Refund and cancellation policy

This policy applies to every DeCarbonPro subscription. It forms part of our terms and conditions.

30-day money-back guarantee

Ask us for a refund within 30 days of any subscription payment and we will refund that payment in full. You do not need to give a reason, and we will not ask you for one.

1. Refunds

Every subscription payment is refundable in full for 30 days from the date we take it. This covers your first payment and every renewal payment after it. Requests are granted, not reviewed.

We refund to the payment method you paid with. We start the refund within 2 business days of your request; your bank or card issuer then typically takes a further 5 to 10 days to show it on your statement.

2. How to ask for a refund

Use whichever is easier:

Email info@decarbonpro.com, telling us which payment you mean.
Open the receipt emailed to you at the time of payment and follow the refund link it carries.
Call us on +20 122 424 7769.

We reply to refund and cancellation requests within 1 business day.

3. Cancelling your subscription

You can cancel at any time, from your account settings or by contacting us. There is no cancellation fee and no notice period. Cancelling stops all future payments; your access continues to the end of the period you have already paid for.

If you would rather have that final period refunded than use it, ask us within the 30-day window in section 1 and we will refund it.

4. Your data after you leave

Your emissions data stays yours. Export your installations, calculations and reports at any time while your subscription is active, and ask us for an export afterwards. We keep your account data for 90 days after cancellation so you can come back to it, then delete it. You can ask us to delete it sooner — see our privacy policy.

5. Statutory rights

Nothing in this policy limits any right you have by law. Where you buy as a consumer rather than as a business, and you are in the EU, the EEA, Switzerland or the United Kingdom, you also hold a statutory right to withdraw from a distance contract within 14 days. The 30-day guarantee above is offered in addition to that right, is longer than it, and we apply it to business and consumer buyers alike.

6. Complaints

If something about a payment, a refund, a cancellation or the service itself is wrong, tell us and we will fix it. Send complaints to info@decarbonpro.com with "Complaint" in the subject line.

Within 1 business day

We acknowledge your complaint and tell you who is handling it.

Within 5 business days

We give you our answer, or — if we need longer to investigate — tell you why and when to expect it.

Within 20 business days

Every complaint is resolved and closed, at the outside.

If our answer does not satisfy you, you can take the matter up with our reseller, which handles buyer disputes independently of us. Its contact route is on the receipt you were sent, and it is named in section 7.

7. Payment processing

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 inquiries and handles returns.

Its name may therefore appear on your card or bank statement instead of ours. This policy applies to those payments in full, and we honour it whichever route you paid by.

8. Contact

Questions about a payment, a refund or a cancellation go to info@decarbonpro.com.