Refund Policy
What happens to your money when you cancel, when something did not work, or when you change your mind. Payments are taken and refunded by Paddle, our merchant of record, so a refund goes back the way it came.
“Polyntor”, “we” and “us” mean the service at app.polyntor.com. “You” means the person or business with an account.
Changing your mind
Within 14 days of a payment, and only if you have not used it: a plan or a scan pack from which no scan has been run is refunded in full on request, no questions asked. Write to support@polyntor.com from the account's email address; the refund is issued within a few working days and the plan or pack is removed.
Once a scan has run, the purchase is used and is not refunded. The service is delivered the moment a report is produced — the first scan already shows everything the plan checks — so there is no partial use to give money back for.
If you are a consumer in the EU, the UK or another place with a statutory right of withdrawal, that right applies as the law sets it out: by running a scan you ask us to start the service straight away, which is how that law treats a digital service that has begun.
Cancelling a subscription
Cancel any time from Settings → Subscription. Cancelling stops the next renewal; the period you have paid for runs to its end and you keep using the plan until then. The remainder of a period is not refunded pro rata — a month or a year that has started is yours, whether or not you use it.
A yearly plan is a discount for paying up front. An unused part of a year is not refunded; if you expect to stop within the year, the monthly plan is the safer choice.
Scans that could not run
A scan is charged when it starts. If it could not do its work — the store did not answer, the feed could not be fetched or read, our side failed — the scan is returned to your allowance automatically, without asking. A scan that ran and produced a report is spent, whatever the report says: the service is the check, not a particular result.
Billing mistakes
A charge you did not expect — a duplicate, a renewal after you cancelled, a wrong amount — is refunded in full once we have confirmed it, and we would rather hear about it than have you dispute it with your bank. Send the date and the amount to support@polyntor.com.
What is not refunded
- A plan or pack from which any scan has run, including automatic re-scans you switched on and feed scans of a file you uploaded.
- The unused remainder of a period after a cancellation.
- An account closed by us for breaking the Terms of Service.
How refunds are paid
Polyntor sells through Paddle, who is the merchant of record: Paddle takes the payment, issues the invoice and pays the refund back to the card or account that was charged. A refund usually shows within 5 to 10 working days, depending on your bank. You can also ask Paddle directly at paddle.net, quoting the order number from your receipt.
Contact
Questions about this document go to support@polyntor.com.