Refund and Cancellation Policy

1. About this policy

Nurami Digital B.V. (“we”, “us”, “our”), a company registered in the Netherlands with its registered seat in Amstelveen, provides the Rankori platform (the “Services”) on a subscription basis.

Payments are processed by Paddle.com Market Ltd (“Paddle”), which acts as the authorised reseller and Merchant of Record for all purchases made through our website. This means your order and payment contract is with Paddle. Refunds are issued by Paddle, at Paddle's discretion, in accordance with Paddle's Buyer Terms and Refund Policy together with this policy.

This policy should be read alongside our Terms of Service and Privacy Policy.

2. Who this policy applies to

The Services are designed, priced, and sold for use by businesses and organisations. We rely on the information you provide at checkout — including your company name and any VAT or tax identification number — to determine how a purchase is treated.

Where you purchase in the course of a business, statutory consumer cancellation and withdrawal rights generally do not apply.

Nothing in this policy limits or excludes any right that cannot be excluded under applicable law. Where the law gives you a non-waivable withdrawal, cancellation, or refund right — including where you qualify as a consumer notwithstanding the business orientation of the Services — that right applies and prevails over this policy. Section 12 sets out how those rights are administered.

3. Order of precedence

Where terms conflict, the following order applies, for the matters each covers:

1. a signed Enterprise Order Form or Master Subscription Agreement between you and us;
2. our Terms of Service;
3. this policy; then
4. Paddle's Buyer Terms and Refund Policy, which govern the contract between you and Paddle as Merchant of Record.

This policy is the operative source for refund and cancellation terms. Where the Terms of Service address the same subject, they do so by reference to this policy.

4. Cancelling your subscription

You may cancel at any time by:

• using the cancellation option in your organisation's billing settings;
• using the “Manage subscription” link in your Paddle receipt email; or
• contacting us at contact@nuramidigital.com.

Cancellation stops future renewal payments. Unless we agree otherwise in writing, cancellation takes effect at the end of the period you have already paid for, and you keep access to the Services until that date.

Your record of cancellation. Paddle confirms cancellation by email, and your subscription status is shown in your organisation's billing settings. Keep the Paddle confirmation — it is your record. If your billing settings still show an active subscription after you cancel, contact us at contact@nuramidigital.com so we can investigate before the next renewal date.

It is your responsibility to keep your account email address and payment details up to date so that you receive billing notices and receipts.

5. Refunds — general rule

Except where required by applicable law, where Paddle exercises its discretion under Section 12, or where this policy expressly states otherwise, all payments for the Services are non-refundable and non-exchangeable. This includes:

• unused time remaining in a monthly or annual billing period;
• partial periods following a cancellation or a plan change;
• periods during which you chose not to use, or did not log in to, the Services;
• additional seats and one-off fees;
• professional services, onboarding, or training already delivered; and
• fees paid under a custom or enterprise agreement, which are governed by that agreement.

Add-On Packs are addressed separately in Section 14.

6. Monthly subscriptions and renewals

Monthly subscription fees are payable in advance for the month ahead and are non-refundable once charged, except as set out in Section 12. We do not prorate or refund unused days where you cancel part-way through a month.

Auto-renewal. Unless cancelled beforehand, monthly subscriptions renew automatically each month at the then-current rate and continue until cancelled. Renewal charges are collected by Paddle using your stored payment method, and Paddle issues a receipt for each renewal.

Reminders. We do not send an advance reminder before each monthly charge. Paddle issues a receipt for every payment, and your next renewal date is shown in your billing settings at all times. It is your responsibility to cancel before the renewal date if you do not wish to be charged for a further month.

Cancelling before renewal. To avoid being charged for the next month, cancel at any time before your renewal date via your billing settings or the “Manage subscription” link in your Paddle receipt. Cancellation takes effect at the end of the month you have already paid for, and you keep access until that date.

Monthly renewals are not refundable. If you did not intend to renew and were charged for a further month, we do not offer a refund of that charge. You may cancel to prevent further renewals, and you keep access for the month you have paid for. This does not affect:

• your statutory rights under Section 12;
• Paddle's own discretion to issue a refund; or
• your right to a full refund where the charge was a billing error under Section 10 — including a charge taken after a cancellation you did complete.

7. Annual subscriptions and renewals

Annual subscription fees are payable in advance for the full twelve-month term and are non-refundable after payment, except as set out in Section 12 or where we have agreed otherwise in writing.

Auto-renewal. Unless cancelled beforehand, annual subscriptions renew automatically at the end of each term for a further twelve months at the then-current rate. Renewal charges are collected by Paddle, which issues a receipt for each renewal.

Renewal reminders. Paddle sends billing notifications in advance of a renewal where required by applicable law or card scheme rules, and we may also send our own courtesy reminder before an annual renewal. Non-receipt of a courtesy reminder does not by itself invalidate a renewal charge where the auto-renewal terms were disclosed at purchase, unless the law provides otherwise.

