Refund and cancellation policy

Published: 8 November 2026.

Terms · Privacy · Refunds · Consumer terms · Subscriptions · Data processing

Who sells and how to contact us

Puraite GmbH provides the Service. Paddle sells app purchases as merchant of record and processes payment and refunds. The relevant Paddle entity appears in checkout and on the receipt. Purchases invoiced directly by Puraite are limited to businesses and public bodies; Puraite handles their refunds. Contact support@puraite.com with your Organization and transaction reference. Paddle purchase support is also available at https://paddle.net.

Top-ups bought for an institution or company

A Top-up lasts 24 months from activation. We send reminders 60 and 30 days before expiry. At expiry the unused share lapses; if you buy a new pack during those last 30 days, the unused share is deducted from that pack's price.

We do not refund solely for a change of mind. Refunds and remedies remain available for non-performance, defects, duplicate charges, termination for good cause because of Puraite, and discontinuation. If Puraite ends access other than for your breach, it refunds the unused share; if it ends access for your breach, only proven damage may be deducted. If you voluntarily end access or close the workspace, the balance keeps its original expiry and rates. You may request reactivation to spend it through support@puraite.com; this does not preserve deleted research data. We may offer goodwill refunds for a promptly reported accidental purchase. Mandatory rights remain unaffected.

Consumer Top-ups

Private persons buying for themselves may buy through Paddle for an eligible academic Organization. A consumer Top-up lasts until 31 December of the third year after its purchase year. Unless access ends for the consumer's breach, the access needed to use the balance continues until expiry. The expiry reminders and last-30-day deduction toward another pack also apply.

The withdrawal period is 14 days. Without an optional early-start request, the Top-up activates after that period and payment confirmation. Requesting an early start does not itself waive withdrawal. A valid withdrawal refunds the price, less only legally permitted compensation for performance already supplied after a valid early-start request. The calculation is the fraction of the Top-up used multiplied by the price paid. If the legal conditions for that deduction are absent, no compensation is deducted. See the approved withdrawal notice and optional form in the Consumer supplement.

These rules do not shorten mandatory withdrawal periods or exclude defect and other statutory remedies. Paddle's processing limits are not a limit on your legal rights.

How refunds affect a Top-up

The unused share is the fraction not used multiplied by the price paid. A full withdrawal or termination of the pack removes its remaining entitlement. Refunding a defined quantity of unused usage removes only that quantity. Price reductions, overcharge corrections and goodwill compensation do not automatically remove unrelated usage. The refund confirmation identifies the reason, amount and affected entitlement; a partial refund alone never cancels an entire pack. For Paddle purchases we request the refund through Paddle; for a Direct Sale Puraite refunds the institution. Paddle may also approve refunds under its own policy. While a chargeback is unresolved, the disputed balance is held and further Top-up purchases are blocked. Resolution restores or removes the affected entitlement under the Terms. For Paddle transactions we pursue disputes through Paddle, do not demand payment directly from the buyer for consumed usage, and bear the loss if recovery fails.

Subscriptions

Subject to switching rights in Terms 14, ordinary Academic Pro cancellation ends the plan at period end without a refund for unused time. After a consumer's first yearly term it continues indefinitely with monthly billing, cancellable at any time with at most one month's notice. Withdrawal and mandatory remedies are unaffected. Commercial contracts renew yearly unless cancelled at least three months before year end. Consumer subscriptions activate after the initial withdrawal period unless a separate optional subscription early-start request is made. Compensation on withdrawal is deducted only where the request, information and supported calculation permit it; otherwise no deduction is made. See the Subscription supplement for the time-based method, renewal consent and earlier agreed moves. Switching during an annual term follows Terms 14 separately from ordinary cancellation; it does not automatically refund all remaining annual fees.

For Paddle subscriptions, cancel through Paddle’s customer portal or the manage-subscription link in your purchase email. For help or a separate Puraite contract, contact support@puraite.com. Withdrawal is a separate action. For Paddle purchases, use the withdrawal or support route in Paddle’s customer portal. For a separate Puraite service contract, contact support@puraite.com (notice in Consumer supplement C4).

Legally required refunds after the normal payment-method window

For a Paddle purchase, contact support@puraite.com with the transaction and the reason for the refund. Puraite submits a legally required late refund to Paddle with the supporting basis and tracks its review and payment. Paddle has confirmed review through this route and repayment to the original payment method. If that fails or a request is refused, Puraite escalates the case; it does not treat the processing window or a refusal as extinguishing statutory rights.