Refund Policy

You can request a full refund within 14 days of your original purchase or of any renewal charge. This applies to every paid plan: the Thesis plan (one-time payment) and the Researcher plan, billed monthly or annually. You do not need to give a reason.

Email us at support@istibana.app from the email address on your account and include your order number (shown on your Paddle receipt). You can also contact Paddle directly at paddle.net using the details on your receipt.

Approved refunds are paid by Paddle to your original payment method. Depending on your bank, they usually arrive within 5–10 business days.

Charges older than 14 days are not refundable, but you can cancel at any time from the Billing page. Cancelling stops future renewals: your plan stays active until the end of the period you have paid for, and your account then moves to the Free plan.

When a refund is issued, the related plan or subscription is cancelled and your account returns to the Free plan. Your surveys and collected responses are not deleted; features beyond the Free plan simply become unavailable.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

This policy does not limit any rights you have under the consumer protection law of the country where you live.

Questions about refunds? Reach us at support@istibana.app.