Bad refund policies are infuriating, and we never want you to feel that way about Poof. This page explains when you can get your money back, and how.
1. Your first payment: 14 days, no questions asked
If Poof is not for you, ask for a refund within 14 days of your first payment and you will get it in full — no reason needed. This applies once per customer: to the first subscription you buy, not to every new application or workspace.
2. Renewals and cancellation
You can cancel at any time from your account. Cancellation takes effect at the end of the period you have already paid for, and your application keeps running until then. We do not give pro-rata refunds for the unused part of a billing period.
3. Everything else
If something went wrong outside the cases above, write to us and tell us what happened. We look at every request individually, and we would rather work it out with you than point at a rule — but any refund beyond §1 is at our discretion.
4. How to request a refund
Email legal@poof.run from the address on your account, and tell us which workspace and application the charge was for.
5. How refunds are paid
Payments for Poof are taken by Paddle, our reseller and merchant of record (see §3 of our Terms of Service). Paddle issues every refund to the payment method you paid with and has the final say on it under its Buyer Terms; how soon the money appears on your statement depends on your bank or card provider. This policy never takes away the rights you have under those Buyer Terms or under the law of your country.
A refund of your current billing period also ends that subscription: your application is stopped, and the retention and deletion timeline in §4 of our Terms of Service applies from then on.
6. When we do not refund
- An account suspended or terminated for violating our acceptable use rules (§2 of our Terms of Service).
- A payment you have disputed with your bank or card provider (a chargeback) — the dispute takes the place of a refund request.
- A refund does not bring back an application or data that has already been permanently deleted.
7. Changes to this policy
If we change this policy, we will publish the new version on this page; a change never applies to a refund request you have already sent us.
Adapted from the Basecamp open-source policies, licensed under CC BY 4.0.