Refund Policy

Effective date: July 20, 2026

This policy explains when purchases on Submitto — the service operated by Submitto Software Inc. (“Submitto”, “we”, “us”) — can be refunded, and exactly what a refund does inside the product. It is part of our Terms of Service. Purchases are processed by Paddle, our merchant of record — Paddle is the seller of the transaction, hosts the checkout, handles payment details (we never see card numbers), calculates and remits applicable sales taxes, and appears on your card statement. Refunds are issued through Paddle in accordance with Paddle’s Refund Policy, which forms part of your purchase terms. Questions or requests: hello@submitto.io.

What you buy

Everything on Submitto is a one-time purchase. There are no subscriptions and nothing recurring. You can buy:

• An Activation — unlocks file collection on a single Event, priced by tier at the pricing shown at checkout and on our pricing page.
• A seat top-up — moves an already-active Event to a larger tier; you pay only the difference between what you have already paid and the larger tier’s price.
• A feature add-on — an extra form beyond the one(s) included in your Activation, or the Multi-file-type add-on that lets each form collect up to three files.

The refund window: 14 days

You may request a refund within 14 days of your purchase. Ask us directly at hello@submitto.io (from the email address on your Submitto account, with the Event name and, if you have it, the order number from your Paddle receipt), or go straight to Paddle using the link in your Paddle receipt or at paddle.net. Requests are reviewed and refunds are issued in accordance with Paddle’s Refund Policy. Seat top-ups and feature add-ons follow the same 14-day window as Activations.

If a refund is approved, Paddle returns the money to your original payment method; how quickly it appears depends on Paddle and your bank or card issuer, not on us.

After 14 days — statutory rights aside — purchases are non-refundable. You can still write to us and we will review your situation in good faith.

A $0 purchase (a voucher or comped Event) involves no payment, so there is nothing to refund.

Your statutory rights

Nothing in this policy limits your mandatory consumer rights. Where the consumer-protection law of your country gives you withdrawal or cancellation rights, those rights apply as described in Paddle’s Refund Policy, and the highest applicable standard of protection prevails.

If you are a consumer in the EU or UK: consumers generally have a 14-day right to withdraw from online purchases. An Activation, seat top-up, or feature add-on is a digital service that begins immediately — what you bought takes effect the moment payment completes (for an Activation, the Event unlocks and can start collecting files). By purchasing, you expressly request that we begin supplying the service right away and acknowledge that once the service has been fully performed you lose the statutory right of withdrawal.

Faults or changes on our side

If a technical fault of ours — or our discontinuing the service or removing a capability material to an Event you paid for and had not finished collecting on (see our Terms of Service) — prevented you from using what you paid for, contact us first at hello@submitto.io. Where there is a material defect we will work with you on a fair resolution, including a refund in accordance with applicable consumer law and Paddle’s Refund Policy. This section does not apply to action we take to enforce our Terms of Service (its Sections 8, 9, and 15).

What a refund does in the app

Money movement happens on Paddle’s side; inside Submitto, a refund removes what the purchase granted:

• A refunded Activation re-locks the Event. As soon as the refund is processed on Paddle’s side and reaches our system (normally within moments), the Event stops collecting new files. Files already collected are not automatically deleted; dashboard access to them normally continues until the Event’s normal deletion timeline (30 days after archiving) removes them. Where a purchase is refunded or charged back, we may limit continued access to Content collected under it.
• A refunded seat top-up lowers the Event’s seat allowance back to what your remaining purchases cover. Seats count people who have submitted, and used seats are never given back — so if more people have already submitted than the lowered allowance covers, the Event simply stops accepting new Submitters. Files already collected are not automatically removed.
• A refunded feature add-on stops granting its feature. New forms or additional upload boxes beyond what your remaining purchases cover can no longer be created. Forms and upload boxes you already created are not automatically deleted, but features beyond what your remaining purchases cover may stop being provided.

Two limitations:

• We do not pro-rate. Refunds are normally issued for a whole purchase. Any refund on a purchase — including a partial refund of the amount — removes that purchase’s full grant in the app; there is no in-app way to keep part of what a purchase granted after it is refunded.
• One-time discounts are not restored. If a purchase that used a one-time first-purchase discount is refunded, the discount is not reusable on a future purchase.

Chargebacks

If something looks wrong on your statement, please contact us first — we can usually resolve it faster than a card dispute. Payment disputes and chargebacks are handled by Paddle as the merchant of record. Be aware that a chargeback has the same effect inside Submitto as a refund: the purchase’s grant is removed (for an Activation, the Event re-locks). If a chargeback is later reversed so that the payment stands, the purchase is not automatically restored in the app — contact us and we will restore it manually where appropriate.

Contact

Submitto Software Inc.
Email: hello@submitto.io