Refund policy

If Classivo is not right for you, tell us within 30 days of your payment and we will refund it in full. You do not need to give a reason, and there is nothing you have to have done first.

1. The 30-day money-back guarantee

Every payment to Classivo — a subscription, a single add-on, or a package — is refundable in full for 30 days from the date the payment was taken. This applies to your first payment and to every renewal after it.

We do not require you to show that the software failed, to complete a support process before asking, or to have used the account less than some amount. If you ask within 30 days, the refund is issued.

2. How to ask

Email billing@classivo.co from the address on the account, or use the receipt you were sent at purchase. Tell us which payment you want refunded. That is the whole process.

You can also contact Paddle directly, who handled the transaction — see section 4.

3. When you get the money

We acknowledge every refund request within one business day and approve or respond within two business days. Once approved, Paddle issues the refund to the original payment method. How quickly it appears is then up to your bank or card issuer, and is typically between three and ten business days.

4. Paddle is the merchant of record

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the merchant of record for all our orders. Paddle provides all customer service enquiries and handles returns.

In practice this means the charge on your statement comes from Paddle, your invoice and any tax on it come from Paddle, and refunds are paid out by Paddle rather than by us directly. You can raise a refund or billing question with either of us and it reaches the same place. Your purchase is also covered by the Paddle buyer terms.

5. Cancelling a subscription

You can turn off any add-on, or close your account, at any time from inside the product. You do not have to speak to anyone first and there is no cancellation fee.

Cancelling stops the next renewal. It does not by itself refund the payment you have already made — but if that payment was within the last 30 days, section 1 applies and you can have it back. Your account keeps working until the end of the period you paid for, unless you ask us to close it sooner.

After cancellation you have 30 days to export your data. What happens to it after that is set out in the data processing addendum.

6. Service work

Custom form builds, onboarding, migration and branding are quoted and invoiced separately from the subscription, and are not sold through the checkout on this site. Because they are work carried out to your brief rather than a product you download, they are handled by the written quote you accept before the work starts, which sets out the deposit, the stages, and what happens if you stop the engagement partway.

If you are ever unsure which of the two you are paying for, ask before you pay and we will tell you plainly.

7. Complaints

If you are unhappy with a refund decision, or with anything else, email support@classivo.co with "Complaint" in the subject. We acknowledge complaints within one business day and give a substantive answer within five business days. If we need longer, we will say so within those five days and tell you when to expect an answer.

You can escalate to Paddle at any point, and doing so does not affect anything you have raised with us.

8. Support

General support is by email at support@classivo.co, Monday to Friday, with a target first response within one business day.

9. Changes

If we change this policy we will say so on this page. The version in force when you paid is the one that applies to that payment, so a change can never reduce a refund right you already had.