Refund and cancellation policy
How a business stops a paid Averko plan, and when Averko gives money back for plans, add-ons, ad credit and event promotion.
What this policy covers
This policy covers what businesses buy from Averko: Business Studio plans, extra branches, team members and businesses added to a plan, ad campaign credit, and event promotion. It does not cover anything you pay a business directly, such as a deposit it asks for or an invoice it sends. Averko takes no payment for a business and never holds that money, so refunds of it are between you and the business, as our terms of use explain.
Plans that renew automatically
A plan paid by card through Paddle renews at the end of each month or year until you stop it. The card is charged the plan's price on the renewal date shown in Plan & billing, and Paddle emails a receipt for every charge. 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, so the charge appears on your statement under Paddle's name.
Stopping a plan
To stop a renewing plan, open Plan & billing in the Business Studio and choose Stop renewing. You keep the plan until the end of the period you have paid for and you are not charged again; until that date, Keep renewing undoes it. You can also cancel on Paddle's own page, which Change card opens. Moving to the free plan in the Studio ends the paid plan straight away, and the time left on it is not refunded except as set out below. A plan paid through WiPay is a prepaid term: it never renews, so there is nothing to stop, and it simply ends on the date shown.
Refunds on plans
If you are not happy with a charge for a plan — a new plan, a renewal or a change of plan — ask within 14 days of the charge and we refund it in full; a refunded renewal also stops the plan. After 14 days we do not refund part of a period, except where the law gives you more: consumers in the EU, the EEA, the UK and some other countries have a statutory right to withdraw, and nothing here reduces it. If we charged you by mistake, such as twice for the same period or after you had stopped the plan, we refund the charge in full whenever you tell us. Refunds go back to the card or account you paid with, and what was refunded stops when the refund is made.
Extra branches, team members and businesses
An addition to a plan is charged for the rest of the current period and then renews with the plan until you stop it. You can stop an addition on its own in Plan & billing: it stays until the end of the period already paid for, and nothing more is charged for it. A charge for an addition is refunded in full if you ask within 14 days of it, and with the plan whenever the plan is refunded.
Ad credit and event promotion
Money added to an ad campaign can only be spent on advertising on Averko. It cannot be transferred or exchanged for cash. If we refuse an ad before it has been shown, or stop your ads for a reason that is not yours, we refund the credit that was not spent; otherwise credit left on a stopped campaign stays available for your next one, unless the law entitles you to it back. An event promotion is refunded in full if we refuse it or it is never shown, and is not refunded once it has started.
When a renewal cannot be charged
If the card on a renewing plan is declined, Paddle tries again and emails you, Plan & billing shows that the last payment did not go through, and the paid features pause until it does. Choose Change card to update the card: the features come back as soon as the payment goes through. If it is never paid, the business stays on the free tier and nothing more is charged.
How to ask for a refund
Write to us through Help & feedback with the business name, the date of the charge and the amount, or, for a plan paid through Paddle, ask Paddle directly at paddle.net or through the link in the receipt it emailed you; Paddle makes the refund for anything it sold. A person reads every message, and we aim to answer within three business days. Once a refund is agreed, the bank or card issuer usually shows it within 5 to 10 business days. Please contact us or Paddle before disputing a charge with your bank: a dispute takes longer for you, and we can usually put it right faster.
Who we are
Averko is operated from Barbados by AVERKO AI, a business registered with the Corporate Affairs and Intellectual Property Office under registration number 92961. This policy forms part of our terms of use, and the laws of Barbados govern it.