Refund policy

Last updated: July 1, 2026

Who you're buying from

Purchases are processed by our reseller and Merchant of Record, Paddle.com, who appears on your statement and issues your invoice. Refund requests can be made to us at support@porthatch.app or directly through Paddle — either way we handle them together under this policy.

Subscriptions (Placet, Veneer, Cordon, Sluice Pro)

You can cancel a subscription anytime from your account settings — the Paddle customer portal handles the change. Cancellation stops the next renewal; you keep access until the end of the period you already paid for. We don't pro-rate or refund partial months for a plain cancellation.

If you were charged after cancelling, charged in error, or the service was down for more than 4 consecutive hours in a billing period (see Terms of Service §5), email us and we'll refund the affected charge in full.

Sluice pay-as-you-go credits

Sluice runs on prepaid credits (Standard and Deep). Two things to know:

• Inconclusive rows are refunded automatically. When the cascade can't reach a verdict — greylisting, a vendor outage, a transient DNS error — the row is tagged recheck and its credit returns to your balance. You only pay for rows we could actually grade. This happens with no action from you.
• Unused credits. If you bought a credit pack and haven't used it, email us within 14 days of purchase for a full refund of the unused balance. Credits already spent on completed verifications are non-refundable, because the work (and our per-verification vendor cost) has already happened.

Something went wrong?

If a product didn't do what its pricing page promised, that's on us. Email support@porthatch.app with your order details and we'll make it right, including a refund where the service genuinely failed on our side.

Chargebacks

Please contact us before opening a chargeback — it's almost always faster for both of us to resolve directly, and we're happy to refund genuine issues.