Refund policy

You can get a full refund of the price you paid for any token pack within 30 days of the purchase date. It does not matter whether you have used the tokens, and you do not need to give a reason. We do not deduct fees, and the refund includes the tax charged on the purchase.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders, so Paddle processes all refunds.

The money goes back to the payment method you used for the purchase. Paddle issues the refund once it is approved; how long it takes to appear on your statement depends on your bank or card provider.

• Write to support@neccessory.com with the organization name and the order or transaction number from the Paddle receipt, or
• request the refund from Paddle directly, using the link in the Paddle receipt email or at paddle.net, where you can look up your order.

A refund request within 30 days of purchase is always approved.

When a purchase is refunded, the tokens credited for it are removed from your organization's balance. If some of them have already been spent, the balance goes below zero, and new cloud measurements pause until the balance is topped up again. The refund itself is not reduced.

If you buy as a consumer in the EU, EEA or UK, you have a statutory right to withdraw from the purchase within 14 days. The 30-day refund in this policy is in addition to that right and does not limit it or any other right you have under consumer law.

After 30 days a purchase is final, except where the law gives you a right to a refund or these documents say otherwise. If you believe you were charged twice, charged in error or charged without your permission, contact us or Paddle at any time.

A cloud measurement that fails, is stopped or times out does not spend tokens, and a metric set that could not be computed is not charged. Test keys and on-device measurements do not spend tokens. There is nothing to refund for these.

The tokens a new organization receives as a welcome grant are not purchased. They have no cash value and cannot be refunded or transferred.

Thirty days after you request deletion of your organization, any remaining balance is forfeited together with its data. This does not affect your right to a refund of a token pack bought within the last 30 days: you can request it before or after the deletion.

Neccessory LLC. For questions about a payment or a refund, write to support@neccessory.com.