Port0 Refund Policy
At Port Zero Ltd. (“Port0”, “we”, “our”, “us”), we aim to be clear and fair about billing. This Refund
Policy explains when refunds may be issued for purchases made directly with us or through our
Merchant of Record, Paddle.
This Refund Policy forms part of, and is governed by, our Terms of Service:
https://port0.io/legal/term-of-service
1) Scope
This policy covers fees for Port0 subscriptions and paid services purchased via our website or
through Paddle. It does not cover any third-party products or services not sold by Port0.
2) General Principles
Subscriptions are billed in advance and renew automatically unless cancelled as described in the
Terms of Service.
Refunds are granted only as set out below or where required by applicable law.
We may ask for reasonable information to verify your request (e.g., invoice number, billing email).
3) Eligibility for Refunds
You may be eligible for a refund if one of the following applies:
A. Initial Purchase (Cooling-Off): You request a refund within 14 days of the first purchase date and
the product has not been materially used (e.g., no active deployment, no sustained processing of
Customer Data).
B. Technical Issues: A verified technical issue prevents you from accessing or using Port0, and our
support team is unable to resolve it within a reasonable time after you report it.
C. Duplicate or Erroneous Charge: You were billed twice for the same subscription or charged the
wrong amount due to a billing error.
Not Eligible: Partial periods already used; renewal periods when the cancellation occurred after the
renewal charge; one-time setup, onboarding, or customization fees; promotional, beta, trial, or
discounted plans (unless required by law).
Note: If mandatory law in your jurisdiction grants additional rights (e.g., EU/UK consumer
withdrawal rights), we will honor those rights as required.
4) How to Request a Refund
If your payment was processed by Paddle (our Merchant of Record):
1. Submit your request via Paddle’s customer support portal: https://paddle.net/
2. Or email Port0 Support at support@port0.io with: billing email address; invoice/receipt ID; date
and amount charged; reason for the request. We will coordinate with Paddle to verify and process
your request.

5) Processing & Timeline

Approved refunds are issued to the original payment method.

Depending on your bank or card issuer, it can take 5–10 business days for the credit to appear.

If a refund cannot be processed to the original method (e.g., expired card), we will provide available
alternatives as permitted by Paddle and applicable law.

6) Subscription Cancellations

You can cancel anytime from your account or by contacting Support. Cancellation stops future
renewals. Cancellation on its own does not entitle you to a refund unless you meet the eligibility
criteria above.

7) Chargebacks

If you initiate a chargeback, your account may be suspended while the dispute is investigated.
Please contact us first so we can help resolve any issues quickly.

8) Taxes, Currency & Fees

Taxes (e.g., VAT/GST) are handled by Paddle in accordance with applicable law and are generally
non-refundable unless required by the relevant tax authority.

Refunds are issued in the same currency as the original charge; exchange rate differences and
bank fees are outside our control.

9) Enterprise & Custom Agreements

If you have a separate written agreement with Port0, the refund and cancellation terms in that
agreement will control to the extent of any conflict with this policy.

10) Contact

Port Zero Ltd. | Support: support@port0.io | Website: https://port0.io

We use Paddle as our Merchant of Record. Paddle provides billing, invoicing, and tax handling for
Port0 purchases.