This policy explains refunds and subscription cancellations for Optymyse software and services. Read it with our Terms of Service and the order form, quotation or checkout confirmation for your purchase.
Where a product is supplied under separate terms, the refund terms supplied with that product apply.
Optymyse Ltd is registered in England and Wales under company number 16052256. Our registered office is Thursby House, 1 Thursby Road, Bromborough, Wirral, United Kingdom, CH62 3PW.
1. When a refund is available
Our services are intended for business use. Fees are normally non-refundable, including for a change of mind, unused capacity or cancellation during a paid subscription term. This is subject to your agreed order, the refund rights in our Terms of Service, applicable Paddle terms for purchases through Paddle, and any rights required by law.
Our Terms of Service provide refunds of prepaid fees for the unused affected period in certain circumstances, including where we discontinue a paid service early, an agreement ends because of our uncured material breach, or a material service defect cannot be corrected within a reasonable time. The conditions in those terms apply, and any other refund rights in your agreement remain available.
Implementation, consultancy and other professional services are governed by the cancellation and payment arrangements in the relevant order or statement of work, subject to applicable law.
2. Purchases through Paddle
Where your purchase is sold through Paddle, Paddle is the merchant of record and authorised reseller responsible for the payment and refund. Optymyse provides and supports the software. Your receipt identifies the seller.
Paddle’s Buyer Terms and Refund Policy apply to that transaction and take priority over conflicting payment or refund provisions in our terms. Any greater refund entitlement we have agreed with you remains available.
You can ask Paddle to consider a discretionary refund within 14 days of the transaction. Approval is assessed individually; this is not an unconditional money-back guarantee. Statutory rights and any longer contractual entitlement are unaffected.
3. How to request a refund
For a Paddle purchase, visit Paddle buyer support or use the support link in your receipt. You can also contact us at hello@optymyse.com for help.
For purchases billed directly by Optymyse, email hello@optymyse.com. To help us locate the purchase, include your purchasing email address, organisation, order or invoice reference, purchase date and a brief description of the request. Do not send full card details, bank credentials or passwords.
If the request concerns a technical problem, you can contact Optymyse support with details of what happened so we can investigate. This does not replace or delay any applicable right to request a refund.
Paddle processes eligible refunds using the original payment method where possible, within 14 days of approval. Statutory withdrawals follow the deadlines in Paddle’s linked policy. For direct purchases, we will confirm the outcome and, if a refund is due, its amount and processing arrangements. Any deadline required by law applies.
If a purchase is refunded in full, access to the refunded service ends.
4. Cancelling a subscription
For Paddle subscriptions, use the subscription-management link in your receipt or Paddle buyer support. Cancellation normally stops renewal at the end of the current billing period.
For subscriptions billed directly by Optymyse, send notice of non-renewal to hello@optymyse.com, following any notice arrangements in your order. Unless your order says otherwise, access continues until the end of the current paid term.
Cancellation alone does not create a refund entitlement for the remaining period. Refund and withdrawal rights described in this policy still apply.
5. Your legal rights
Nothing in this policy removes mandatory consumer rights, including applicable withdrawal rights or remedies for faulty or misdescribed products. Paddle’s policy explains the withdrawal rules for its transactions, including applicable 14-day rights for UK and EU consumers and exceptions for digital content. These rights take priority over contractual restrictions.
6. Contact and policy changes
For questions, contact hello@optymyse.com, call 020 3951 2481, or write to our registered office above. Our Privacy Policy explains how we handle the information you provide.
The date at the top shows when this policy was updated. Changes apply to future purchases and do not retrospectively reduce rights under an existing purchase or agreement.
