Refund Policy

This Refund Policy explains when refunds are available for subscriptions to the Linecard platform (the "Service") and how to request one. It supplements our Terms of Service and forms part of the agreement between you and Linecard. Capitalized terms not defined here have the meaning given to them in the Terms of Service.

Payments for the Service are processed by Paddle.com Market Ltd ("Paddle"), our Merchant of Record. Refunds approved under this policy are issued through Paddle.

1. Summary

This summary is provided for convenience and does not replace the full policy below.

• 14-day refund window for first-time subscribers who are not satisfied with the Service.
• Monthly renewals are non-refundable as a general rule. Cancel before the renewal date to avoid the next charge.
• Service outages, billing errors, and unauthorized charges are eligible for refund or credit regardless of the 14-day window.
• Annual and Enterprise subscriptions follow the refund terms set out in the applicable order form.
• Statutory rights under your local consumer protection law are not affected by this policy.
• To request a refund, email billing@linecard.co with your account email and transaction ID.

2. Scope

This policy applies to subscription fees paid for the Service through Paddle. It does not apply to:

• third-party charges, including taxes, currency conversion fees, or bank fees, which are governed by Paddle and the relevant financial institutions;
• amounts paid to third parties for services not provided by Linecard (such as integrations or implementation partners); or
• fees paid under a signed order form or master services agreement that contains its own refund terms, which control to the extent of any conflict.

3. 14-Day Refund Window for New Subscribers

If you are subscribing to a paid plan for the first time and you are not satisfied with the Service, you may request a full refund of your initial subscription fee within 14 days of the date of your first payment.

This window applies once per customer account and is intended to allow new customers to evaluate the Service in good faith. It does not apply to:

• subsequent renewals of the same plan;
• upgrades, downgrades, or re-subscriptions following a previous cancellation;
• accounts that have been suspended or terminated for breach of our Terms of Service; or
• usage patterns that, in our reasonable assessment, indicate the refund is being requested in bad faith or as a means of circumventing payment for services rendered.

4. Monthly Renewals

Monthly subscriptions renew automatically at the end of each Billing Cycle at the then-current rate, as described in our Terms of Service.

Renewal charges are generally non-refundable. If you do not wish to renew, cancel your subscription before the renewal date — cancellation takes effect at the end of the current Billing Cycle, and you retain full access to the Service until then.

Forgetting to cancel before a renewal is not, on its own, a basis for refund. We may, at our discretion and as a courtesy, issue a refund or credit where a renewal charge occurred shortly before a cancellation request and the account showed little or no use of the Service during the renewed period. Decisions made on this basis are case-by-case and do not create a precedent or right to similar treatment in the future.

5. Annual and Enterprise Subscriptions

Annual and Enterprise subscriptions are billed in advance for the full term and are non-refundable except as expressly set out in the applicable order form or master services agreement. Where the order form is silent, the refund terms of this policy apply, and refunds, if any, are pro-rated based on the unused portion of the term.

6. Price Changes

If we increase the fees for your Subscription Plan, we will notify you at least 30 days in advance as set out in Section 5 of our Terms of Service.

If you cancel before the new pricing takes effect, you will not be charged the increased rate. Price changes do not retroactively apply to Billing Cycles already paid for, and renewals at the new price are not refundable beyond the standard scope of this policy.

7. Exceptions: When We Will Refund Regardless of the 14-Day Window

We will issue a refund or credit, in our reasonable discretion, in the following circumstances even outside the 14-day window:

Service unavailability. The Service has been unavailable for more than 24 consecutive hours within a Billing Cycle due to a fault attributable to Linecard, excluding scheduled maintenance announced in advance and outages caused by circumstances outside our reasonable control (see Section 12).

Billing errors. You were charged in error, including duplicate charges, charges following a confirmed cancellation, charges in an incorrect amount, or charges on a plan you did not select.

Unauthorized charges. You did not authorize the charge — for example, where a charge was made to your payment method without your consent. We may require evidence to verify the unauthorized nature of the charge.

Material breach by Linecard. Linecard has materially breached the Terms of Service and has failed to cure the breach within the period set out in those Terms, and you terminate the subscription for cause.

