Refund Policy

Summary

• Card payments (Paddle): full refund if you ask within 14 days of the payment — for the first payment and for each renewal.
• Crypto payments (NOWPayments): final and not refundable. Duplicate payments and overpayments become extra time on your plan instead.
• Free plan and trial: nothing is charged, so there is nothing to refund.

Card payments

Card payments are processed by Paddle.com, our Merchant of Record, which issues the refunds.

• 14-day refund. If you're not happy, ask for a refund within 14 days of a payment and you'll get the full amount of that payment back, no questions asked. This applies to the first payment and to each monthly renewal.
• How to ask. Email [email protected] from the Discord account the plan belongs to, or with your Discord username and the order ID from your Billing page, or reply to your Paddle receipt / use paddle.net to contact Paddle directly.
• What happens next. The refund goes back to the original payment method, usually within 5–10 business days depending on your bank. When a payment is fully refunded, the paid period it bought ends and your account — with every server connected to it — moves to Free (or back to the period you paid for before). Nothing in your servers is deleted.
• After 14 days. Payments older than 14 days aren't refunded, but you can cancel any time: there are no further charges and the plan stays active until the end of the period you paid for.
• Our mistakes. If you were charged twice for the same period, charged after cancelling, or charged because of an error on our side, we refund it whenever you tell us, even after 14 days.

Crypto payments

Crypto payments are processed by NOWPayments and sent directly on a blockchain. Blockchain transactions can't be reversed, and sending funds back costs network fees and depends on exchange rates. For these reasons, payments in cryptocurrency are final and non-refundable. At checkout you confirm that you want access to start as soon as the payment is confirmed and that you understand crypto payments aren't refunded.

We still make sure you never lose what you paid for:

• Duplicate payment or overpayment. A second payment for an invoice that was already paid automatically adds the next period of the same plan to your account. In other cases (for example, a crypto payment while a card subscription is running) email us and we'll add the paid time to your account as credit.
• Underpayment. If less than the invoice amount arrives, the plan isn't activated. Email us with the order ID: you can pay the difference, or we'll add the time the amount covers as credit.
• Wrong network or address. Funds sent on a network other than the one you selected, or to an address other than the invoice address, may be lost. Contact us — we'll help with NOWPayments where recovery is possible, but we can't guarantee it.
• Our fault. If you paid but the plan wasn't activated because of an error on our side, we activate it or add the equivalent time as soon as you tell us.

Plans bought for a single server

Plans used to be bought for one Discord server. Those plans are moved to the account of the person who bought them, with the time already paid for, and keep working on their server until then. If this move leaves you with two paid plans on one account, nothing is lost: both keep working on their servers until we settle it with you — a refund of the unused time or credit on your account. Email us, or we'll contact you.

If we stop the Service

If we discontinue Guildvane or remove a core feature of your paid plan, we'll give at least 30 days' notice where possible. Card subscriptions are cancelled so you aren't charged again, and for paid time you can no longer use we offer a proportional refund (card) or, for crypto, a proportional refund in USDT to a wallet address you provide, less network fees.

Chargebacks

Please contact us before opening a chargeback — we can usually solve the problem faster. If a payment is charged back, the period it paid for ends, as with a refund.

Contact

Refund requests and questions: [email protected]. We reply within 3 business days.