Billing, cancelling and refunds

How to cancel, how renewals work, and how refunds work. Payments are handled by Paddle.com, our reseller and merchant of record.

Cancel your subscription

Open Manage subscription in your receipt email from Paddle, or find your order at paddle.net, and cancel. Cancelling stops the next payment, and your licence keeps working until the end of what you paid for.

Where the law requires it, Paddle emails you before a yearly renewal.

Changing computers

Solo is activated on up to 5 computers you connect from. To move it, open TideDesk on the old computer, then Settings, Licence, Deactivate this computer, and activate it on the new one. You can also free a place from your licences, without the old computer. Setting up your 5 places is free. After that, each activation on another computer, including one you freed earlier, is a move, at most once every 7 days; freeing a place is never limited. The freed computer stops using the licence at its next check, about weekly. A computer that hasn't checked in for 45 days frees its place by itself.

Switching to yearly

On a monthly plan, open Settings, Licence, Switch to yearly…, then Confirm the switch. Same licence, same computers.

Nothing is charged at the switch. The yearly price, €99 plus VAT (€79 plus VAT while founder places last), is charged at the end of your current month, or at the end of the next one if this month ends in less than 14 days. Cancel before then and it is never charged.

Switch within 45 days of buying and you get the months you've paid plus 14 more, for the price of 12; the extra months are added once the yearly payment goes through. Switch later and you get a normal year. The yearly payment is a later payment, so it isn't refunded.

Refunds

Ask within 14 days of your first payment and you get all of it back, no questions asked. Write to support@tidedesk.app, or ask at paddle.net.

Refunds are paid back by Paddle, the way you paid, under Paddle's refund policy.

Once a refund is approved, the subscription is cancelled at once and the licence stops working on every computer it was active on. TideDesk itself stays free for personal, non-commercial use.

Renewals

Renewals are not refunded: on a monthly plan, every payment from the second month on, and on a yearly plan, every renewal. Cancel before the renewal date if you no longer need TideDesk. Where the law itself gives a right to withdraw from a renewal (in the UK, for yearly renewals), that right applies.

Your rights as a consumer

Everything on this page comes on top of the rights the law gives you, including the right of withdrawal from online purchases in the European Union and the UK. It never reduces them.

Lost your licence key?

Open your licences page: type the address you paid with, and we email you a link that signs you in. The page shows your key. We never send licence keys by email.

Questions

Write to support@tidedesk.app. We answer by email, Monday to Friday (CET).