Cancelling before renewal. To avoid being charged for the next annual term, cancel at any time before your renewal date. Cancellation takes effect at the end of the current term.

Renewal charged in error. If you believe an annual renewal was charged in error, contact us at contact@nuramidigital.com or Paddle at paddle.net promptly. Requests relating to unintended renewals are reviewed case by case and are more likely to be accommodated where the request is made shortly after the renewal date and the Services have not been materially used in the new term.

8. Changing your plan or billing cycle

Upgrades and downgrades take effect immediately. When you change plan, the new plan's features and allowances apply to your organisation straight away.

Where the change increases the total annualised cost of your subscription, Paddle charges the prorated difference at the time of the change.

Where the change reduces that cost, the change still takes effect immediately, but no refund or cash credit is issued for amounts already paid, and the lower rate applies from your next billing date. Because the change is immediate, reducing your plan mid-period means you lose access to the higher plan's allowances for the remainder of a period you have already paid for.

Switching between monthly and annual. You may change your billing cycle at any time, on its own or together with a plan change. The same rules above apply, measured by annualised cost. Switching from an annual to a monthly plan part-way through an annual term does not entitle you to a refund of the remaining term.

Seats. Your seat allowance is set by your plan tier. Additional seats beyond that allowance are purchased as an Add-On Pack — see Section 14 for how those packs are billed, cancelled, and refunded. There is no separate seat-reduction mechanism.

9. Failed payments

If a renewal payment fails, Paddle may attempt the charge again over a short period and will contact you to update your payment method. We may restrict or suspend access to the Services while payment remains outstanding, and may cancel the subscription if payment is not received. Restoring access after a failed payment does not extend your billing period or entitle you to a credit for the period during which access was restricted.

10. Billing errors and duplicate payments

If you are charged incorrectly — including duplicate charges, charges taken after a cancellation you completed, or charges at the wrong rate — contact us or Paddle. Verified billing errors are corrected and refunded in full, regardless of any other term of this policy.

Please raise a billing error within 120 days of the charge. We will still consider anything raised later where the law requires it or the circumstances warrant, but a prompt report is easier for both of us to verify.

11. Technical faults and material defects

If the Services are materially defective, or a persistent technical issue prevents you from accessing features described at the time of purchase, contact us at contact@nuramidigital.com so we can investigate and attempt to resolve the issue.

If we cannot provide a working solution or a reasonable workaround within a reasonable period, we may approve a full or partial refund, or provide a credit against future billing, depending on the circumstances. Where applicable consumer protection law requires a refund, Paddle will issue it in line with that law.

A “material defect” does not include minor faults that do not prevent use of core features, issues caused by your own systems, networks, or third-party services, or features identified as beta, preview, early access, or experimental (see Section 13).

12. Statutory rights, and how Paddle administers them

Because Paddle is the Merchant of Record, Paddle — not us — determines refund requests and applies the cancellation and withdrawal rights available to you in your country. Where more than one right could apply, the highest level of protection applies.

Withdrawal rights. If you qualify as a consumer, you may have a statutory right to withdraw from your purchase within a set period after the transaction. Paddle currently applies a 14-day withdrawal period for buyers in the EU/EEA, Switzerland, and the United Kingdom, and shorter periods in certain other countries. Where a subscription follows a free trial, Paddle applies a fresh withdrawal period when the trial converts to a paid subscription.

Discretionary refunds by Paddle. Independently of this policy, Paddle may issue a refund at its own discretion, including within 14 days of a transaction or of a subscription renewal, and including where it considers that a transaction may otherwise become a payment dispute. Paddle's decision is Paddle's to make.

Exercising these rights. Contact Paddle using the link in your receipt, the “Request refund” option in your Paddle billing page, or Paddle Buyer Support at paddle.net. You may also contact us at contact@nuramidigital.com and we will assist.

Nothing in this policy limits or excludes any right that cannot be limited or excluded under the law applying to you.

13. Free trials and beta features

We offer a 14-day free trial on the Essentials and Pro plans. A trial requires a valid payment method at signup. Unless you cancel before the trial ends, your subscription converts automatically to a paid subscription and your payment method is charged at the applicable plan price. We send a reminder before your trial ends. To avoid being charged, cancel before the trial period ends.

We may limit trial eligibility, including declining a further free trial to an organisation or email address that has already used one.

The first paid charge following a trial is subject to this policy and to the withdrawal rights described in Section 12.

Features identified as beta, preview, early access, or experimental are provided “as is”, may change or be withdrawn at any time, and do not give rise to any refund right.

14. Add-On Packs

Add-On Packs are sold in two purchase modes, shown for each pack at the point of purchase:

One-off packs are charged once, at the time of purchase, as a single Paddle transaction separate from your subscription. A one-off pack is not a recurring charge and does not renew; there is nothing to cancel. Its capacity lasts for the period stated at purchase (for example, a monthly allowance for the current billing period, or a lifetime allowance that does not expire).

