Refund Policy

1. General Refund Policy

We offer a digital service that provides enterprise data flow visualization, database lineage analysis, and SQL dependency visualization. As such, all purchases are generally considered final once access has been granted.

However, if you experience technical issues that prevent you from using the Service, or if you are dissatisfied with your purchase, please contact us through our Contact page within 14 days of your subscription date. We will review your case and issue a refund at our sole discretion if the service has not been used excessively and the issue cannot be resolved through technical support.

2. Refund Request Process

All refund requests must include:

• Your account email address
• Reason for the refund request
• Subscription plan and purchase date
• Description of any technical issues encountered (if applicable)

We do not guarantee refunds but aim to ensure customer satisfaction. Refund decisions are made on a case-by-case basis and are at our sole discretion.

3. Freemium Plan

The Freemium plan is free and does not require payment. No refunds apply to the Freemium plan as no payment is made.

4. Paid Subscription Plans

4.1 Subscription Cancellation

You can cancel your subscription at any time through your account Settings page. Upon cancellation:

• Your subscription will remain active until the end of the current billing period
• You will continue to have access to paid features until the subscription expires
• No further charges will be made after the current billing period ends
• Cancellation does not automatically entitle you to a refund for the current billing period

4.2 Refund Eligibility

Refunds may be considered in the following circumstances:

• Technical issues that prevent you from using the Service and cannot be resolved by our support team
• Billing errors or unauthorized charges
• Service unavailability for extended periods (more than 48 hours) that significantly impact your ability to use the Service
• Request made within 14 days of initial subscription purchase and minimal usage of the Service

Refunds are generally NOT available for:

• Change of mind after using the Service
• Failure to understand the Service's capabilities or limitations
• Excessive usage of the Service before requesting a refund
• Cancellation after the subscription period has ended

5. Consumer Right to Cancel (Paddle)

If you purchased via Paddle and are a consumer, you have the right to cancel your order and return the product within 14 days from the day after your transaction is completed, without giving any reason. To exercise this right, please contact Paddle directly using their Contact Us form before the 14-day period expires. Paddle will acknowledge receipt of your cancellation request without delay.

Please note: For subscription services, this right to cancel applies only to the initial subscription and not to automatic renewals.

You may also use the model cancellation form provided by Paddle or make any other clear, unambiguous statement through their available communication channels.

6. Third-Party Payment Processors

If you subscribed via a third-party platform (e.g., Paddle, Stripe), their refund policies may also apply. We are not responsible for the operation and security of third-party payment systems used for payment of our services.

All financial transactions are made directly with payment providers, and you must comply with their terms and conditions. Refund processing times may vary depending on the payment processor used.

7. Refund Processing

If your refund request is approved:

• Refunds will be processed to the original payment method used for the purchase
• Processing time may take 5-10 business days depending on your payment provider
• Your subscription will be cancelled immediately upon refund approval
• You will lose access to paid features immediately upon refund processing

8. Contact Us

If you have any questions about this Refund Policy or wish to request a refund, please contact us through our Contact page or email us at support@graphenza.com.

Last updated: January 5, 2026