Refund Policy

This policy applies to paid UnitX plans (Standard and Business). The Free plan costs nothing, so there is nothing to refund. Enterprise plans are arranged by separate agreement, and the refund terms in that agreement apply instead.

Paid plans are sold through Paddle, our authorised reseller and merchant of record. Paddle takes your payment, issues your receipt and returns any refund to you. This policy is read together with our Terms of Service and with Paddle’s Buyer Terms.

Terms of ServicePaddle Buyer Terms

• A paid plan is billed monthly, per active member of your organization. The price per member is on our pricing page.
• External collaborators invited into a single project or workspace are not billed, and neither are suspended or removed members. An organization is billed for at least one seat.
• Subscriptions renew automatically each month until you cancel.
• Applicable sales tax or VAT is calculated and shown by Paddle at checkout, and appears on your receipt.
• If a plan is offered with a free trial, you are not charged until the trial ends. Cancel before it ends and you are not charged.

• An organization owner or billing administrator can cancel at any time from Billing in the app. No email or call is needed.
• Cancellation takes effect at the end of the billing period you have already paid for. You keep all paid features until then, and you are not charged again.
• Until that date you can undo the cancellation from the same page and your subscription simply carries on. After it ends, you can subscribe again at any time.
• When the paid period ends, the organization moves to the Free plan. Features the Free plan does not include become unavailable, and your data is kept.
• Cancelling does not by itself refund the current period: it stops future charges.

Your bill follows your team. When a member joins or is removed, UnitX updates the seat count on your subscription, and when you switch between paid plans the new price applies to the seats you have.

• Adding a member or moving to a higher-priced plan adds a prorated charge for the rest of the current period to your next invoice.
• Removing a member or moving to a lower-priced plan gives a prorated credit against your next invoice.
• These adjustments are calculated by Paddle, to the minute, and shown on your invoice. A credit is applied to future invoices; it is not paid out in cash and it does not by itself entitle you to a refund.

Apart from the cases below, charges for a billing period that has begun are not refundable. We refund:

• Charges made in error: for example a duplicate charge for the same period, or a charge after a cancellation that was already in effect.
• The unused part of a period, pro rata, if we remove a core feature of your paid plan during a billing period you have paid for and do not replace it with something reasonable (as set out in our Terms).
• Anything the law requires us to refund, including the right of consumers in the EU, EEA and UK to withdraw within 14 days of a purchase, described below.

A refund includes the sales tax or VAT that was charged on the refunded amount. We do not charge a fee for refunding.

Nothing in this policy limits rights that the law gives you and that cannot be waived.

If you are a consumer in the EU, EEA or UK, you may withdraw from a purchase for any reason within 14 days of completing it. That right does not apply once you have started to use the service during that period, having asked for access to begin straight away, which is how UnitX works: your plan is active as soon as you pay. Paddle’s Buyer Terms set out how the withdrawal right applies to your purchase.

Plans are bought by organizations. If you are buying for a business, consumer withdrawal rights do not usually apply, but the cases listed under “When we refund” always do.

If a renewal payment fails, Paddle retries it and we tell your organization’s billing administrators. Your plan stays active for a 14-day grace period so you can update your payment method. If the payment is still not made after that, the organization moves to the Free plan and your data is kept. If you pay later, the paid plan returns.

• Email admin@unitfactor.org, or use the contact form, from the email address on the account.
• Tell us the organization’s name, the date and amount of the charge (or the receipt number), and why you are asking.
• We reply to every request. If we agree to a refund, we ask Paddle to issue it, and it appears on your Billing page once Paddle confirms it.
• Refunds go back to the original payment method. How quickly the money appears depends on your bank or card issuer.

You can also contact Paddle directly from the receipt it emailed you. Please contact us before you dispute a charge with your bank, so we can sort it out directly.

Email admin@unitfactor.orgContact form

Paid plans are bought on the UnitX web app through Paddle. The iOS and Android apps do not sell plans, so Apple and Google do not handle these payments and their refund processes do not apply. Refunds are handled as described in this policy.

We may update this policy as billing changes. A change applies to charges made after the effective date above; it never reduces a right you already have for an earlier charge.

Privacy Policy

Questions about billing or this policy: admin@unitfactor.org. UnitX is operated by UnitFactor.

admin@unitfactor.org