HelpWire Refund Policy
This policy summarizes Section 6 of our Terms of Service; if the two differ, the Terms of Service apply.
In short: Try the free plan first — that's what it's for. If a paid plan materially malfunctions and we can't fix it, you can get a refund within 14 days of purchase. Refunds are processed by Paddle, our payment partner. Consumers in the EU/EEA and the UK also have a 14-day right of withdrawal, described below.
When a refund is available. Within 14 days of purchase, if all three apply: (1) the Service materially malfunctions on your system, measured against our published documentation; (2) you've contacted our Help Team with your order reference and a description of the problem, and helped us diagnose it; (3) we couldn't fix it within a reasonable time. You may choose a replacement of equal value instead.
How to request. Email support@helpwire.app with your order reference and details of the issue. We respond within two business days; approved refunds are processed within 72 hours of approval, and Paddle then sends the refund to your original payment method: card refunds typically reach your account within 3–5 working days, and PayPal refunds within about 48 hours. Requests are reviewed Monday–Friday, 08:00–17:00 CET.
What's not covered. Issues caused by your own system, network, or third-party software; features working as documented; purchases made by mistake or no longer wanted (except where the consumer right of withdrawal below applies); issues with an available fix or reasonable workaround; requests where you decline to work with the Help Team.
Paddle's role. Paddle is our merchant of record — the seller that charged you — so refunds are executed by Paddle, and you may also have options directly under Paddle's Buyer Terms.
EU/EEA and UK consumers. If you are a consumer in the EU/EEA or the UK, you may withdraw from a paid plan within 14 days of first purchasing it, without giving a reason. If you expressly asked at checkout for the subscription to start during the withdrawal period, you will be charged a proportionate amount for the days of service before you withdrew, and the rest of the price is refunded; otherwise, you will receive a full refund (see ToS §6.3). To withdraw, email support@helpwire.app or contact Paddle with your order reference within the 14 days, and we will arrange the refund through Paddle. Consumers in the EU/EEA can also use the withdrawal button in Paddle's customer portal, which you can open from the Billing page of your account (select Manage), from the link in your Paddle receipt email, or at paddle.net. This Refund Policy applies to you in addition to those rights.