Refund Policy

We want you to be confident when purchasing an Acumen Cloud subscription. This policy explains when and how you can get a refund. It forms part of our Terms of Service.

1. Payments Are Processed by Paddle

Paid subscriptions are sold through our Merchant of Record, Paddle (Paddle.com Market Ltd. and its affiliates). Paddle handles billing, taxes, invoicing, and the processing of refunds. Approved refunds are issued by Paddle to your original payment method.

2. 14-Day Money-Back Guarantee

If you are not satisfied with your first purchase of a paid Acumen Cloud subscription, you may request a full refund within 14 days of the initial purchase date, no questions asked. This applies to the first billing period of a new paid subscription (monthly or annual) and to a first upgrade from the free tier.

3. Renewals

Subscription renewals are charged automatically. If you forgot to cancel before a renewal, contact us within 14 days of the renewal charge and, provided the Service has not been substantially used during the new billing period, we will refund the renewal in full. To avoid unwanted renewals, you can cancel at any time from your billing settings; cancellation stops future charges and your access continues until the end of the paid period.

4. How to Request a Refund

• Email support@acumenrisk.cloud from the email address associated with your account, including your order or invoice number; or
• Reply to your Paddle order confirmation email, or contact Paddle directly via the link on your invoice.

We aim to respond within 2 business days. Once a refund is approved, Paddle processes it promptly; depending on your payment method and bank, the funds typically appear within 5 to 10 business days.

5. What Is Not Refundable

• Requests made outside the 14-day windows described above.
• Periods of substantial use after a renewal (for example, continued active use of paid features well into the new billing period).
• Purchases where a refund has already been granted for a previous period of the same subscription, where we reasonably determine the guarantee is being abused (for example, repeated subscribe-refund cycles).
• Amounts charged for a completed billing period that ended before the request.

6. Your Statutory Rights

Nothing in this policy limits any non-waivable rights you have under applicable consumer protection law, including mandatory withdrawal or cancellation rights in your country of residence. Where such rights apply, they take precedence over this policy.

7. Questions

If anything here is unclear, or your situation does not fit the cases above, contact us at support@acumenrisk.cloud and we will do our best to find a fair outcome.