Refund Policy

1. Free to explore, pay to launch

You can create a workspace, set up your team, and tour the full product in demo mode for free, with no card required. You’re only charged when you choose to launch your first live pulse and start a paid subscription. Paid plans are billed in US dollars, monthly or annually — your choice. This Refund Policy forms part of, and should be read with, our Terms of Service.

2. 60-day money-back guarantee

If you’re not satisfied, you can request a full refund of your first paid period within 60 days of your first payment — whether you chose monthly or annual billing. We’ll refund what you paid for that period, with no need to explain why.

What’s covered

• Your first paid billing period — the initial charge after you launch — on either a monthly or annual plan.
• Requests made within 60 days of that first payment.

What’s not covered

• Renewal periods after the first 60 days — these aren’t automatically refundable, but you can cancel anytime to stop future charges (see below).
• Unused time when you cancel mid-term — your plan stays active until the end of the period you’ve already paid for, and we don’t prorate or refund the remainder.
• Taxes already remitted to authorities, where they can’t be reclaimed.
• Accounts terminated for breach of the Terms of Service or abuse.

3. How to request a refund

Email hello@staffhero.com from your account email within the 60-day window and tell us you’d like a refund. We initiate eligible refunds within 1 business day of your request.

Payments are handled by our payment providers — Stripe (where we sell to you directly) and Paddle (acting as our Merchant of Record). Refunds are returned to your original payment method through whichever provider processed your payment; the time for funds to appear depends on your bank or card issuer.

If you think a charge is wrong, please email us first — we can almost always sort it out quickly, and usually faster than a card dispute.

4. Cancelling and future billing

You can cancel your subscription at any time from the billing portal — open it with the “Manage billing” button in your account’s billing settings — or by emailing hello@staffhero.com. The same portal is where you update your payment method or change plan.

Cancellation stops future renewals: monthly plans renew monthly and annual plans renew annually until you cancel. Unless you’re within the 60-day guarantee window, the current paid period runs until the end of its term and is not prorated.

5. Taxes

Prices are shown in US dollars. Any applicable VAT or sales tax is shown at checkout: where Paddle is the Merchant of Record, Paddle calculates and collects it based on your location; where you pay directly through Stripe, we add any tax we’re required to collect. Tax treatment of refunds follows the rules of the relevant jurisdiction.

6. Your statutory rights

Nothing in this policy limits any mandatory refund or cancellation rights you may have as a consumer under the law of your country; where those apply, they are in addition to the guarantee above.

7. Contact

Questions about billing or refunds: hello@staffhero.com.