Refund Policy

This policy explains when you can get your money back for a BordersHub subscription (CAD $100 per organization per month, plus applicable taxes). It forms part of our Terms of Service (Section 11.3).

1. Summary

• You can ask for a full refund within 14 days of any payment: your first payment or a renewal. No reason is needed.
• After 14 days, that payment isn’t refunded, but you can cancel at any time: renewal stops and you keep the paid features until the end of the month you paid for.
• Refunds go back to the original payment method, through Paddle.

2. 14-day refunds

For 14 days after each payment, an administrator or billing user of your organization can ask for that payment to be refunded in full. This applies to the first payment and to every automatic renewal, so a renewal you didn’t mean to keep can be refunded too. The 14 days are counted from the date of the payment shown on your receipt.

3. After 14 days

Once 14 days have passed, the payment for the month in progress is not refunded, and no refunds or credits are given for partial periods, unused time or unused features. You can still turn off automatic renewal at any time on the Subscription page: no further payments are taken, and your organization keeps the paid features until the end of the month already paid for.

4. Exceptions

• Breach of the Terms. No refund or credit is given when LamWorks removes content, suspends the Service or ends the Terms because of a breach of the Terms (for example of Section 9, acceptable use), even within 14 days.
• Ending the Service for convenience. If LamWorks ends the Terms for convenience (Section 17.2), it refunds the prepaid fees for the rest of the month, whenever that happens.
• AI provider charges for the AI Questionnaire. The AI Questionnaire uses your own API key for the AI provider you chose, so what that provider charges you for questions asked is between you and the provider. It isn’t part of your BordersHub subscription and this policy can’t refund it. Your BordersHub payment is refunded as described above, whether or not you used the AI Questionnaire.
• Deal rooms. Opening a Deal Room is part of your BordersHub subscription and has no separate charge. Your payment is refunded as described above whether or not you used the Deal Room, and a room that ends, is withdrawn from or is deleted isn’t a reason for a refund. Rooms you already have stay available if the subscription ends; only opening a new one needs it.
• Where the law requires it. Nothing in this policy limits a refund that applicable law gives you.
• Deleting your organization. Deleting the organization cancels the subscription immediately. If you want a refund of a payment made in the last 14 days, ask for it before deleting the organization.

5. How to ask for a refund

• Open a support ticket in BordersHub (category Billing), saying which payment you want refunded; or
• email contact@bordershub.com from an address of your organization’s administrator or billing user; or
• contact Paddle, which processed the payment, from the link in your receipt email or at paddle.net.

We answer refund requests within 5 business days. Once approved, Paddle returns the money to the original payment method; how long it takes to appear depends on your bank or card issuer, usually 5 to 10 business days.

6. What a refund changes

A full refund ends the month it paid for when the refund is made: from then on, your organization no longer has the paid features (such as a published trust profile, Partners, the API, the AI Questionnaire and the verified badge) until it subscribes again, and automatic renewal is turned off. Your information isn’t deleted: your trust profile, evidence and settings stay as they were.

7. Paddle, our reseller

Our orders are processed by our online reseller Paddle.com, which is the merchant of record for all our orders. Paddle provides all customer service inquiries and handles returns. Paddle’s own buyer terms also apply to your purchase.

8. Relationship to the Terms

This policy is part of the Terms of Service. If they differ, the more generous of the two for you applies. We may change this policy in the same way as the Terms; a change applies to payments made after it takes effect.