Refund policy

Paddle is the merchant of record for all purchases. When you subscribe to Queue Join, your contract of sale is with Paddle.com Market Limited, which acts as the reseller of the Service. Paddle takes the payment, issues the invoice and is responsible for VAT and sales tax in your jurisdiction.

That means refunds are processed by Paddle, under Paddle’s refund policy. We can ask Paddle to issue one and we will pass your request on, but the money is refunded by Paddle, to the payment method you used, on Paddle’s timescales.

You can cancel at any time from the billing area of your dashboard. You do not need to contact us, and there is no cancellation fee.

• Cancellation takes effect at the end of the period you have already paid for — the current month, or the current year on an annual plan.
• Your account keeps working until then. Queues, bookings and notifications carry on as normal for the rest of the period.
• At the end of the period the subscription stops renewing and the account falls back to the Free plan and its limits. Your data is not deleted by cancelling.
• Cancelling is not the same as requesting a refund. Cancelling stops the next payment; it does not return the payment you have already made.

Because cancellation already stops future charges and access continues to the end of the period you paid for, amounts already paid are non-refundable, except where required by law or where Paddle’s refund policy provides otherwise. This is the same position as section 6 of our terms.

• We do not refund partial periods. If you cancel mid-period, you keep the Service until the period ends rather than receiving a pro-rata refund for the unused part.
• Unused messaging allowance has no cash value and is not refundable. Allowances reset monthly and do not roll over.
• Downgrading to a cheaper plan takes effect at the next renewal and does not refund the difference for the current period.
• Where a refund is granted, it is issued by Paddle to the original payment method, and access to the paid plan ends when it is processed.

Nothing here limits any statutory right you may have — see section 4 — or any right Paddle grants you under its own policy.

Queue Join is sold as business-to-business software. As our terms say, the Service is not intended for consumers, and it is priced and supported on that basis.

We are not, however, trying to sign away rights you actually have. If consumer protection law applies to your purchase despite that — including any statutory right to withdraw from a distance contract within a cooling-off period — that law takes precedence over this page and over section 6 of our terms, and we will honour it. The same goes for any right Paddle gives you as merchant of record. Tell us and we will pass the request to Paddle.

There are two routes, and either is fine:

• Directly with Paddle.Use the “Manage subscription” link in the receipt Paddle emailed you when you were charged. That receipt is the fastest route, because it identifies the exact transaction. Paddle’s own guidance is at paddle.com/help.
• Through us. Email hello@queuejoin.com from the address on your account, telling us which charge you mean and why. We will pass it to Paddle and stay in the loop until it is resolved.

Please raise a refund request with us or with Paddle before opening a chargeback with your bank. A chargeback tends to suspend the subscription while it is investigated, which is slower for you than either route above.

A failed payment is not a cancellation. Paddle retries automatically and your account keeps working while it does. If the retries are exhausted, the subscription is cancelled and the account falls back to the Free plan — nothing is charged for the period that failed, so there is nothing to refund.

• Terms and conditions, section 6 — plans, billing and Paddle.
• Privacy policy — including what Paddle receives as a sub-processor.
• Paddle’s refund policy — the policy the refund itself is decided under.

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