Refunds
Refund Policy
We would rather you tried thoroughly and bought once than bought and regretted it. That is why BroadPaper Cloud has a Free plan with the whole designer and no trial clock, and why SDK development and evaluation are free with every feature enabled. But if a purchase does not work out, this is what we do.
Payments are taken by Creem, our merchant of record, and refunds go back through them to the payment method you used, within ten business days of our confirming the refund.
1. Fourteen days, any reason
BroadPaper Cloud. If this is your workspace’s first payment for a paid plan, monthly or yearly, you may ask for it back within fourteen days of that payment and we will refund the full amount, for any reason. The subscription ends and the workspace moves to the Free plan as soon as the refund is made; nothing you have made is deleted, and documents you produced while paying keep their unmarked pages.
The BroadPaper SDK. If this is your first purchase of a BroadPaper licence, you may cancel it within fourteen days of the date the licence was issued and we will refund the full amount, for any reason. Your right to use BroadPaper in production ends, and you return to the evaluation terms in section 5.1 of the terms.
Either way, email the support address with your order reference. This is our policy, and it applies to businesses as well as to consumers.
2. Consumers
If you are buying as a consumer (not for a business, trade or profession), you have a statutory right under the Consumer Contracts Regulations 2013 to cancel within fourteen days of purchase. Because a licence is digital content delivered immediately, and a Cloud subscription is a service that starts immediately, we will ask you to confirm at checkout that you want it straight away and that you understand this. Our fourteen-day policy in section 1 gives you a full refund anyway, so nothing is lost by agreeing.
Nothing in this policy limits your rights under the Consumer Rights Act 2015 if the service or the Software is faulty.
3. Renewals
BroadPaper Cloud, yearly. A yearly renewal may be refunded if you ask within fourteen days of the renewal date; the workspace then moves to the Free plan as soon as the refund is made.
BroadPaper Cloud, monthly. Monthly renewals are not refunded, because cancelling takes effect at the end of the month already paid for and costs you nothing further. Change or cancel on Plan and billing opens Creem’s billing page, where you can cancel before the next renewal, and Plan and billing always shows when the current period ends.
The BroadPaper SDK. A renewal charged automatically may be refunded if you ask within fourteen days of the renewal date and have not downloaded an update released after that date. Turning off automatic renewal before the renewal date avoids the charge altogether — Manage billing on your account page opens the billing portal where you can do it, and your account page always shows the date your licence runs to.
4. Changing or cancelling a Cloud plan
- Moving from Free to a paid plan takes effect as soon as Creem confirms the payment. It is refundable under section 1 when it is the workspace’s first payment.
- Moving down or cancelling takes effect at the end of the period you have paid for — with no extra days after it. You keep the plan until then, so the rest of that period is not refunded.
- A failed renewal payment keeps the plan working for seven days while the card is put right; after that the workspace moves to the Free plan.
- Deleting your account cancels a paid subscription immediately, not at the end of the period, and no refund is issued automatically. If you think you are owed one, email us before deleting your account, while the workspace still exists for us to check.
5. Faults
BroadPaper Cloud. If a paid plan fails in a way that materially affects your use, and we cannot fix it within a reasonable time after you tell us, section 10 of the terms applies: you may cancel and we will refund the fee for the current period.
The BroadPaper SDK. If the Software does not perform substantially as documented, section 10 of the terms applies: tell us, we will try to fix it, and if we cannot you may terminate and we will refund the fee for the current Licence Year, however long ago it was paid.
6. Not refundable
- A second or later purchase, or a renewal, outside the periods above.
- The unused part of a Cloud subscription period after moving down or cancelling (section 4).
- The difference paid to move from an Internal licence to a SaaS / OEM licence, once the replacement licence has been issued. The move is one-way within a licence year; see section 5.4 of the terms.
- Licences or subscriptions bought under a separate written agreement, where that agreement says otherwise.
- Fees for services (custom work, training) once the work has begun.
- Purchases made through a reseller, which are subject to the reseller’s policy.
7. Chargebacks
Please ask us before asking your bank. A chargeback raised without contacting us first will be contested. A Cloud workspace whose payment is reversed moves to the Free plan straight away — nothing in the workspace is deleted. An SDK licence whose payment is reversed will be suspended while the chargeback is resolved.
8. How to ask
Email support@broadpaper.com from the address on your account, with the order reference and, for BroadPaper Cloud, your business name. We reply within two business days and confirm the refund when it is issued.