Refund and Cancellation Policy

Product: Sum ("we", "us", or "our")

Merchant of Record: Paddle.com Market Limited

1. Overview and Merchant of Record

Sum provides software-as-a-service (SaaS) and associated human-assisted support services. Our order process, billing, and payment fulfillment are conducted by our Merchant of Record, Paddle.com Market Limited ("Paddle").

When you purchase a subscription or service plan from Sum, Paddle is the legal seller of record and handles customer billing, invoicing, and sales tax compliance globally. Consequently, all transaction refunds, order cancellations, and payment inquiries are processed in accordance with Paddle’s policies and applicable consumer protection laws.

2. Standard Refund Window

In alignment with standard digital product terms and local regulations:

• Initial Purchase Refund Window: You may request a full refund within 14 calendar days of your initial subscription purchase or first charge, provided you meet the eligibility criteria outlined below.
• Immediate Digital Content Access: By subscribing to Sum and accessing our digital platform or API, you acknowledge and agree that digital service delivery begins immediately upon payment confirmation. Where permitted by law, active use or substantial consumption of digital resources may waive or limit statutory unconditional withdrawal rights.

3. Statutory Regional Protections

Because Paddle is our global seller of record, statutory refund and cooling-off periods granted by local consumer protection laws are fully respected:

4. Eligible Refund Circumstances

Outside of statutory requirements, refunds or billing adjustments are evaluated on a case-by-case basis and are typically approved under the following circumstances:

• Technical Defects or Non-Delivery: The platform or support service experienced a major technical failure, unresolvable system error, or failure of delivery that our support team could not resolve within a reasonable timeframe.
• Duplicate Charges & Billing Errors: System errors resulting in multiple accidental charges for a single subscription tier.
• Unauthorized Transactions: Unapproved or fraudulent payment activity reported promptly to Paddle or Sum.

5. Ineligibility for Refunds

Refunds are generally not issued under the following conditions:

• Requests made after the expiration of the applicable 14-day or local statutory window.
• Recurring renewal charges where cancellation was not requested prior to the renewal date.
• Accounts where custom high-touch human support, onboarding, or custom setup sessions have already been scheduled or fulfilled.
• Accounts terminated due to violations of our Terms of Service.

6. Subscription Cancellations

You may cancel your Sum subscription at any time through your account billing portal or by contacting our support team.

• Future Billing: Canceling a subscription prevents future recurring charges.
• Access Extension: Upon cancellation, your account and human support access will remain active until the end of your current paid billing period. Cancellations do not retroactively trigger a refund for unused days within the current billing cycle.

7. How to Request a Refund

You can initiate a refund or billing inquiry through either of the following methods:

• Direct via Paddle Buyer Portal: Visit paddle.net or respond directly to your purchase confirmation email issued by Paddle. Paddle's dedicated support team handles billing disputes directly.
• Via Sum Support: Contact us at support@sum.app with your transaction receipt number, account email, and reason for the request. We will coordinate with Paddle to review your account details.