Refund Policy

FileDrop subscriptions are sold and processed by Paddle, our Merchant of Record. Paddle is the seller of record for every paid plan, which means Paddle handles the transaction, issues your invoice, collects and remits VAT or sales tax, and processes any approved refund. Your card or bank statement will show Paddle rather than FileDrop.

This policy explains when we ask Paddle to refund a charge. It does not limit any statutory rights you may have under the consumer laws that apply to you.

Trials are free and do not require a payment method. If you choose a paid plan during a trial, the plan is queued and the first charge happens when the trial ends. You can cancel the queued plan before that date and you will not be charged.

Prices are set in US dollars. At checkout, Paddle may convert the base price and charge you in your local currency; the amount, currency, and applicable taxes shown at checkout are the authoritative amount for your order. Paid plans renew automatically at the interval you selected, monthly or yearly, until you cancel, and renewals are charged in the subscription currency. Paddle charges the payment method on file at the start of each billing period. Prices shown in the app reflect the USD base price configured in Paddle.

If a renewal payment fails, the subscription becomes past due and the organization switches to read-only until the outstanding balance is paid. Files remain viewable and downloadable, but uploads, new share links, and emails are paused.

Paddle uses the currency and exchange rate available at the time of payment. If your bank or card issuer applies its own conversion or foreign-transaction fee, that amount is set by them and is not charged by FileDrop or Paddle.

Refunds are issued by Paddle in the currency of the original transaction. If your bank converts the refund into a different currency, the amount you receive may differ from the original charge because of exchange-rate movements between the purchase and the refund. We and Paddle are not responsible for those differences.

You can cancel at any time by contacting us at [email protected], or by using the subscription management link in your Paddle receipt. Cancel at least 24 hours before your renewal date to avoid the next charge.

Cancelling stops future renewals. Access continues until the end of the billing period you have already paid for. We do not issue partial refunds for unused time in a billing period.

We will ask Paddle to refund a charge in full when:

• The charge was a duplicate or the result of a billing error.
• The charge was not authorised by the organization's administrator.
• The paid plan was materially unavailable for seven or more consecutive days because of a fault on our side, we could not fix it, and you request a refund for the affected period. In that case the refund is pro-rated to the affected days.
• You are a consumer in the EU, UK, or EEA, you are within the 14-day withdrawal window, and you have not started using the paid service. Checkout asks you to consent to immediate access, so the statutory withdrawal right may no longer apply once the service has begun.

Outside those cases, refunds are at our discretion. We may also approve a refund where the law requires it.

We do not refund:

• A change of mind after a billing period has started.
• Unused quotas, storage, or features within a billing period.
• Partial months or years after a cancellation.
• A renewal charge you forgot to cancel before the renewal date, except where the law requires otherwise.
• Fees paid directly to your own storage provider. Those are billed by that provider, not by FileDrop or Paddle.

Email [email protected] with your organization name, the Paddle invoice or transaction ID from your receipt, and a short explanation. We aim to respond within two business days.

If we approve the request, Paddle issues the refund to the original payment method. Paddle typically processes approved refunds within a few business days, and your bank may take a further 5–10 business days to show the credit. Paddle will send you a confirmation when the refund is issued.

A refund ends the subscription it relates to. The organization becomes read-only immediately: files stay viewable and downloadable, but uploads, new share links and emails pause until a plan is active again.

A refund never touches your files. They live in your own bucket, they remain yours, and you keep direct access to them through your storage provider regardless of your FileDrop subscription. Reactivating a plan restores access to the same files.

If you believe a charge is wrong, contact us first so we can fix it. Filing a chargeback starts a formal dispute with Paddle, and access to the organization may be suspended while the dispute is open. We will work with Paddle to resolve valid disputes, but we cannot control Paddle's timeline or decision.

We may update this policy from time to time. The date at the top of this page shows the latest revision. Changes apply to charges made after the update is published. The policy that applied when you paid remains the policy for that charge.