1. Overview
CarbonTiers sells one-time licences for GHG emission calculation tools, each valid for the term you choose (monthly or annual). We want you to be satisfied with our Service and have designed this policy to be straightforward and fair. Payments are processed by Paddle, our authorised Merchant of Record.
2. Free Plan
The Free plan involves no payment, so no refunds are applicable. You may delete your account at any time.
3. 14-Day Money-Back Guarantee
If you are not satisfied with your first paid licence (Pro Single Sector or Pro — National Reporting Suite), you may request a full refund within 14 days of your initial purchase date. This guarantee applies once per customer and does not apply to repeat purchases or plan upgrades.
This guarantee is a goodwill policy intended to let you evaluate the Service. It does not apply where the Service has been materially consumed before the refund request — in particular, where emission inventory reports, Excel workbooks, or PDF outputs have been generated, exported, or downloaded from your account. By activating your licence you expressly request immediate access to the Service and acknowledge that, to the extent permitted by applicable law, your statutory right of withdrawal lapses once you begin using the digital service. Report generation and export events are logged (user, timestamp, and output type) and may be provided to Paddle as usage evidence when refund requests or chargeback claims are assessed.
To request a refund under this guarantee, email us at info@carbontiers.com with your account email and purchase date. We will process the refund within 5–10 business days.
4. Licence Term and Renewal
Licences are one-time purchases and do not renew automatically: your payment method is not charged again, and access ends when the term ends. To continue, you buy a new licence. No pro-rated refund is issued for the unused portion of a term.
Repeat purchases are non-refundable unless required by applicable law. If you hold an older recurring subscription, you can cancel it at any time by contacting info@carbontiers.com; access continues until the end of the period already paid for.
5. Plan Upgrades and Downgrades
You can buy additional tools or a larger package at any time at the listed price. No partial refunds are issued for unused time on an earlier licence.
6. Exceptional Circumstances
Refunds outside the 14-day window may be considered on a case-by-case basis in exceptional circumstances (e.g., duplicate charges, billing errors, or extended service unavailability caused by us). Please contact us with full details and we will review your request promptly.
7. Statutory Rights
This policy does not affect any statutory rights you may have under applicable consumer protection laws, including but not limited to EU Consumer Rights Directive, UK Consumer Rights Act, or other local legislation. Statutory cooling-off rights may apply for digital services in certain jurisdictions.
8. How Refunds Are Processed
Approved refunds are processed by Paddle and credited to the original payment method. Processing time depends on your bank or card issuer but typically takes 5–10 business days after our approval. You will receive an email confirmation when a refund is initiated.
9. Contact
For refund requests or billing questions, please contact us at info@carbontiers.com. Include your account email address and the relevant invoice number to help us assist you quickly.