Legal
Refund Policy
Last updated: July 28, 2026
1. Scope of this policy
This Refund Policy applies to paid Fidelitzand subscriptions purchased by businesses. It does not cover the loyalty rewards a business offers to its own customers: those conditions are set by each participating business.
2. 21-day free trial
Every new subscription includes a 21-day free trial at no charge. This is the recommended way to evaluate the service: if you cancel before the trial ends, you are not charged and there is nothing to refund.
3. Who processes your payments
Our payment provider and merchant of record is Paddle.com Market Limited. Paddle issues invoices and executes refunds on our behalf. Any approved refund is processed by Paddle and appears on your statement as Paddle or Paddle.net.
4. 14-day money-back guarantee
If the service is not right for you, you can request a full refund of your first subscription payment within 14 calendar days of that charge, with no need to justify the reason. This guarantee applies once per business and only to the first payment after the free trial.
5. Statutory right of withdrawal
If you purchase as a consumer in the European Union, the EEA, Switzerland or the United Kingdom, you also have a 14-day right of withdrawal for digital products under applicable law. Nothing in this policy limits that right or any other statutory right you may have.
6. Renewals
Recurring renewals are non-refundable once charged, unless required by law or covered by section 9. If you do not wish to continue, cancel before your next renewal date. You can check your next billing date in your billing portal.
7. Cancellation
You can cancel your subscription at any time from the Fidelitzand dashboard or from the subscription management link included in your Paddle receipt. There is no lock-in and no penalty. Cancelling stops future charges and ends access to the service; on its own it does not trigger a refund of amounts already charged.
8. Prorated charges per venue
Pricing is calculated per active venue. When you add or remove a venue mid-cycle, the amount is prorated automatically: you are charged the proportional part for an added venue, or credited for a removed one. That credit is applied to future invoices and is not paid out in cash.
9. Service failures and incorrect charges
If the service suffers a prolonged outage attributable to us, or you notice a duplicate, incorrect or unauthorised charge, contact us. We will review the case and, where appropriate, issue the corresponding refund, even outside the windows set out in the sections above.
10. What is not refundable
We do not refund periods already used beyond the windows stated in this policy, subscriptions terminated for breach of the Terms of Service or fraudulent use, or amounts claimed through a chargeback opened without contacting us first.
11. How to request a refund
Email us at refunds@fidelitzand.com with the address you subscribed with, the transaction or invoice ID, and the reason for your request. You can also request a refund directly from Paddle using the "View receipt" or "Manage subscription" links in your purchase confirmation email. We respond to requests within 5 business days.
12. Refund timing and method
Approved refunds are returned to the payment method used for the original purchase. Paddle processes them within a maximum of 14 days of approval; depending on your bank or card issuer, the credit may take a further 5 to 10 business days to appear.
13. Changes to this policy
We may update this Refund Policy. The version that applies to your purchase is the one in force on the transaction date. The last updated date is always published at the top of this page.
14. Contact
For any question about this policy, an invoice or a refund, email us at refunds@fidelitzand.com.