Refund Policy

Last updated: 26 September 2026

This Refund Policy explains how refunds are handled for Cue Congress products and subscriptions. It applies to purchases made through our official checkout.

Payments & Merchant of Record

Payments for Cue Congress products are processed securely by Paddle.com, which acts as the Merchant of Record. Paddle manages payment processing, tax/VAT handling, invoicing, and (where applicable) refund processing.

EU / EEA Consumer Right of Withdrawal (14 Days)

If you are an EU/EEA consumer, you may have a legal right to withdraw from a distance purchase within 14 days of the purchase date, without giving any reason.

Important (digital content / software): Where access to the Software is delivered digitally, your right of withdrawal may be lost once performance has begun (for example, after you download, install, or activate the Software), if you have expressly requested immediate performance and acknowledged that you will lose your right of withdrawal once performance begins. If such consent/acknowledgement is collected at checkout, Paddle’s records will be used to assess eligibility.

Refund Eligibility (General)

We aim to be fair. Unless a mandatory law provides otherwise, refund requests are generally eligible when:

• The request is submitted within 14 days of the original purchase date; and
• The purchase was not made fraudulently or in abuse of this policy; and
• The product/subscription has not been materially misused (e.g., license sharing or bypass attempts).

License Type Clarification

All Cue Congress products are currently sold as subscription licenses — time-limited access to the software, billed yearly or, where offered, monthly (for example CuePulse and EventSpin), and renewing automatically unless cancelled before the next renewal. Many desktop products offer a free trial (currently 7 days), so you can check that the software works on your system before you buy.

• Cancellation: You can cancel renewal at any time. Cancellation stops future renewals; it does not automatically create a refund for the current paid term.
• Renewals: If you believe a renewal charge was made in error (for example, duplicate charge), contact Paddle promptly.
• Refunds during a term: Unless required by applicable law, partial/pro‑rata refunds are not guaranteed. We may offer them at our discretion depending on the circumstances.

How to Request a Refund

Refunds are handled by Paddle. To request a refund:

1. Use the refund/self-serve link in your Paddle receipt email; or
2. Contact Paddle Support directly and provide your order/transaction details.

If you need product support (before requesting a refund), contact us at info@cuecongress.com.

Non-Refundable / Denied Cases

• Requests submitted after the applicable time limit (e.g., outside 14 days), unless mandatory law requires otherwise
• Refund abuse (repeated refund requests, chargeback abuse, or fraudulent activity)
• License misuse, sharing beyond the purchased terms, or attempts to bypass licensing
• Failure to meet clearly stated system requirements when those requirements were disclosed before purchase

Chargebacks

If you believe a charge is incorrect, please contact Paddle first. Unnecessary chargebacks may delay resolution and may result in suspension of access while the payment dispute is investigated.

Contact

Billing/refunds: Paddle Support (via your receipt or Paddle support channels).
Product support: info@cuecongress.com