The short version
- 30 days, no questions. Ask for a refund within 30 days of any payment, whether it is your first or a renewal, and we refund the part of it you haven’t used.
- Nothing used, everything back. If you haven’t spent any credits from that payment, you get it all back.
- Failed work is refunded in credits, automatically.
- Charged twice, or by mistake? Full refund, at any time.
Changing your mind
This covers monthly and yearly plans and credit packs. It is longer than the 14-day withdrawal period that consumers in the EU and UK have by law, and it applies to everyone, wherever you live.
If you ask within 30 days of a payment:
- if you have not used any credits from that payment, we refund all of it;
- if you have used some, we refund the part you haven’t. For example, if a $25 Pro payment gave you 250 credits and you have spent 50 of them, we refund 200/250 of it, which is $20.
Credits that came back to you because something failed don’t count as used. After a refund, the credits from that payment are removed, and a yearly plan ends. We tell you what we’re refunding before we do it.
After 30 days we don’t refund a payment that has already given you its credits, but you can cancel at any time so it doesn’t renew.
When something fails
If a deck, image, voiceover or export fails to build, the credits for it go back into your account automatically. You don’t need to ask. If Cue makes something that isn’t what you wanted, mark it “this didn’t work” within a few minutes of it finishing and those credits come back too.
These are refunds in credits, not in money. If you think credits are missing, write to us and we will look at the log of what happened to your account.
Charged by mistake
If you were charged twice, charged an amount you weren’t shown, or charged after you had cancelled, tell us and you will get a full refund of that charge, whenever it happened. If we have made a mistake, we’d rather put it right than argue about it.
Cancelling
You can cancel in Cue whenever you like. Your plan runs until the end of the period you paid for, and after that nothing more is charged. Cancelling on its own doesn’t refund the current period; to get money back, ask within the 30 days above.
The Free plan costs nothing, so there is nothing to refund.
How to ask
Either way works, and you don’t need to explain why:
- Email hello@cueslides.com from the address on your account, and tell us which payment. We usually reply within two working days.
- Or ask Paddle, who is the merchant of record and sold Cue to you. Use the link in your receipt email, or go to paddle.net.
Refunds go back to the way you paid and usually arrive in 5 to 10 working days, depending on your bank. The amount you see on your statement can be slightly different because of exchange rates and tax, which Paddle refunds too.
Please talk to us before disputing a payment with your bank. It is quicker for you, and we nearly always say yes.
Paddle and your receipt
Paddle.com is our online reseller and merchant of record, and handles returns. Paddle’s Checkout Buyer Terms also apply to your purchase. See our terms of service for how plans and credits work.