Refund Policy

Last updated: 17 September 2026

This policy covers self-hosted Ricochet licenses and Ricochet Cloud services supplied by RICOCHET, LLC and sold through Paddle.

Payment and billing

Self-hosted licenses are sold as monthly or annual subscriptions, billed in advance. Unless you cancel before your renewal date, your license subscription automatically renews for successive periods of the same length.

Ricochet Cloud is metered hourly and billed monthly in arrears for the capacity you select. Reserved capacity is billable even while workloads are idle. Increases apply immediately and decreases apply at the next hour boundary, with a minimum billing period of one hour. Usage within an offered free trial is not charged. See Cloud pricing and the Terms and Conditions for details.

Refunds

Self-hosted licenses and Ricochet Cloud services are sold by Paddle.com, our Merchant of Record. Refunds are handled by Paddle and are subject to Paddle’s buyer terms. We do not issue payments directly. To request a refund or report an incorrect charge, email [email protected] with your account email and invoice or transaction reference, or contact Paddle through your purchase receipt or Paddle support. Do not include your full payment-card details.

Nothing in this policy affects any statutory rights you may have.

Cancellation

Self-hosted licenses

You may cancel your subscription at any time. Cancellation takes effect at the end of the current subscription term, and you remain responsible for fees already due for that term. Early cancellation does not by itself entitle you to a partial refund, without limiting Paddle’s policies or your statutory rights.

Ricochet Cloud

An organization owner or admin can open Billing → Manage billing in the Cloud portal to manage the subscription through Paddle. Contact [email protected] if you need help cancelling or your organization pays by invoice. Check the effective date in the cancellation confirmation. Until cancellation takes effect, selected capacity remains billable. You can reduce reserved capacity in the portal to reduce subsequent hourly charges. Deleting an individual app or signing out does not cancel the organization’s reserved capacity.

Cancellation does not erase charges already incurred, and a final invoice may follow for usage before cancellation took effect. Hourly capacity already supplied is not automatically refunded because you cancel. You can still request a refund or dispute an incorrect charge through the process above.

When cancellation takes effect, workloads stop and retained instance data becomes eligible for deletion after the service’s retention period. Export content you need before cancelling, or contact us for help and retention details.