Required by law. A refund is required by applicable consumer protection law in your jurisdiction, including rights of withdrawal under EU and UK distance-selling rules where applicable to your purchase.

In these cases, we may issue a refund, a pro-rated refund for the unused portion of the current Billing Cycle, or a service credit applied to a future invoice, depending on the circumstances.

8. Non-Refundable Items

The following are not refundable except where required by law:

• one-time setup, onboarding, or professional services fees that have been substantively delivered;
• training, consulting, or implementation hours that have been used;
• third-party software or services purchased through or in connection with the Service;
• usage-based fees for resources already consumed; and
• amounts attributable to taxes or transaction fees collected by Paddle, except where Paddle is required to refund those amounts in connection with a refund of the underlying subscription.

9. How to Request a Refund

To request a refund, email billing@linecard.co from the email address associated with your account. Please include:

• the account email and company name on the subscription;
• the Paddle transaction ID or invoice number for the charge in question;
• the date and amount of the charge;
• the reason for the request; and
• any supporting information (for example, evidence of an outage or duplicate charge).

We aim to acknowledge refund requests within two (2) business days and to issue a decision within ten (10) business days, subject to the complexity of the request and the responsiveness of the requester to any follow-up questions.

We may require additional information to verify your identity and authority to make the request. Refund decisions are made at Linecard's reasonable discretion, except where a refund is required by law or expressly mandated by this policy or our Terms of Service.

10. How Refunds Are Issued

Approved refunds are processed by Paddle to the original payment method used for the transaction. Refunds typically appear on your statement within 5 to 10 business days of approval, depending on your bank or card issuer.

Where a refund to the original payment method is not possible — for example, where the card has expired or the account has been closed — Paddle will work with you on an alternative method permitted under its policies.

Refunds are issued in the currency of the original transaction. Any difference arising from currency conversion or exchange-rate fluctuation between the original charge and the refund is borne by the customer and is not reimbursed by Linecard.

11. Chargebacks and Disputes

We strongly encourage you to contact us before initiating a chargeback with your bank or card issuer. Most billing concerns can be resolved more quickly and fully by email to billing@linecard.co.

A chargeback initiated without prior contact may result in suspension of your account pending resolution of the dispute. If a chargeback is resolved in our favor, the related subscription may remain suspended until any outstanding amounts are paid, and we may decline to provide the Service to the account in the future.

Initiating a chargeback in bad faith — including for charges that were authorized and reflect services delivered — is a breach of our Terms of Service.

12. Service Credits and Outages

For outages eligible under Section 7, we may, in our discretion, issue a service credit in lieu of a cash refund. Service credits:

• are applied to the next invoice issued by Paddle for the affected account;
• have no cash value, are non-transferable, and are not redeemable for cash;
• expire if the subscription is terminated before the credit is fully consumed; and
• are calculated based on the duration of the qualifying outage and the affected portion of the Subscription Plan.

Scheduled maintenance, third-party network failures, and force majeure events (as described in our Terms of Service) do not qualify as outages for purposes of this Section.

13. Cancellation

You may cancel your subscription at any time from your account settings or by emailing billing@linecard.co. Cancellation:

• stops future renewal charges;
• takes effect at the end of the current Billing Cycle;
• does not, on its own, entitle you to a refund of fees already paid for the current or any prior Billing Cycle; and
• does not affect any refund rights expressly granted by this policy or by applicable law.

Following cancellation, you may export Customer Data for the period set out in our Terms of Service, after which it may be deleted.

14. Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable consumer protection law that cannot be limited or excluded by contract. Where mandatory law provides for refund rights more favorable than those set out here, those rights apply.

In particular, consumers in the European Union and the United Kingdom may have a statutory right of withdrawal within 14 days of subscribing to a digital service. Where you have agreed that the Service should begin during this period, your right of withdrawal may be limited or extinguished once performance has begun, in accordance with applicable law.

15. Changes to This Policy

We may update this Refund Policy from time to time. If we make material changes, we will provide notice by email to the account's primary contact address and by in-app notification at least 14 days before the changes take effect, and we will update the "Last updated" date at the top of this policy. Non-material changes may take effect immediately upon posting.

Changes do not apply retroactively to refund requests properly submitted before the effective date of the change.

16. Contact

For refund requests and billing questions: