Refund policy

Cancel whenever you like. If SquidGrid is not what you needed, we would rather give the money back than keep a customer who is not getting value from it.

Last updated 29 August 2026

1. Who takes your payment

Payments are processed by Paddle, who act as the merchant of record for every SquidGrid subscription. That means Paddle, not SquidGrid, is the seller on the transaction: they handle billing, sales tax and payment compliance, and your card statement will show PADDLE.NET* SQUIDGRID.

We set the policy below. Paddle carries it out.

2. Cancel any time

There is no minimum term and no notice period. Cancel from your account or by emailing [email protected], and you will not be charged again.

Cancelling stops future billing; it does not cut you off mid-month. You keep full access until the end of the period you have already paid for, because you paid for it.

3. Thirty days on a first subscription

If you are within 30 days of your first payment and SquidGrid is not doing what you needed, ask and we will refund that payment in full. You do not have to justify the request, and asking does not require a fault on our side.

Thirty days rather than fourteen for a specific reason: this product measures change over time. A week is not long enough to know whether a baseline is trustworthy or whether we caught anything you did not already know about, and a refund window that expires before the product can prove itself is a window in name only.

4. Renewals

Renewal payments are not automatically refundable — by then the service has been running and reporting for a full period. Two exceptions, and we will apply them without argument:

• You did not mean to renew. If you tell us within 14 days of a renewal that you intended to cancel and simply had not, we will refund it and close the subscription. A subscription somebody forgot about is not revenue we want.
• We did not deliver. If our service was materially unavailable for a significant part of the period, tell us and we will refund or credit that period. We hold the measurements, so this is a question of fact rather than of opinion, and we will look them up rather than ask you to prove it.

5. Probes and set-up

SquidGrid is a software service. A probe is a container you run on your own machines — there is no equipment to return and no set-up fee to refund.

6. What is not refunded

We will not refund a period where the service ran as described and you simply did not use it. We will also decline a refund where an account has been used in breach of the acceptable use section of our terms of service.

7. Your statutory rights

Nothing here reduces rights you have by law. Consumers in the UK and EU have a statutory right to withdraw within 14 days of purchase, which applies separately to and alongside the policy above, and is administered by Paddle as merchant of record. Where the law gives you more than this policy does, the law wins.

8. How to ask

Email [email protected] with the address you subscribed under. You do not need an order number; we can find it. We answer refund requests within two business days, and we will tell you plainly if the answer is no and why.

You may also contact Paddle directly as the merchant of record, and they will process an approved refund back to the original payment method. Refunds typically appear within 5–10 business days depending on your bank.