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Refund Policy

Last updated: April 22, 2026

This Refund Policy explains the terms under which Safepiens, NIPT M21704029F, located at Rruga Ferit Xhajko, Tiranë, Albania ("we", "us", or "our") issues refunds for subscriptions and one-time purchases of the Safepiens platform (the "Service"). This policy forms part of, and should be read together with, our Terms of Service.

1. Merchant of Record

Payments for the Service are processed by our reseller and Merchant of Record, Paddle.com Market Limited ("Paddle"), whose terms and conditions are available at https://www.paddle.com/legal/checkout-buyer-terms.

Paddle is responsible for handling the checkout, payment collection, invoicing, taxes, and refund processing on our behalf. As such, all refund payments are issued through Paddle and will typically appear on your statement as "PADDLE.NET* SAFEPIENS" or similar.

2. 14-Day Right of Withdrawal (EU/EEA/UK Consumers)

If you are a consumer residing in the European Union, the European Economic Area, or the United Kingdom, you have the right to withdraw from your purchase within fourteen (14) calendar days from the date of the initial transaction, without providing any reason, in accordance with Directive 2011/83/EU on consumer rights.

To exercise this right, you must inform us of your decision to withdraw by an unambiguous statement sent to [email protected] before the 14-day period expires. If you have begun using the Service during the withdrawal period, you acknowledge that this right may be limited in accordance with Art. 16(m) of the Directive for fully performed digital services.

Note: The statutory 14-day withdrawal right does not apply to business customers (B2B) purchasing the Service for commercial purposes. Because Safepiens is a workforce-management platform intended for organisations, most of our customers are business users and this clause will therefore apply only in limited cases.

3. Subscription Refunds

Safepiens is offered primarily on a recurring subscription basis (monthly or annual). Our refund terms for subscriptions are as follows:

3.1 Monthly subscriptions

  • Monthly subscription fees are non-refundable once a billing cycle has started.
  • You may cancel at any time; cancellation stops future renewals but does not generate a refund for the current billing period. You retain access to paid features until the end of the period already paid for.

3.2 Annual subscriptions

  • Annual subscriptions may be refunded on a pro-rata basis within the first 14 days from the initial purchase, as described in Section 2 above, where applicable.
  • After the initial 14-day period, annual fees are non-refundable. You may cancel the auto-renewal at any time from your account settings or by contacting support; your subscription will remain active until the end of the paid period.

3.3 Free trials and plan upgrades

  • No charge is applied during an active free trial. If you do not cancel before the trial ends, you will be billed according to the selected plan.
  • When you upgrade or downgrade between plans mid-cycle, any pro-rated adjustments are applied to your next invoice rather than refunded.

4. Discretionary Refunds

Outside of the cases described above, we may, at our sole discretion, grant a refund in exceptional circumstances, including but not limited to:

  • A duplicate or erroneous charge for which we are responsible.
  • A documented, material defect in the Service that we are unable to remediate within a reasonable time after you have reported it.
  • Extended, verified unavailability of the Service caused by our systems and materially affecting your ability to use the Service.

Discretionary refunds are not a right and are assessed on a case-by-case basis. Requests are generally not granted where:

  • The request is submitted more than 30 days after the charge.
  • The account has shown substantial usage of paid features during the billing period.
  • The refund is requested because the customer has changed their mind after the 14-day withdrawal period, or because the Service has not been used.
  • The account is suspended or terminated for violation of our Terms of Service.

5. How to Request a Refund

To request a refund, please email [email protected] from the email address associated with your account and include:

  • Your full name and company name.
  • The invoice number, order ID, or last four digits of the payment card used.
  • The date and amount of the charge.
  • The reason for the refund request.

Alternatively, you can contact Paddle directly through their buyer help portal at https://paddle.net, using the reference shown on your payment receipt.

6. Processing Time

Approved refunds are processed by Paddle within five (5) to ten (10) business days of approval. The time it takes for the refunded amount to appear on your statement depends on your payment method and issuing bank and may take up to an additional 5–10 business days.

Refunds are issued to the original payment method used for the purchase. Where this is not possible (for example, an expired card), we will coordinate with you and Paddle to arrange an alternative means of repayment.

7. Cancellation of Subscription

You can cancel your subscription at any time from your account billing page or by contacting us at [email protected]. Cancellation:

  • Stops future automatic renewals.
  • Does not, by itself, produce a refund for the current paid period.
  • Does not delete your Customer Data; export and deletion follow the terms of our Terms of Service.

8. Chargebacks

If you believe a charge is incorrect, please contact us first at [email protected] so that we can investigate and resolve the issue. Initiating a chargeback with your bank or card issuer without prior contact may result in the suspension of your account and the loss of access to the Service while the dispute is being resolved.

9. Taxes

Where refunds are issued, any applicable VAT, GST, or sales tax collected at the time of the original transaction will be refunded together with the underlying amount, in accordance with Paddle's tax-handling procedures.

10. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in the Service, applicable law, or our payment provider's terms. Changes take effect when the updated policy is posted on our website, together with a new "Last updated" date. Material changes will, where practicable, be communicated to active subscribers by email.

11. Contact Information

For any questions regarding this Refund Policy or a specific refund request, please contact us at:

  • Email: [email protected]
  • Address: Rruga Ferit Xhajko, Tiranë, Albania
  • NIPT: M21704029F

For payment-related issues handled directly by our Merchant of Record, you can also contact Paddle at https://paddle.net.