Refund Policy
Effective Date: October 17, 2025
1. Overview and Parties
This Refund Policy applies to all subscriptions for our Snooker Club Management Software (the 'Product') purchased through our authorized reseller and Merchant of Record, **Paddle**. All payments and refunds are processed and administered by CueDesk, in collaboration with Paddle, according to the terms outlined herein.
2. Consumer Right to Cancel (Initial Subscriptions)
If you are a Consumer, you have the right to cancel this Agreement and receive a full, **unconditional refund** for your initial subscription payment if the request is submitted within **14 calendar days** of the initial subscription purchase date. This 14-day cancellation window is provided regardless of the reason for cancellation, ensuring full compliance with Paddle's policy.
3. Exception to the Right to Cancel (Digital Content)
The Product is considered Digital Content. Your statutory Right to Cancel (Section 2) does not apply to the supply of Digital Content that you have started to download, stream, or otherwise acquire and benefit from. **However, CueDesk offers the unconditional 14-day refund guarantee mentioned in Section 2, superseding this limitation for initial purchases.** After this period, or if evidence of fraud or refund abuse is found, refunds may be refused.
4. Subscription Renewals and Partial Periods
Refunds are not provided for automatic **Subscription Renewals**. It is your responsibility to cancel your subscription at least 48 hours before the end of the current billing period to avoid being charged. There are **no refunds on unused subscription periods** after the initial 14-day guarantee has expired.
5. Refund Processing and Payment (Via Paddle)
To initiate a refund request, you must contact our support team directly at **cuedesk.app@gmail.com** with the subject line 'Refund Request - [Your Subscription ID]'. Once approved, we will instruct Paddle to process the transaction reversal. We will make the reimbursement using the same means of payment as you used for the initial transaction (e.g., credit card) without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel. You will not incur any fees as a result of the reimbursement.
6. Payments by Wire Transfer
Orders paid via wire transfer are not protected under the Consumer Credit Act (CCA) and are generally **not eligible for a refund**. It is your responsibility to provide us with the correct payment details to avoid delays or issues in order fulfillment. Sales tax refunds for wire transfers may be processed at Paddle's discretion if the amount is above the applicable threshold ($/£/€100).
7. Indirect Sales Tax Refund Policy
If you are registered for sales tax in the country of purchase, you may be entitled to a refund of the sales tax amount, if permitted by applicable local laws. You must contact Paddle within **60 days** after completing the purchase and provide a valid sales tax code for your country to be eligible for a sales tax refund.
For all billing inquiries, including refund requests and subscription management, please contact at cuedesk.app@gmail.com. All subscription payments are securely processed by our authorized reseller and merchant of record, Paddle.