Refund Policy

Last updated: 26 September 2025

Refund Policy for FamilyAxis Software Ltd.

Last Updated: 26 September 2025

This Refund Policy explains the terms under which FamilyAxis Software Ltd ("Company," "we," "our," or "us") provides refunds for subscription fees paid for access to the FamilyAxis platform (the "Platform"). All payments are processed by Paddle.com Market Limited ("Paddle"), our Merchant of Record.

1. Introduction

Thank you for choosing FamilyAxis Software Ltd. We are committed to providing high-quality software solutions designed specifically for Family Assessment Centres. This Refund Policy outlines the terms and conditions under which we offer refunds for subscriptions purchased through our website and handled by our payment provider, Paddle.com.

Paddle acts as the official Merchant of Record for all our sales. This means Paddle handles all payment transactions, invoicing, and related customer service inquiries on our behalf.

2. Subscription Terms, Free Trial, and Billing

  • Free Trial: We offer a 14-day free trial for new subscriptions. During this period, you can explore FamilyAxis without any charge. If you cancel before the trial ends, no payment will be processed, and no refund will be necessary.
  • Subscription: After the trial, FamilyAxis is a subscription-based service (SaaS). Your subscription will automatically renew at the end of each billing cycle (monthly or annually) unless you cancel it before the renewal date.
  • Billing: All fees are exclusive of applicable taxes, which will be calculated and charged by Paddle at the time of purchase.

3. Refund Eligibility

We want you to be completely satisfied with FamilyAxis. Given that our product is a digital service with no physical returns, we offer refunds under the following circumstances:

a) 30-Day Money-Back Guarantee We offer a full refund for new subscriptions within 30 days of the initial purchase(which begins after the free trial), provided that:

  • You have experienced significant technical issues with the software that our support team has been unable to resolve.
  • The software does not perform as described on our website, and the functionality gap is critical to your assessment centre's operations.
  • To be eligible, you must have attempted to resolve the issue by contacting our support team.

This guarantee is designed for new customers and applies only to the first subscription term. It cannot be used repeatedly for the same account.

b) Specific Refund Exceptions We may also issue refunds under the following limited circumstances:

  • Duplicate Payment: If you are mistakenly charged twice for the same subscription.
  • Technical Service Failure: If the Platform is completely unavailable for more than 72 consecutive hours due to issues on our end (excluding planned maintenance, force majeure events, or third-party service disruptions).
  • Billing Error: If there was a clear error in billing amount or frequency.
  • Unauthorised Transaction: If you can demonstrate that a transaction was made without your authorisation.

c) Non-Refundable Circumstances Please note that refunds will generally not be granted in the following situations:

  • Change of Mind: If you simply change your mind about the software after purchase.
  • Lack of Usage: If you have not used the software but did not request assistance or report an issue within the 30-day window.
  • Failure to Cancel Subscription: Refunds are not provided for automatic renewals if you failed to cancel your subscription before the renewal date. It is your responsibility to manage your subscription and cancel it in a timely manner.
  • Breach of Terms: If your account is terminated due to a violation of our Terms of Service.

4. How to Request a Refund

Option 1 - Direct to Paddle (Recommended):

  • Visit paddle.net to submit your refund request directly to Paddle.
  • You can get help with your subscription as well as request a refund via the Order Support team on paddle.net.
  • Provide your order number and the email address used for purchase.

Option 2 - Through FamilyAxis:

  • Email [email protected].
  • Include the following information in your email:
    • Your Paddle order number
    • Account email address
    • Date and amount of the charge
    • Detailed reason for your refund request
    • Any supporting documentation

5. Processing Refunds

Refunds are determined at the sole discretion of our merchant of record Paddle and on a case-by-case basis. Paddle is able to issue full or partial refunds on any order and refunds are always free.

Approved refunds will be processed to the original payment method within 7–14 business days, subject to your payment provider's processing times. Please note:

  • Card payments can only be refunded on transactions less than 120 days old.
  • PayPal payments can only be refunded on transactions less than 179 days old.
  • We are not responsible for delays caused by banks, card issuers, or payment processors.

6. Non-Refundable Items

The following are strictly non-refundable:

  • Setup fees or onboarding charges, if applicable.
  • Charges for add-ons, overages, or usage-based billing beyond your subscription plan.
  • Fees incurred from third-party integrations or services.
  • Custom development or professional services.
  • Subscription periods already consumed or partially used (unless required by law).

7. Regional Consumer Rights

This policy operates within the framework of applicable consumer protection laws. Where local laws provide stronger consumer protections than this policy, those laws will take precedence. This includes, but is not limited to, rights under:

  • European Union: The Consumer Rights Directive, including a 14-day withdrawal period for consumers.
  • United Kingdom: The Consumer Rights Act 2015.
  • Australia: The Australian Consumer Law.
  • Other local consumer protection regulations in your jurisdiction.

8. Chargeback Policy

Contacting us directly is the required first step for resolving billing issues. Initiating a chargeback through your payment provider instead of following our refund request process may result in the immediate suspension of your account. We reserve the right to dispute chargebacks we deem to be illegitimate. Chargeback fees incurred by us may be passed on to the customer in cases of disputed illegitimate chargebacks.

9. Paddle's Role

As our payment provider, Paddle is the Merchant of Record. This means:

  • Paddle will issue all invoices and receipts for your purchases.
  • All refunds, when approved by FamilyAxis Software Ltd., will be processed by Paddle.
  • For any payment-related questions or to access your invoices, you can log in to your Paddle account or contact Paddle directly.

10. Cancellation

You may cancel your subscription at any time. Cancellation will stop any future recurring charges. Cancellation does not entitle you to a refund for the current billing period you have already paid for, unless you are within the Free-Trial Period.

11. Contact Us

If you have any questions about this Refund Policy, please contact us at: