Refund Policy
This policy explains when you can get your money back for a DisplayWord subscription, and how to ask.
1. You get 60 days before you pay anything
Every paid edition comes with 60 days of full, unrestricted access, free of charge. Not a limited trial — the complete edition, every feature, for two months.
And there is nothing to sign up for:
- no payment card;
- no account, no registration — you install the Software and it works;
- no automatic charge at the end. When the 60 days are over, the Software simply continues as the free Church edition. Nothing is billed. Nobody has your card, because you never gave it.
We put this first because it changes what a refund policy is for. Most software asks you to pay and then argue about it afterwards. Here you have two months of real services — Sundays, rehearsals, a Christmas or an Easter if the timing falls that way — to find out whether DisplayWord works for your congregation. You pay only if, after two months, you decide it is worth it.
2. Cancelling a subscription
Once you do subscribe, you can cancel whenever you like. The subscription then runs to the end of the period you have already paid for and does not renew. No cancellation fee, no minimum term.
3. So when does a refund actually apply?
Because nobody pays before two months of full use, most of the usual reasons for a refund never arise. Three situations remain, and they are why this policy exists.
3.1 A renewal you did not intend
This is the common one, and it has nothing to do with whether the Software is good.
A subscription renews, the charge appears, and nobody in the congregation meant to continue — the person who set it up has moved on, or a decision not to renew was taken and never acted upon.
Tell us within 30 days of the charge and we will refund it in full and cancel the subscription, provided the paid edition has not been used since the renewal.
We do not think a forgotten cancellation is a reason to keep a year of somebody's money.
3.2 The Software stops working for you
If DisplayWord stops working on your systems and we cannot fix it within a reasonable time, you get a refund of the unused part of your subscription. That is not a favour; it is what you paid for and did not receive.
Please contact support first. Most problems are solvable, and we would rather have a working congregation than a returned payment.
3.3 Your statutory right of withdrawal
If you are a consumer in the European Union, the European Economic Area, the United Kingdom, Switzerland or Israel, the law gives you the right to withdraw from a distance purchase within 14 days without giving a reason. Some countries have shorter periods — for example 7 days in South Korea, Brazil, Canada and China, and 5 days in Singapore.
For digital content this right can, in principle, be lost once supply begins with your express consent. We do not rely on that exception. Within 14 days of any charge we will refund you on request, whatever the reason.
Where the law of your country gives you a stronger right than this policy, the law applies. Nothing here limits your statutory rights.
4. Annual subscriptions cancelled part-way
The default position is that an annual subscription runs to the end of the paid year and is not refunded pro rata. You had 60 days of full, free use to decide before committing anything.
But if circumstances have changed substantially — the congregation has closed, merged, or can no longer use the Software — write to us. We would rather talk about it than apply a rule mechanically.
5. Who processes the refund
Purchases are handled by our authorised reseller and merchant of record, who is the seller of record for your transaction. Refunds are issued by them, back to the payment method you used.
That reseller is Paddle.com Market Limited (company number 08172165, 30 Old Bailey, London EC4M 7AU, United Kingdom), or another company of the Paddle group depending on your location. Their buyer terms, including their own refund provisions, are published at paddle.com/legal/buyer-terms. Where their policy is more generous than this one, theirs applies.
You may write to either of us. [email protected] is usually simplest, and we will pass it on.
6. When we may decline
We may decline where:
- the same person or congregation has repeatedly subscribed and refunded;
- the licence key was shared publicly or resold, in breach of the licence terms;
- the request is made long after the periods above and none of the exceptions apply;
- the purchase was fraudulent.
If we decline, we will say why.
7. Chargebacks
If you believe a charge is wrong, please write to us before disputing it with your bank. A chargeback costs us a fee on top of the refunded amount and takes weeks; an email is usually settled the same day.
We will not treat a good-faith dispute as grounds to revoke your licence.
8. What happens to your licence after a refund
When a purchase is refunded, the licence key issued for it is revoked and the paid edition stops working. You may continue with the free Church edition.
Your own content — songbooks, service plans, settings — stays on your computer and remains yours. A refund does not touch it.
9. How to ask
Write to [email protected] with:
- the email address on your account;
- roughly when the charge was made;
- and, if you feel like saying, what went wrong.
The last part is optional and is not a condition. But if something in the Software let you down, we would genuinely like to know — that is more useful to us than the money.
We aim to reply within 3 working days and, where a refund is due, to have it processed within 14 days.
10. Changes to this policy
We may update this policy. The version in force is the one published at the time of your purchase.