Refund policy

Subscriptions to Intact Apps (NDT Intact, Weld Intra, NDT Interval, NDT Insonify, NDT Infer, Intact QA, Intact Plant, Intact Valves, used through one account at intactapps.com) are sold by Paddle.com Market Ltd and its affiliates ("Paddle"), our merchant of record, under Paddle's own terms of purchase. Paddle takes the payment, issues the invoice and pays out refunds. This policy says when we ask Paddle to refund you. It is part of our terms of service.

1. Try before you pay

1.1 A new organisation starts on a free trial or on the Free plan, with no payment card required, for the period and plan shown when it is created. Use it to make sure the service suits your work before you buy; our help pages and [email protected] are there for your questions.

2. Your first payment

2.1 If the service does not suit you after all, write to us within fourteen days of your first payment for a paid plan and that payment is refunded in full. This applies once per organisation, to the first payment only.

3. Renewals, upgrades and downgrades

3.1 A subscription renews automatically for the period chosen until it is cancelled. You may cancel at any time in your billing settings; your plan then runs to the end of the period already paid for and the organisation moves to the Free plan. Renewals are not refunded, in whole or in part, including where you forgot to cancel or did not use the service.

3.2 An upgrade, an added application, seat, storage block or add-on, is charged for the rest of the current period at the time it is made, as Paddle's checkout shows. A downgrade takes effect at the next renewal and is not refunded for the current period.

3.3 We send owners a reminder before a trial ends. The renewal date and the way to cancel are shown in your billing settings at all times.

4. When we refund without being asked

4.1 Where we end the service in your region or as a whole, or end our agreement with you through no fault of yours, or where an event beyond our control stops the service for more than sixty days and you end the agreement, the unused part of the period you paid for is refunded.

4.2 Where you were charged in error (a second subscription for an organisation that already has one, a charge after a cancellation that we had confirmed), the amount charged in error is refunded.

5. When we do not refund

5.1 We do not refund where an organisation or account was suspended or closed for a breach of our terms; for a period in which the service was available but not used; for features that were not bought, or that are marked beta, preview or coming; for charges, fees or exchange-rate differences applied by your bank or card issuer; or for taxes that Paddle must still account for.

6. Your statutory rights

6.1 Where the law of your country gives you a right to withdraw from the purchase or to a refund that this policy does not, that right applies as well. Nothing here limits it.

7. How to ask

7.1 Write to [email protected] from the address of an owner of the organisation, with the organisation's name and the invoice number, or reply to your receipt from Paddle. Tell us the reason: it helps us improve the service, though you need not give one for a first-payment refund. We answer within five working days, and a refund we agree to is returned by Paddle to the payment method you used, usually within five to ten working days, depending on your bank.

7.2 If you dispute a charge with your card issuer instead of asking us, Paddle handles the dispute under its terms; a disputed charge may suspend the organisation's paid plan until it is resolved.

8. Contact

[name of the operator], [postal address]. Write to [email protected].

Last changed: 18 October 2026.