Refund policy
SubnetSleuth licences are sold by Paddle.com, our reseller and merchant of record, so refunds are made by Paddle. This policy is part of the terms of sale.
Every feature of SubnetSleuth is free for 14 days, with no account and no card, so that you can make sure it is right for you before you buy. Please use the trial first.
Asking Paddle for a refund
Refunds are handled under Paddle's refund policy. You can ask for a refund within 14 days of your purchase through paddle.net or the link in your Paddle receipt. Paddle reviews each request and decides it under that policy.
When we make sure you get a refund
Whatever the date of your request, we ask Paddle to refund the full amount, including any tax, when:
- you were charged twice for the same purchase, or charged for a purchase you did not make;
- your licence key never reached you, and we could not deliver it within 7 days after you told us; or
- SubnetSleuth does not work materially as described on subnetsleuth.com, you told us in writing within 30 days of the purchase with enough detail for us to reproduce the problem, and we did not fix it or give you a reasonable workaround within 30 days after you told us.
For these, write to [email protected] with Paddle's receipt or the invoice number, or ask through paddle.net.
Rights you have under consumer protection law that cannot be waived always apply, in addition to this policy.
What happens to a refunded licence
When a purchase is refunded, its licence ends, including any right to keep using earlier versions: you must stop using SubnetSleuth under that licence key and remove the key from your computers. Versions of SubnetSleuth released after the refund do not accept that key. The same applies when a payment is reversed or charged back (see section 10 of the terms of sale).
Contact
Refunds, invoices and receipts: [email protected]. Payments and refunds through Paddle: paddle.net.