Refund Policy

1. 14-day money-back guarantee

We offer a 14-day money-back guarantee on new Shinra Metrics subscriptions. If you are not satisfied with the service, you may request a full refund within 14 days of your first successful payment, for any reason.

This contractual money-back guarantee applies independently of, and in addition to, any statutory withdrawal rights you may have as a consumer. If a statutory withdrawal right has expired or has been lost because of a valid early-performance acknowledgment, the money-back guarantee may still apply during its own 14-day period unless we state otherwise at checkout or in a separate written agreement.

3. Paddle as Merchant of Record

Paddle.com Market Limited (and its affiliates, depending on your location) acts as the Merchant of Record and authorized reseller for all Shinra Metrics purchases. Your contract of sale is concluded with Paddle; Ciberdime GmbH supplies the Shinra Metrics service under the Paddle agreement with you. Paddle evaluates and processes refunds in line with its own Buyer Terms and Refund Policy, including applicable mandatory consumer-protection laws.

If there is any uncertainty about whether a statutory withdrawal or refund request must be handled by Paddle or Ciberdime GmbH, contact us at hello@shinra-metrics.com and we will coordinate the request with Paddle without restricting your mandatory consumer rights.

4. How to request a refund

You can request a refund in any of the following ways:

• Email us at hello@shinra-metrics.com with your account email and the invoice number or billing period you want refunded. We will acknowledge receipt within 2 business days and forward approved requests to Paddle for processing.
• Use Paddle’s self-service buyer portal at paddle.net — there you can view your invoices, cancel subscriptions and submit refund requests directly, using the email address you purchased with.
• Follow the refund link in any Paddle receipt email — every Paddle receipt contains a built-in support link that takes you to the same buyer portal.

Paddle also operates a general buyer help center at paddle.net covering common questions (“Why has Paddle charged me?”, “Cancel a subscription”, “Request a refund”, etc.).

5. Refund method & timing

Approved refunds are issued by Paddle to the original payment method used for the purchase. For valid statutory withdrawals, refunds must be made within the statutory deadline where required by law. For other approved refunds, Paddle generally processes the refund after approval; the exact time for the funds to appear on your statement depends on Paddle, your card issuer or your bank.

6. After the refund window — cancellation vs. withdrawal

Cancellation and withdrawal are two separate rights:

• Cancellation stops future renewals of your subscription. You keep access until the end of the current paid period; no refund of the current period is due.
• Withdrawal is the statutory 14-day right for consumers described in section 2. It applies to the initial contract only and may be lost only where the legally required early-start request and acknowledgment have been obtained.

You can cancel at any time via your dashboard or through the public cancellation form.

7. Annual commitments

If you buy an annual plan or another fixed commitment, cancellation stops the next renewal but does not automatically refund the current paid period. Refunds remain available where required by law, where Paddle’s buyer terms apply, or where we separately agree to a refund.

8. Billing errors & duplicate charges

If you believe you have been charged in error, please contact us at hello@shinra-metrics.com as soon as possible, ideally within 90 days of the disputed charge, so we can investigate quickly with Paddle. Genuine billing errors are refunded in full via Paddle, regardless of the 14-day guarantee. Statutory limitation periods and mandatory consumer rights remain unaffected.

9. Termination for breach

If we terminate or suspend your account for breach of our Terms of Service (for example, abusive use, platform scraping, or fraud), no refund of any unused portion of the current period is due to the extent permitted by law. Mandatory consumer rights, Paddle’s buyer terms, and any refund required by law remain unaffected. We may also consider a proportional refund in exceptional hardship cases where appropriate.

10. Contact