees their seat.

7. What is not refundable

• Fees for a billing cycle already substantially used, except where the law requires otherwise.
• Charges where the account was suspended or terminated for breach of the Terms or the Acceptable Use Policy.
• Amounts reflecting your own inactivity or non-use.

8. How to request a refund, and chargebacks

Email support@screenjournal.ai with your account email and the order or invoice reference, or use the link in your Paddle receipt, or visit paddle.net and select "Request refund". Approved refunds are processed by Paddle to your original payment method, typically within 14 days of approval. Please contact us before initiating a chargeback or payment dispute; we can usually resolve billing issues faster directly. Where a chargeback is raised without contacting us, we may suspend the account while it is resolved. This does not affect your lawful right to dispute a charge.

9. Changes

This policy is versioned; the current version and effective date appear above. The version in effect at the time of a transaction governs that transaction. Material changes are posted in advance via the /legal hub.

10. Contact

support@screenjournal.ai
Paddle buyer support: paddle.net
Cyberinfra Limited, 50 Athol Street, Douglas, Isle of Man IM1 1JB