Refund Policy

If you are not satisfied with a paid ExtHive plan, you may request a full refund within 14 days of the charge. This applies to first purchases and to upgrades.

No justification is required. We may ask what did not work, because it helps us fix things, but answering is optional and has no bearing on whether you get your money back.

The guarantee is per customer, not per transaction. If you have already been refunded for the same extension and then buy it again, we may decline a second discretionary refund — your statutory rights are unaffected.

Either route works:

1. Email billing@exthive.com from the address you purchased with, and include your order or receipt number if you have it to hand.
2. Use the billing portal link in your Paddle receipt and request the refund there.

We acknowledge requests within 1 business day and submit approved refunds to Paddle within 5 business days. Paddle returns the money to your original payment method; how quickly it appears is up to your bank, typically 5–10 business days.

Refunds are issued in the currency you paid in. Where your bank applied a currency conversion, exchange-rate movement between purchase and refund is outside our control and outside Paddle’s.

Subscriptions renew automatically. We email a reminder before every annual renewal, and every receipt contains a cancellation link.

If a renewal charges you when you meant to cancel, tell us within 14 days of the charge and we will refund it in full and cancel the plan. This is our standing practice, not a one-off exception.

Beyond 14 days we generally do not refund a renewal, but if you genuinely have not used the extension during the renewed term, write to us and we will look at it.

These are two different things:

• Cancelling stops future charges. Your plan stays fully active until the end of the period you have already paid for, then drops to the Free plan. You are not refunded for the remainder of that period.
• Refunding returns money already charged. Access to the paid features ends when the refund is issued.

Cancel at any time from the billing portal linked in your receipt. There is no retention flow, no phone call, and no requirement to email anyone.

Prompt Guard Pro includes a 14-day free trial that does not require a card. Nothing is charged when the trial ends — you simply return to the Free plan unless you choose to subscribe. Because no payment is taken, there is nothing to refund.

Consumers in the UK and the EU have a statutory right to withdraw from a distance contract within 14 days. For digital content supplied immediately, that right may lapse once supply begins with your express consent and acknowledgement.

We do not rely on that lapse. Our 14-day guarantee is offered voluntarily and gives you at least what the statutory right would, whether or not you have already used the software.

Consumers in Australia, and anywhere else with non-excludable consumer guarantees, retain those rights in full. Nothing on this page limits them.

We may decline a discretionary refund where the account has breached the Acceptable Use Policy, where a licence has been resold or shared in breach of the Terms of Use, or where a pattern of repeated purchase-and-refund suggests the guarantee is being used as a way to obtain the software for free.

Team plans invoiced annually against a signed order form are governed by that order form’s refund terms, which take precedence over this page.

Statutory rights are never affected by anything in this section.

If something is wrong with a charge, please email us first — a refund from us is far faster than a bank dispute. Raising a chargeback without contacting us may result in the associated licence being suspended while the dispute is investigated with Paddle.

Refunds and billing: billing@exthive.com
Everything else: support@exthive.com
Or use the contact page.