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Effective date: 15 May 2026
This Refund Policy applies to all paid subscriptions to SwitchMessage, provided by Neko Venture Partners Limited and processed by Paddle.com Market Limited as our Merchant of Record. It forms part of our Terms of Service.
Every new SwitchMessage account begins with a 30-day free trial. No card details or other payment information are collected to start the trial. You only enter payment details if you choose to subscribe at (or after) the end of the trial.
Because no payment method is on file during the trial, there is nothing to “cancel” — if you do not subscribe by the end of the 30 days, the trial simply expires and you are never charged. There is also nothing to refund in respect of the trial itself.
The free trial is offered once per customer by default. Starting a second account under the same email address, the same identifying details, or otherwise the same identity will not automatically extend or re-issue a 30-day trial.
If you have a reasonable need for an additional trial under the same email address — for example, an interrupted earlier trial, a change of team, or a different evaluation context — you can email [email protected] to request one. We grant additional trials on request in good faith and will respond within one business day.
After the trial converts to a paid subscription, you may request a full refund for any reason within 14 days of the date that payment was charged to your card or other payment method.
This applies to:
You do not need to provide a reason. We will not ask you intrusive questions; a brief note (“not for me”, “tried it, didn’t fit”, “changed my mind”) is enough.
In combination with the 30-day trial, this means at least 44 days from first sign-up during which no money is irrevocably committed: 30 days of trial plus 14 days of refundable first charge.
Email [email protected] and include:
We will acknowledge your request within one business day (Monday– Friday, UK time) and instruct Paddle to issue the refund. The refund goes back to the same card or payment method that was charged. The funds typically land in your account within 5–10 business days, depending on your bank.
After 14 days have elapsed from the date of payment, refunds become discretionary. We are not unreasonable about this:
For these cases, please email [email protected] and explain the situation. We will respond within one business day.
The 30-day trial and 14-day refund window are granted in good faith on the assumption they will be used in good faith. Patterns that we reasonably believe indicate abuse — for example, repeatedly creating fresh accounts to chain together trials, or repeatedly subscribing, requesting a refund within 14 days, then re-subscribing under the same or a closely related account — may result in:
We will tell you in writing if we decide a request falls into this category and explain our reasoning. If you disagree, you can escalate to Paddle’s own dispute mechanisms.
Nothing in this policy limits your statutory rights as a consumer, including any rights you have under the UK Consumer Contracts Regulations 2013 or equivalent laws in your country of residence. Where statutory rights provide a stronger remedy than the 30-day trial or 14-day window described here, the stronger remedy applies.
For any refund or billing question: [email protected].
Neko Venture Partners Limited 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Registered in England and Wales · Company number 14784729