Subscriptions & Refunds

This policy forms part of our Terms of Service. It applies to BoTransfer Pro, bought by anyone, whether as a consumer or for a business. Where the law gives consumers more rights than this policy, those rights apply.

1. Who sells Pro: Paddle

Our order process is conducted by our online reseller Paddle.com Market Limited ("Paddle"). Paddle is the merchant of record for all our orders: it sells Pro to you, takes payment, charges and pays VAT and other sales taxes, issues your receipts and invoices, and processes refunds. Your purchase is also covered by Paddle's buyer terms. This policy tells you what we have agreed with Paddle to give you; where it is more generous than Paddle's buyer terms, this policy applies. We provide the Pro service itself.

Your bank statement will show a payment to Paddle (usually shown as "PADDLE.NET* BOTRANSFER" or similar). You can see your receipts and manage your payment details through the link in any Paddle receipt email, or at paddle.net.

2. How the subscription works

• You choose monthly (£12) or yearly (£120). The price shown at checkout is the price you pay, including any VAT; Paddle may show it in your local currency.
• Pro starts as soon as your payment goes through.
• Your subscription renews automatically at the end of each month or year, and Paddle charges the same payment method, until you cancel. Your renewal date is shown on your account page.
• If a renewal payment fails, Paddle retries it for a short time and you keep Pro meanwhile. If it still fails, your account moves to Free. Transfers you have already sent keep their expiry dates.

3. How to cancel

You can cancel at any time, with no fee: open the app, go to your account page and choose Manage billing, or use the cancel link in any Paddle receipt, or email support@botransfer.com from the email on your account. Cancelling stops future payments. You keep Pro until the end of the period you have already paid for, and then your account moves to Free. Cancelling does not by itself give a refund for the current period — see section 4 for when you get one.

4. Your 14 days to change your mind

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers 14 days from the day the contract is made to cancel a contract for a service. Normally, if you ask for the service to start straight away and then cancel within the 14 days, you can be charged for the service you had up to that point. We do not do that. Our promise is simpler and goes further:

• First purchase: if you ask us within 14 days of the day you first bought Pro, we refund the whole payment, however much you have used Pro.
• Yearly renewal: if you ask us within 14 days of the date a yearly subscription renewed, we refund that whole renewal payment.
• Monthly renewals are not refunded, but you can cancel at any time so that you are not charged again.

When you buy, the checkout asks you to agree that Pro starts immediately. This is so you can use it straight away; it does not reduce the promise above.

How to ask: email support@botransfer.com from the email on your account saying you want to cancel and be refunded, or contact Paddle through the link in your receipt. You do not need to give a reason. You may also use this form of words if you wish: "I give notice that I cancel my contract for BoTransfer Pro, bought on [date]. Name, email address, date." When we refund, your account moves to Free straight away.

This promise does not apply where we have closed your account for a serious breach of our Acceptable Use Policy — for example sending illegal content or fraud — except where the law gives you a refund anyway.

5. How refunds are paid

Paddle makes every refund, to the payment method you used, normally within 14 days of your request being accepted (often much sooner). How quickly the money appears depends on your bank or card provider; it usually takes 5 to 10 working days. Refunds are made in the currency you paid in. We do not charge any fee for a refund.

6. If something goes wrong

If you are a consumer, the Consumer Rights Act 2015 requires us to provide Pro with reasonable care and skill and as described. If we do not — for example if a serious fault stops you sending files for a long period — tell us at support@botransfer.com. We will first try to put it right. If we cannot do so within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction, which can be a full refund for the affected period. If we change Pro in a way that makes it materially worse during a period you have paid for, or close BoTransfer, you may cancel and receive a refund for the unused part of that period (see our Terms of Service).

Short interruptions and planned maintenance, and the deletion of files when a transfer expires, are not faults.

7. Price changes

We may change the price of Pro. We will email you at least 30 days before a new price applies to your subscription, and the new price will apply only from your next renewal after that notice. If you do not want to pay the new price, cancel before that renewal and you will not be charged it. If you are on a yearly plan and the renewal at the new price goes through, you still have the 14 days in section 4.

8. Switching between monthly and yearly

You can switch from your account page through Paddle. When you switch, Paddle charges or credits the difference for the rest of the current period, and shows you the amount before you confirm.

9. Chargebacks

Please contact us before disputing a payment with your bank — we can usually sort things out faster. If a payment is reversed through a chargeback, your account moves to Free.

10. Contact

Subscription questions and refund requests: support@botransfer.com. Payment and invoice questions can also go to Paddle via paddle.net. If you are not happy with how we have handled your request, see "Complaints and appeals" in our Terms of Service.