We would rather you were on the right plan than stuck on the wrong one. This policy sets out when a Portsyde payment can be refunded, how to ask, and how long the money takes to come back.
1.The short version
- Your first Plus annual purchase can be refunded in full within 14 days, for any reason.
- Monthly payments and renewals are not refundable, except where the law says otherwise.
- You can cancel at any time and keep the plan until the end of the period you paid for.
- Refunds go back to the card or method you paid with, usually within 5 to 10 business days.
2.First annual purchase
If this is your first Plus annual purchase on the account, you can ask for a full refund within 14 days of the date of purchase. You do not need to give a reason, and we will not ask you to justify one.
We will refund the full amount, including tax, and the account returns to the Free plan straight away. The 14-day window applies once per account: it covers the first annual purchase, not later ones.
3.Monthly payments and renewals
Monthly payments and automatic renewals are not refundable, and we do not refund part of a period you have already started. Where the law where you live requires a refund anyway, the law wins and we will honour it.
That said, we are not looking to keep money you did not mean to spend. If a renewal caught you out — you had stopped using Portsyde, or you meant to cancel and did not — write to us. We look at these case by case and we are reasonable about it.
4.Cancelling instead
Cancelling is not the same as a refund, and it is often what people actually want. You can cancel Plus at any time from your account. Your plan stays active until the end of the period you have already paid for, nothing more is charged, and the account moves to Free after that.
You can also delete the account entirely from the dashboard. That removes your account, your engine configuration and your billing profile, as described in the Privacy Policy. Deleting an account does not by itself trigger a refund, so if you want both, ask for the refund first.
5.How to ask for a refund
Email support@portsyde.com from the address your account is registered to. That is how we know the request is yours, so a message from another address will slow things down.
Tell us which payment you mean — the date and amount are plenty — and whether you would like the account closed as well. You do not need to explain yourself, though if something went wrong we would genuinely like to know.
We answer refund requests within a few business days. If we cannot refund a payment, we will tell you why, and point at the part of this policy we are relying on.
6.How the money comes back
Approved refunds are issued through Stripe to the original payment method. We cannot send a refund anywhere else — not to a different card, not to a bank transfer, not as account credit — because we never hold your payment details in the first place.
Once issued, the money typically appears within 5 to 10 business days. The exact timing is set by your bank or card issuer rather than by us. Refunds are made in the currency you were charged in; if your bank converted the payment, the amount you receive back can differ slightly because exchange rates move.
7.Taxes
Where tax was charged at checkout, a full refund includes that tax. A partial refund, if we make one, includes the proportionate share of it.
8.Your statutory rights
Nothing in this policy limits rights the law gives you. If you are a consumer in the EEA or the UK, you may have a statutory right to withdraw from a distance contract within 14 days, which sits alongside this policy rather than replacing it.
Where you asked us to start the service immediately and we did, a withdrawal may be reduced by the value of what you used before withdrawing. Where mandatory local consumer law gives you a better outcome than this policy, that law applies.
9.Chargebacks
If you think a charge is wrong, please come to us before your bank. We can usually settle it in a day, and a chargeback takes weeks and costs both of us fees.
While a chargeback is open we may suspend the account until it is resolved, because the payment behind it is in dispute. If you did not authorise a charge at all, tell us at once and tell your bank too.
10.Free plan and accounts we close
The Free plan costs nothing, so there is nothing to refund.
If we terminate a paid account for breach of the Acceptable Use Policy or the Terms of Service, refunds are not owed except where the law requires one. If we discontinue the service ourselves, we refund the unused part of any period you prepaid.
11.Changes to this policy
We may update this policy. The version that applies to a payment is the one published on the day you made it, so a change never removes a refund right you already had.
12.Contact
Refund requests and billing questions go to support@portsyde.com.