Refund and cancellation policy

Self-serve Glaciq subscriptions are sold through Paddle. We use Paddle's standard Refund Policy, together with its Buyer Terms, and do not offer an additional Glaciq money-back guarantee.

Paddle generally treats purchases as non-refundable unless applicable law requires otherwise. It may consider discretionary requests made within 14 days of a transaction, but submitting a request does not guarantee approval. Statutory withdrawal and refund rights may differ by country and purchase type. Paddle's policy explains those rights and exceptions; nothing here limits them.

1. Open Paddle's buyer support site or the support link in your payment receipt.
2. Select the refund request option and provide the purchase email, transaction or receipt details, and the reason for your request.
3. Follow Paddle's instructions for the relevant purchase.

Contact us at info@glaciq.io first for a technical problem so we can investigate. Do not send your full card number or security code. Approved refunds are handled by Paddle; use its policy and confirmation for eligibility, timing and the effect on access.

In Glaciq, an administrator can open Setup → Billing → Cancel subscription and confirm the effective date. You can also use the subscription-management link in your Paddle receipt or contact Paddle's buyer support.

Cancellation ends your subscription at the end of the current billing period, preventing the next renewal. Access continues until that effective date. Cancelling does not itself request a refund or create a cash refund for an unused part of a period.

You can choose Keep subscription in Glaciq before a scheduled cancellation takes effect if you change your mind.

Your company's first subscription has a seven-day free trial. A payment method is required, but the subscription is not charged during that trial. Cancel before the trial ends to avoid the first charge.

If you do not cancel, the seats then held are billed automatically on the interval confirmed at checkout, plus applicable tax. Trial access is limited to one admin and up to one engineer. A company that has already subscribed does not receive another trial.

Outside the trial, adding seats incurs a proportional charge for the remaining billing period. Removing an unused seat creates an adjustment against future billing; it is not an automatic cash refund. Glaciq shows the charge or adjustment before you confirm a seat change.

Contact us if you believe a seat charge or subscription record is wrong. Billing and refund requests are distinct from asking to correct your service records.

When a subscription ends, engineers cannot access the portal and admins can reach the subscription screen to renew. Cancellation does not delete your company's records. Contact us about retained records or a separate deletion request, which may be subject to applicable retention duties.

For the service agreement and handling of personal data, read the Terms of service and Privacy policy.