Refund policy

Who refunds

We are Tivali, trading as Kafka.id, and we run GoTerm. Paddle.com sells GoTerm’s plans as our reseller, so Paddle takes payments and pays refunds, to the card or account you paid with. We decide on each request, and Paddle carries it out.

This policy is part of our terms of service.

Try it first

Personal and Teams come with a 14-day free trial, with no card, and the demo shows a workspace for an hour. Both are free, so you can be sure before you pay.

14 days on a new subscription

If GoTerm isn’t right for you, ask within 14 days of a new subscription’s first payment, and we refund that payment in full.

• It covers the first payment of a workspace’s subscription, monthly or yearly, on any plan; not renewals.
• Each workspace gets it once.
• With the refund, we cancel the subscription, and the workspace is paused, as when any plan ends.

Cancelling

Cancel at any time, from the workspace’s Billing page. You keep the plan until the end of the period you paid for, and you aren’t charged again.

After the first 14 days, we don’t refund the unused part of a period, except where the law requires it.

Plans renew on their own. If a renewal charged you when you meant to stop, write to us within 7 days of it, and we look at it fairly.

Yearly plans

A yearly plan is paid for the whole year up front. The 14 days above apply to a new yearly plan. After that, the year isn’t refunded, but you can cancel so it doesn’t renew.

Changing plans and seats

Moving to a smaller plan, or removing seats, takes effect at once. The unused part is taken off your next payments, rather than refunded.

Deleting your workspace

Deleting the workspace yourself ends its subscription at once, and the rest of the period isn’t refunded. If you are within the first 14 days, ask for the refund before you delete it.

What isn’t refunded

• Payments after the first 14 days of a subscription, apart from the renewals above, or where the law requires it.
• A workspace paused or deleted for breaking our terms of service.

How to ask

Write to hello@goterm.net with:

• your workspace’s address, and the email address you paid with;
• the date and amount of the payment;
• why, if you’d like to tell us.

We reply within 2 business days. An approved refund reaches your card or account within 5 to 10 business days, depending on your bank. You can also ask Paddle, from the link in your receipt.

A charge you don’t recognize

Write to us, or to Paddle at paddle.net, before you dispute a charge with your bank: it’s usually faster. A workspace whose payment is disputed may be paused until the dispute is settled.

Changes to this policy

A change to this policy applies to payments made after it. This page shows when it last changed.

Translations

This policy is written in English. If a translation differs, the English text applies.

Contact

Questions about payments or refunds: hello@goterm.net.