Refund Policy

We want you to be sure CoachPilot is right for your coaching business, which is why every paid plan starts with a free trial and comes with a 14-day money-back guarantee. This Refund Policy is part of our Terms of Service.

1. Who handles payments

Our order process is conducted by our online reseller, Paddle.com. Paddle.com is the Merchant of Record for all our orders, so your charges, invoices and receipts come from Paddle, and Paddle issues any refund. You can ask us or Paddle for a refund; either way, we work with Paddle to process it.

2. Free trial

Paid plans start with a free trial (currently 14 days). You are not charged during the trial. If you cancel before the trial ends, you will never be charged, so there is nothing to refund.

3. 14-day money-back guarantee

If CoachPilot isn't right for you, ask for a refund within 14 days of your first paid charge for a subscription, usually the first charge after your free trial ends, and we will refund that charge in full. You don't need to give a reason.

The guarantee also covers any upgrade charge made within the same 14 days.

The guarantee applies once per coach. If you have already received a money-back refund, a later subscription is not covered by it again.

When we refund your first charge, your subscription is cancelled and your account moves to the Free plan. Your data stays in your account (see section 6).

4. Renewals

After the first 14 days, monthly renewal charges are not refundable, including for months you did not use the Service. You can cancel at any time, and cancelling stops all future charges. You keep your paid plan until the end of the billing period you already paid for.

To avoid a renewal charge, cancel before your renewal date from your account settings or through the subscription management link Paddle emails you.

5. When we always refund

Whatever the timing, we will refund:

• duplicate charges, if you were charged twice for the same period;
• billing errors, such as being charged the wrong amount or for the wrong plan;
• charges after cancellation, if you cancelled before your renewal date and were still charged; and
• termination without cause, the unused part of any prepaid period if we close your account without you having broken our Terms.

If we have a long outage that stops you from using the Service, contact us, and we will look at a credit or refund fairly.

6. Plan changes and downgrades

When you change plans, Paddle prorates the difference right away. Upgrades are charged for the rest of the current billing period. Downgrades give you a credit that is applied to your future charges, not a cash refund. If you downgrade or move to the Free plan, your data is kept, and Clients above your new plan's limit become read-only until you upgrade or archive Clients.

7. Promotions, free months and migration

Free months, credits and discounts from promotions, such as founding coach pricing or a contract buyout, have no cash value and are not refundable. Our done-for-you migration is a free service, so there is no charge to refund. If you get a money-back refund, any promotional pricing tied to that subscription ends.

8. Your legal rights

Nothing in this policy limits rights you have under the law where you live. If you are a consumer in the EU, the UK or another country with a statutory right of withdrawal, you can withdraw from a purchase within 14 days of it, and our 14-day money-back guarantee meets that right. Paddle's Buyer Terms also apply to your purchase.

9. How to ask for a refund

Email [email protected] from the address on your CoachPilot account, with the email you used at checkout and, if you have it, the Paddle order number from your receipt. You can also contact Paddle directly at paddle.net.

We reply within 2 business days. Approved refunds go back to your original payment method, including any tax you paid. Depending on your bank, the money usually shows up within 5 to 10 business days.

10. Chargebacks

If you think a charge is wrong, please contact us before disputing it with your bank. We can usually sort it out faster. If you file a chargeback, we may suspend your account until it is resolved.

11. Contact us

Synaptix Software Solutions LLC (CoachPilot)
Bel Air, Maryland, USA
[email protected]