Overview

This Refund Policy explains when a refund may be issued for a Tag Fire subscription, how to request one, and how refund processing works. It forms part of our Terms of Service, which take precedence in the event of any conflict.

Who processes payments

Tag Fire subscriptions are sold and processed by Paddle, which acts as the merchant of record. Paddle handles checkout, taxes, invoicing, and the actual refund payments. When we approve a refund, Paddle credits the original payment method on our instruction. Paddle's own customer support cannot override this policy on our behalf.

How billing works

Paid plans (currently Pro Monthly and Agency Monthly, plus any plans we add in future) are billed in advance and renew automatically at the end of each billing period, at the price shown at checkout. The applicable currency, tax, and renewal date are shown on the Paddle checkout before you confirm the purchase, and again on each invoice. You can review and download your invoices from your Tag Fire account page.

Cancellation

You can cancel at any time from your Tag Fire account, or by emailing hello@tagfire.app. Cancelling stops future renewals but does not, by itself, trigger a refund for the current period. Your paid features remain available until the end of the billing period you have already paid for.

All sales are final

Tag Fire offers a free plan so that you can evaluate the product before upgrading, and the Paddle checkout shows the price and renewal date before you confirm. Because of this, paid charges are final and non-refundable. In particular, we do not refund partial or unused portions of a billing period after cancellation, we do not refund renewals because the upcoming period was used less than expected or because a feature did not meet a subjective expectation, and we do not refund renewals because the customer forgot to cancel before the renewal date. It is the customer's responsibility to cancel before the renewal date if they do not want to be billed for the next period.

Limited exceptions

Even though all sales are final, we will issue a refund in a few specific situations.

The first is a confirmed billing error caused by us or by Paddle, such as a double charge, a charge processed after a successful cancellation, a charge at the wrong plan or wrong price, or a charge to the wrong customer. Please tell us as soon as you spot it.

The second is an extended outage of the Service that is caused by us, that prevents you from using paid features you have already paid for, and that we are not able to resolve within a reasonable time. Brief incidents and partial degradations are not covered.

The third is any case where a refund is required by applicable consumer protection law in your jurisdiction. The "Right of withdrawal" section below describes how this applies to consumers in the EU and the UK.

To request a refund under any of these exceptions, email hello@tagfire.app with the subject "Refund request" and include the email address on your account and the date of the charge. We aim to acknowledge requests within five business days. Approved refunds are issued by Paddle to the original payment method and typically appear within five to ten business days, depending on your bank.

Right of withdrawal (EU and UK consumers)

If you are an individual consumer in the European Union or the United Kingdom and not a business, you have a statutory right to withdraw from a contract for digital services within 14 days of purchase, without giving a reason. By upgrading to a paid plan and immediately using the paid features, you expressly request that we begin supplying the Service during this 14-day period, and you acknowledge that once the Service has been fully supplied the right of withdrawal is lost. If you have not used the paid features after subscribing, you can still exercise your right of withdrawal within 14 days by emailing hello@tagfire.app, and we will issue a full refund through Paddle.

Nothing in this policy limits statutory rights you may have as a consumer in your country of residence that cannot be waived by contract.

Free trials and free plans

Free plans and any promotional free-trial periods are not refundable, because nothing has been charged. When a paid subscription begins automatically at the end of a free trial, the no-refund terms above apply from that first charge.

Chargebacks

If you think a charge is wrong, please contact us at hello@tagfire.app before disputing it with your bank or card issuer. We can almost always resolve genuine issues faster than the chargeback process, and disputing a charge that you actually authorised may result in your Tag Fire account being suspended pending the outcome.

Workspace and agency billing

Where a workspace owner pays for the subscription on behalf of other members, only the workspace owner (the billing contact on the Paddle invoice) can request a refund. Other members of a workspace cannot request refunds for charges they did not make.

Updates to this policy

We may update this Refund Policy from time to time. Where a change is material, we will announce it before it takes effect, and any change applies only to charges processed on or after the effective date.

Contact

For refund requests and questions about this policy, email hello@tagfire.app.