Refund Policy

SmartOps Copilot is a subscription-based software service billed through Paddle. By purchasing a subscription, you agree to pay the applicable fees for your selected plan and also accept Paddle's Terms of Service.

All subscription fees are billed in advance and are generally non-refundable, except as expressly stated in this policy or as required by applicable law.

We offer a 30-day free trial on the Starter plan. No credit card is required to start. You may cancel or simply let the trial expire at any time during the trial period and you will owe nothing.

When the trial period ends, if no payment method is on file, your AI features are paused automatically. Your campaigns, prospects, and all data are preserved — you can reactivate at any time by adding a payment method. If a payment method is on file, your subscription converts to the paid Starter plan and charges are subject to this refund policy. We will send a reminder email before your trial ends.

If you are a consumer located in the European Union or the United Kingdom, you have a statutory right to cancel your subscription within 14 days of your first paid charge (the "cooling-off period") and receive a full refund, provided you have not made substantial use of the Service during that period.

By using the Service during the 14-day period (e.g., sending outreach emails or generating AI drafts), you expressly request that we begin performance immediately and acknowledge that your right of withdrawal may be reduced proportionally to the service already provided.

To exercise this right, contact us at billing@parallaxhorizon.com within 14 days of your first payment with the subject line "Right of Withdrawal".

Monthly subscription fees are not refunded for partial months of service, unused features, or periods of inactivity. You may cancel your subscription at any time, and your plan will remain active until the end of the current billing period. No further charges will be made after cancellation.

When you upgrade to a higher plan, the change takes effect immediately and you are charged the prorated difference for the remainder of the current billing period. The portion of your previous plan already paid is credited proportionally — no refund is issued for the unused days on the lower plan.

When you downgrade to a lower plan, the change takes effect at the start of your next billing period. You retain access to your current plan's features until then and will not be charged more than your current plan rate for the remainder of that period. No partial refund is issued for the difference in plan price.

If a verified technical issue on our end materially prevents you from using the core features of SmartOps Copilot for a significant period, please contact our support team. We will investigate and, where the issue is confirmed to be caused by us, we may issue a prorated credit or partial refund at our discretion.

Planned maintenance, issues caused by third-party integrations (e.g., Google, Twilio, HubSpot), or issues resulting from misuse of the platform are not grounds for a refund.

We review refund requests outside the above criteria on a case-by-case basis. Factors we consider include length of subscription, usage level, reason for request, and whether you contacted us before the charge was made. We aim to be fair and reasonable.

To submit a request, email billing@parallaxhorizon.com with your account email, the date of charge, and a brief explanation.

You may cancel your subscription at any time from Settings → Billing within the dashboard, or by contacting billing@parallaxhorizon.com.

Cancellation stops future renewals. You retain access to paid features until the end of your current billing period. Cancellation does not automatically entitle you to a refund for the current or previous billing periods.

If you believe you have been charged without authorisation, contact us within 60 days of the charge date at billing@parallaxhorizon.com. We will investigate promptly and take appropriate action.

We ask that you contact us before initiating a chargeback with your card provider or bank, as we can often resolve billing issues faster directly. Initiating a chargeback for a charge you authorised constitutes a breach of these terms and may result in suspension or permanent termination of your account.

Approved refunds are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your bank or card issuer. Refunds are issued to the original payment method used at the time of purchase.

We may update this policy from time to time. Changes will be communicated via email or a notice in the platform at least 14 days before taking effect. The date at the top of this page reflects the most recent update.

For billing questions, refund requests, or subscription issues, contact us at billing@parallaxhorizon.com. We aim to respond within 2 business days.