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We want purchasing TrameWeaver to be straightforward. This Refund Policy explains when you can request a refund for TrameWeaver Pro or a paid TrameWeaver Cloud subscription.
TrameWeaver is operated from Australia by Gaëtan Selle trading as TrameWeaver (ABN 36 440 385 792).
Paid TrameWeaver transactions are processed by Paddle.com, our Merchant of Record.
Nothing in this policy limits any refund, cancellation, withdrawal, consumer-guarantee, or other rights you have under applicable law.
1.TrameWeaver Pro: 14-day money-back guarantee
If you purchase TrameWeaver Pro and decide it isn't right for you, you may request a full refund within 14 calendar days of the original purchase date.
You do not need to provide a particular reason.
This voluntary 14-day guarantee is in addition to any rights you may have under applicable consumer law.
A full refund of your Pro purchase will revoke the Pro licence associated with that purchase.
If the purchase included a period of TrameWeaver Cloud, that included Cloud access will also end when the Pro purchase is refunded.
You can continue to use TrameWeaver Free after the refund, subject to the Free features available at that time.
2.Cloud included with Pro
A new Pro purchase currently includes 12 months of TrameWeaver Cloud.
That included Cloud period is part of the Pro purchase and is not separately charged.
Because there is no separate payment for the included Cloud period, it does not have a separate refundable cash value.
If the underlying Pro purchase is refunded, the included Cloud entitlement is also revoked.
Refunding or ending included Cloud does not affect your ownership of project content. You remain responsible for keeping or exporting any local copies of work you wish to retain.
3.Paid Cloud subscriptions
Where separately paid TrameWeaver Cloud subscriptions are offered, you may request a full refund of a Cloud subscription charge within 14 calendar days of that charge.
This applies to:
- the first paid Cloud subscription charge; and
- subsequent renewal charges.
If a Cloud payment is refunded, the Cloud access associated with that payment may end when the refund is processed.
Refunding or cancelling Cloud does not revoke a separately purchased Pro licence.
4.Cancelling Cloud is different from requesting a refund
You may cancel a paid Cloud subscription at any time to prevent future renewal charges.
Unless a refund applies, cancellation normally takes effect at the end of the billing period you have already paid for, and you may continue using the paid Cloud service until then.
Cancelling a subscription does not automatically refund a payment that has already been made.
A refund request and a subscription cancellation are therefore separate actions.
5.Problems with the product or service
The 14-day periods above are voluntary money-back guarantees. They do not place a time limit on consumer rights that apply by law.
If TrameWeaver is faulty, materially different from what was described, not fit for a disclosed purpose, or otherwise fails to meet a consumer guarantee that applies to you, you may have rights to a refund or another remedy even after the voluntary refund period has ended.
Please contact us if something is not working as expected. Where reasonable, we may first try to diagnose or fix a technical problem, but doing so does not remove any rights you have under applicable law.
For Australian consumers, TrameWeaver products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
6.Duplicate charges and billing errors
If you believe you were charged twice for the same purchase, charged an incorrect amount, or billed because of an error, contact us or Paddle as soon as possible.
Confirmed duplicate or erroneous charges will be corrected or refunded as appropriate.
These situations are not limited by our voluntary 14-day change-of-mind periods where a refund or correction is otherwise required.
7.How to request a refund
Because Paddle is the Merchant of Record for TrameWeaver purchases, refunds are processed through Paddle.
You can request a refund using the support or transaction-management link in your Paddle purchase receipt, or through Paddle's buyer support service at paddle.net.
You can also contact us at:
Please include enough information for the transaction to be identified, such as the email address used for the purchase or the Paddle transaction or receipt reference.
Do not send us your full card number, card security code, banking password, or other sensitive payment credentials.
If you contact TrameWeaver directly and we approve a refund under this policy, the refund will still be processed through Paddle rather than being paid separately by TrameWeaver.
8.How refunds are paid
Approved refunds are normally returned through Paddle to the original payment method where possible.
The time it takes for the funds to appear after a refund is processed may depend on Paddle, your bank, card issuer, payment provider, and the payment method used.
Taxes charged as part of a transaction are handled by Paddle as Merchant of Record and will be treated as part of the applicable refund in accordance with Paddle's processes and applicable law.
9.Partial refunds
We normally provide either:
- a full refund of an eligible Pro purchase; or
- a full refund of the eligible Cloud charge being refunded.
We may provide a partial refund where appropriate, required by law, agreed with you, or necessary to correct a particular billing issue.
10.Refund abuse, fraud, and payment disputes
Our voluntary money-back guarantees are intended for genuine purchases.
We may decline a voluntary refund request where there is reasonable evidence of fraud, repeated refund abuse, manipulation of the refund process, or other misuse.
This does not limit any non-waivable rights you have under applicable law.
If you do not recognise a charge or believe a payment was unauthorised, contact Paddle, TrameWeaver, or your payment provider promptly.
We encourage you to contact Paddle or TrameWeaver before initiating a chargeback so that we have an opportunity to resolve the issue, but nothing in this policy restricts any lawful right you have to dispute a payment.
A chargeback, payment reversal, or full refund may result in the associated Pro or Cloud entitlement being suspended or revoked.
11.Your projects after a refund or cancellation
A refund does not transfer ownership of your writing or project content to TrameWeaver.
Your content remains yours.
However, losing Pro or Cloud access may affect which TrameWeaver features or Cloud-stored data you can access through the service.
Before requesting a refund, cancelling Cloud, deleting an account, or allowing Cloud access to expire, we recommend keeping local copies or exports of any projects you want to retain.
Our Privacy Policy explains how Cloud and account data are stored and deleted.
12.Consumer rights
This Refund Policy gives you contractual refund rights in addition to any rights provided by law.
Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot legally be excluded.
In Australia, consumer guarantees under the Australian Consumer Law apply automatically where applicable and cannot be removed by a business's refund policy.
Consumers in other countries may also have mandatory cancellation, withdrawal, refund, or consumer-protection rights.
Where applicable law gives you greater rights than this Refund Policy, those greater rights apply.
13.Changes to this policy
We may update this Refund Policy from time to time.
The date at the top of the page will show when it was last updated.
A later change to this policy will not remove refund or consumer rights that have already arisen in connection with an earlier transaction.
14.Contact
Questions about a TrameWeaver purchase or this Refund Policy can be sent to:
TrameWeaver
Gaëtan Selle trading as TrameWeaver
ABN 36 440 385 792
Australia