How refunds actually work
- Cancel any time from the app — access stays active until the end of the paid period; future renewals stop.
- Monthly plans are non-refundable after the period starts. We do not pro-rate refunds for unused days.
- If the service is unavailable for five or more consecutive days due to our fault, we issue a pro-rata credit or refund.
- Refunds are processed by Paddle.com Market Ltd, the merchant of record, back to the original payment method.
- Request a refund by emailing support@sbs.im with your billing email and Paddle transaction ID.
This Refund Policy applies to subscriptions to the SBS platform, operated by OPSoft Inc, a Wyoming corporation at 30 N Gould St, Ste R, Sheridan, WY 82801, United States. It supplements our Terms of Service and the Pricing and billing page; in case of conflict, the terms of the specific plan you signed up for prevail.
Scope and merchant of record
SBS subscriptions are sold through Paddle.com Market Ltd (and, in some jurisdictions, through Paddle's local affiliates), which acts as the merchant of record for the sale. This means Paddle is the party that takes payment, issues the invoice, collects any applicable VAT or sales tax, and processes refunds on behalf of OPSoft Inc. You will see a charge from Paddle.net or Paddle.com on your statement, referencing SBS. This policy describes the cases in which OPSoft Inc will instruct Paddle to issue a refund.
Free plan and trials
The Solo plan is free forever — no payment is taken, so no refund is needed. Paid plans include a regular free trial period at sign-up. Trials are explicitly free of charge: no card is required to start the trial, and you only enter payment details if you choose to continue on a paid plan. If you do not upgrade, the account is automatically downgraded to Solo or paused, and you are not charged.
Monthly subscriptions
Monthly plans (Professional, Business) are billed in advance for one full calendar month at a time. After the period starts, the monthly fee is non-refundable, including in the following cases: you decided not to use the service for some part of the period, you reduced the number of staff accounts mid-period, you cancelled the subscription mid-period.
You can cancel a monthly subscription at any time from the app («Settings» → «Subscription») or by writing to support@sbs.im. Cancellation stops the next automatic renewal; your access remains active until the end of the period you already paid for.
Service outage credits
If the SBS service is unavailable to you for five (5) or more consecutive days within a single billing period as a result of our fault (and not as a result of scheduled maintenance, third-party outages outside our control, or your action), you may request a pro-rata refund or service credit for the affected days.
Outages must be confirmed by our incident records. We do not issue credits for individual feature outages of less than five days, intermittent connectivity issues caused by third parties (Telegram, Apple, Google, payment networks, SMS operators, etc.), or for problems caused by configuration of your account by you or your staff.
How to request a refund
Email support@sbs.im from the billing email address associated with the account, and include:
- The Paddle transaction ID (visible in the receipt you received by email — typically begins with
txn_); - The reason for the refund request;
- If you are claiming an outage refund — the approximate dates and times when the service was unavailable.
We acknowledge refund requests within one business day and reply with a decision within five business days. If the request is approved, we instruct Paddle to issue the refund.
Processing and timing
Refunds are returned by Paddle to the original payment method used for the purchase. Processing time depends on your payment provider:
- Credit and debit cards — typically 5 to 10 business days to appear on the statement;
- Apple Pay / Google Pay — same as the underlying card;
- PayPal — typically within 1 to 3 business days;
- SEPA, iDEAL, Bancontact — typically 5 to 10 business days.
The refunded amount is the original charge, including any VAT or sales tax that Paddle collected. We cannot refund to a different account or method than the one used for the original purchase.
Chargebacks and disputes
If you have a billing question, please contact us before opening a chargeback with your bank — most issues can be resolved within one or two business days. Unauthorised chargebacks lead to the affected account being suspended pending resolution; once the dispute is closed in our favour, we may charge an administrative fee equivalent to the chargeback processing cost Paddle passes to us.
Statutory rights
Nothing in this Refund Policy limits or excludes any non-waivable consumer protection rights you may have under the laws of your country of residence — for example, the EU / EEA right of withdrawal for distance contracts where the customer is a consumer (which generally does not apply to B2B sales of business software), or comparable rights under UK, Australian, Canadian or US state consumer-protection statutes. Where such rights apply, they are honoured in addition to the rules above.