Refund Policy

If PuppyPal Pro isn't right for you, you can request a full refund within 14 days of your payment date.

This applies to your first purchase and to each renewal payment. You do not need a special reason — changing your mind is enough.

Refunds are issued by our payment provider Paddle, who is the Merchant of Record for all PuppyPal orders. PuppyPal is operated by PuppyPal Ltd, trading as PuppyPal.

The fastest route is Paddle's buyer portal, where you can find your order and request a refund using the email address you used at checkout:

You can also email us and we will help you get it sorted:

It helps if you include:

• The email address associated with your PuppyPal account.
• The approximate payment date.
• The amount charged.
• Anything you would like us to know about why.

Never send your password or full payment card details by email.

Cancelling stops future payments. A refund returns money you have already paid. You can do either, or both.

• Cancel any time from the Subscription screen in PuppyPal, or through paddle.net.
• After cancelling, Pro access continues until the end of the period you have already paid for.
• Your subscription will not renew, and you will not be charged again.
• Once Pro ends, your account returns to the PuppyPal free plan and your data stays intact.
• If you also want money back for the most recent payment, request a refund within 14 days.

Nothing in this Refund Policy limits or excludes any rights you have under applicable consumer law.

If you are a UK or EU consumer, you have a legal right to change your mind about a digital purchase within 14 days. Our refund guarantee is designed to match that period, so you are never worse off.

Where you ask for immediate access to PuppyPal Pro, your statutory cancellation right for digital content may be affected once the service starts — but our own 14-day refund window still applies.

Get in touch — inside or outside the 14-day window — if you were:

• Charged more than once for the same period.
• Charged the wrong amount.
• Charged after cancelling.
• Charged for a purchase you made by accident.
• Unable to use PuppyPal Pro because of a technical problem on our side.

We will review it with Paddle and arrange a refund or correction where a payment was taken in error.

After the 14-day window we consider requests case by case, and we look at them fairly. Billing errors, double charges and payments taken after a cancellation are always put right.

For yearly subscriptions, cancelling stops the next renewal; a partial refund for unused time after the 14-day window is at our discretion, and this does not affect your statutory rights.

PuppyPal Pro access given free of charge through promotions or testing programmes has no payment to refund.

Any later paid subscription is covered by this policy in the normal way.

We give you reasonable notice before a change to recurring subscription pricing affects you, and you can cancel before it takes effect.

Price changes apply to future renewals only and never retrospectively change a period you have already paid for.

Approved refunds are returned by Paddle to your original payment method.

Processing times depend on your bank or card issuer, and typically take a few working days to appear.

PuppyPal Ltd, trading as PuppyPal

This Refund Policy should be read alongside the PuppyPal Terms of Service and Privacy Notice.