Recurring packs are billed as a recurring charge alongside your subscription, on the same billing cycle. You may cancel a recurring Add-On Pack at any time; cancellation takes effect at the end of the billing period in which you cancel, and you keep the added capacity until then. Cancelling a recurring pack stops its future renewals; it does not refund the period already paid for.

Charges already billed for an Add-On Pack — whether one-off or recurring — are non-refundable, except where you request a refund within 14 days of purchase and none of the capacity added by that pack has been used, or where a refund is required by applicable law.

15. Promotional pricing and discounts

Where a purchase was made using a discount, coupon, or promotional price, any refund is calculated on the amount actually paid, not the list price. Promotional pricing does not apply to renewals unless expressly stated at the time of purchase.

16. Discretionary refunds

Beyond the circumstances set out above, we and Paddle may consider a refund request on its individual facts. A request of this kind is considered as a matter of goodwill: submitting one does not create an entitlement, and we may decline it.

Requests are most likely to be considered where they are made within 14 days of the transaction and the Services have not been materially used. Relevant factors include the nature of the purchase, the reason given, and the extent of use.

A refund granted at our discretion is granted voluntarily in the individual case and does not create an obligation to grant refunds in other cases.

17. How to request a refund

Contact us at contact@nuramidigital.com with:

• the email address used to purchase;
• your Paddle order or receipt number; and
• a description of the issue and the outcome you are seeking.

You may also contact Paddle directly using the link in your receipt, the “Request refund” option in your Paddle billing page, or Paddle Buyer Support at paddle.net.

18. Refund processing and currency

Where a refund is approved, Paddle processes it to the original payment method where possible, generally within 14 days of approval.

Refunds are processed in the currency of the original transaction. Neither we nor Paddle is responsible for differences in the amount you receive caused by exchange-rate movements or by fees charged by your bank or card issuer.

19. Effect of a refund

If a refund is issued:

• your right to use the Services, including the related subscription, seats, and Add-On Packs, ends on the date we or Paddle notify you, and access may be terminated at that point;
• you may request an export of your organisation's data within 30 days of that date, and we will provide it — see Section 20; and
• any amounts you separately owe us under a written agreement remain due.

20. Your data after cancellation or refund

Cancelling a subscription does not delete your data. Your organisation and its data remain available to you while the organisation exists, and you may request an export of your data at any time — contact us at contact@nuramidigital.com and we will provide it.

Your data is deleted when you delete the organisation, which an organisation owner can do at any time in settings. Where a free trial expires without converting to a paid subscription, we may remove the organisation and its data after a period of inactivity; we notify the organisation owner by email before doing so.

Deletion is permanent and is not reversible. Billing records are retained for as long as the law requires. Our Privacy Policy describes retention in full.

21. Chargebacks and payment disputes

If you believe a charge is incorrect, please contact us or Paddle before raising a chargeback or dispute with your bank or card issuer — most issues are resolved faster that way, and Section 10 refunds verified billing errors in full.

Where a chargeback or payment reversal is initiated, access to the Services may be suspended while the matter is reviewed. Where a chargeback is resolved in our or Paddle's favour, we may make reinstatement of the Services conditional on payment of the outstanding amount.

This does not affect your lawful rights to dispute a charge under card scheme rules or consumer protection law.

22. Fraud and abuse

We may decline a refund, decline future discretionary refunds, and suspend or terminate an account where there is evidence of fraud, of repeated or serial refund requests made in bad faith, of breach of our Terms of Service, or of other manipulative behaviour.

Before we act under this section we will tell you the reason and give you a reasonable opportunity to respond, unless doing so would prejudice the detection or prevention of fraud, or we are prevented from doing so by law.

23. Taxes

Applicable sales tax, VAT, or GST is calculated, collected, and remitted by Paddle as Merchant of Record. Where a refund is issued, any associated tax is refunded in accordance with Paddle's processes and applicable tax rules.

24. Changes to this policy

We may update this policy from time to time. Material changes are published on this page with an updated “last updated” date, and we give at least 14 days' notice by email or in-app notice before a material change takes effect, consistent with our Terms of Service.

The version in force when a payment is taken governs that payment, subject to mandatory applicable law. Previous versions are available on request.

25. Governing law

This policy is governed by the laws of the Netherlands, and any dispute arising out of it is resolved on the same basis as under our Terms of Service — including its arbitration and class action waiver provisions. This does not deprive you of the protection of mandatory provisions of the law of the country in which you are resident, and does not affect the separate contract between you and Paddle.

26. Contact

Nurami Digital B.V.
Amstelveen, Netherlands
contact@nuramidigital.com

For payment, billing, or refund enquiries relating to your Paddle order, you can also contact Paddle at paddle.net.