Payments for Snow Contractor are processed by Paddle, our reseller and merchant of record. When we approve a refund, it is issued through Paddle to the payment method you used. Paddle's terms for buyers, shown at checkout, also apply to your purchase. This policy applies to paid subscriptions, add-ons and one-time AI token packs, and works together with our Terms of Service.
Refunds and cancellation are separate
- Cancelling stops future renewals. It does not refund any payment you have already made.
- A refund returns money for a payment. It does not cancel your subscription, so unless you also cancel, the subscription renews at the next billing date and you are charged again.
- Paid features follow your subscription. They continue until the subscription ends, whether or not a payment was refunded.
How to stop a subscription from renewing
- Sign in and open Billing.
- Under Manage subscription, choose Cancel at period end. You can also open Payment method & invoices to manage the subscription with Paddle.
- Do this before the renewal date shown on the Billing page. You keep your paid features until the end of the period you have already paid for, and you can choose Keep my subscription before then to undo it.
If you cannot sign in, email info@snow-contractor.com and we will cancel it for you. Your account, company data and team members are not deleted when a subscription ends; the workspace returns to the free Individual plan.
Subscriptions and add-ons
- First payment: you can request a full refund within 14 days of the first payment for a subscription (monthly or annual).
- Renewals: you can request a full refund of a renewal charge within 7 days of that charge.
- Plan changes: a prorated charge from upgrading or adding an add-on or seats can be refunded within 7 days of that charge.
- Duplicate or mistaken charges: we will refund a charge made in error at any time.
Outside these windows, subscription charges are not refundable, except where the law or Paddle's buyer terms give you a right to a refund.
AI token packs
A one-time AI token pack can be refunded within 14 days of purchase for the tokens you have not used.
- What "unused" means: tokens from that pack that no AI request has consumed. Your Usage page shows your purchased token balance. Tokens are consumed when an AI request completes, and the monthly tokens included in your plan are used before purchased packs, oldest pack first. Tokens already consumed count as used.
- What you get back: the share of the pack's price that matches its unused tokens. For example, if 400,000 of a pack's 500,000 tokens are unused, the refund is 80% of the price. Used tokens are not refundable.
- Effect on your balance: the refunded tokens are removed from your balance. Other packs and your plan's monthly allowance are not affected.
How to request a refund
Email info@snow-contractor.com from the address on your account. Include your company name and the date and amount of the charge. If you also want to stop the subscription from renewing and have not cancelled it yourself, say so and we will cancel it. We aim to reply within 3 business days. Approved refunds are returned to your original payment method, including the tax charged on the refunded amount, and usually appear within 5 to 10 business days depending on your bank.
Other
- Complimentary access granted by us is free of charge, so there is nothing to refund.
- If you are unhappy with a charge, please contact us before disputing it with your bank so we can fix it quickly.
- Nothing in this policy limits your statutory rights under applicable consumer law, or any rights you have under Paddle's buyer terms. Where those give you more than this policy, they apply.