This policy explains when a payment for an Autovena subscription can be refunded and how to ask for one. It forms part of our Terms of Service.
1. What this policy covers
This policy applies to subscription payments for Autovena, our cloud service for auto repair shops. Subscriptions are sold on our website only. The Autovena mobile applications contain no in-app purchase, so nothing is ever bought through the App Store or Google Play, and no store refund process applies.
2. Try before you pay
Every account starts with a 30-day free trial. We do not ask for a payment card to begin it, and it does not turn into a paid subscription by itself. You decide whether to subscribe once you have used the product with your own vehicles, customers and stock.
We mention this first because it is the honest answer to most refund requests: the trial exists so that nobody has to buy Autovena to find out whether it fits their shop.
3. 14 days after your first payment
If you subscribe and then decide Autovena is not right for you, you may request a full refund of your first payment within 14 days of the date that payment was taken. You do not need to give a reason.
This applies to both the monthly and the annual plan, and it applies once — to the first payment on an account.
When a refund is issued, the subscription ends. You keep access until the end of the day the refund is processed, so please export anything you need before then.
4. Renewals
Payments that renew an existing subscription — the second month, the second year, and every one after that — are not refunded, because by then the service has been in use for a full billing period.
You can cancel at any time from Settings → Subscription inside the application. Cancelling stops the next payment; your subscription keeps running until the end of the period you have already paid for. Cancel before the renewal date and there is nothing to refund.
If a renewal caught you by surprise — you had stopped using Autovena and did not notice the charge — write to us anyway. We would rather look at it than have you dispute it with your bank.
5. How to request a refund
Email [email protected] from the address on the account, or use the contact form on our contact page. Tell us the business name on the account and roughly when you paid; we will find the rest.
We aim to answer within two business days. You can also request a refund directly from Paddle, our payment provider, using the link in the receipt they emailed you.
6. How the money is returned
Approved refunds go back to the original payment method. Paddle processes them, and how quickly the money appears depends on your bank or card issuer — usually within 5 to 10 business days.
We refund the amount you were charged. Where taxes were collected, they are refunded with it.
7. Who you are buying from
Our payments are handled by Paddle, which acts as the merchant of record for Autovena subscriptions. This means Paddle is the seller on the transaction, issues the receipt or invoice, and is responsible for collecting and remitting any applicable sales tax or VAT.
"Paddle" may therefore appear on your card or bank statement rather than "Autovena". Paddle's own buyer terms apply alongside this policy, and Paddle may approve a refund at its discretion even where this policy would not require one.
8. Exceptions
We may decline a refund where an account has been used in breach of our Terms of Service — for example where it was suspended for abuse, or where repeated trials and refunds have been used to avoid paying for the service.
Custom work, migration assistance or anything covered by a separate written agreement is governed by that agreement rather than this page.
9. Your statutory rights
Autovena is sold to businesses for use in their trade or profession. Where consumer protection law nevertheless gives you a right to cancel or a right to a refund, this policy does not limit it — those rights apply in addition to what is written here.
10. Changes
If this policy changes, we will update this page and the "last updated" date above. The policy in force on the date of your payment is the one that applies to it.
11. Contact
Questions about a payment or a refund? Write to [email protected]. A person reads it.