BILLING
Refund Policy
Effective date: July 21, 2026
This Refund Policy explains how XT SOFTWARE LABS LLC, a Washington limited liability company, handles NeatContext trials, subscription cancellations, and refunds. NeatContext subscriptions are sold by Paddle, our merchant of record and authorized reseller. Paddle processes subscription transactions, cancellations, and refunds, while XT SOFTWARE LABS LLC licenses and supports the NeatContext product. Paddle's Buyer Terms also apply to the transaction.
14-calendar-day refund window
You may request a full refund within 14 calendar days of any NeatContext charge, including a subscription renewal charge. If you request a refund within 14 calendar days of the charge, we will authorize Paddle to refund the full amount of that charge to your original payment method. This voluntary promise applies to consumer and business purchases unless a separate written agreement gives you more favorable rights.
How to request a refund
To request a refund, email billing@neatcontext.com or use the support or contact channel listed in the NeatContext app or on the NeatContext website. You may also request a refund through the Paddle buyer portal. Include the email address used at checkout or your Paddle order or receipt number. Requests that meet the 14-calendar-day window above will be submitted to Paddle for a full refund to the original payment method.
After Paddle issues a refund, the time required for it to appear depends on the payment method, bank, and payment provider. Any processing estimate supplied by Paddle or your payment provider is not guaranteed and may change.
Trial access
NeatContext provides trial access so you can evaluate the product before a paid subscription begins. Trial length, features, limits, and conversion terms are shown at checkout, in the account flow, or in the offer terms that apply to the trial.
If a trial converts into a paid subscription, you are responsible for cancelling before the trial ends if you do not want to be charged. If you are charged, the 14-calendar-day refund window above still applies to that charge.
Cancellations
You may cancel a paid subscription through the Paddle billing portal available from the NeatContext app or your Paddle receipt, or by contacting the support channel listed on the NeatContext website or in the app. Unless a refund or applicable law provides otherwise, cancellation takes effect at the end of the current billing period, Plus access continues until then, and future renewals stop.
Requesting a refund does not by itself cancel a subscription unless Paddle or we confirm that cancellation was included with the refund. If you do not want future renewals, cancel through the Paddle billing portal or ask us to cancel the subscription when you request the refund. We will tell you whether the subscription was canceled.
Effect of a refund
After a refund, Plus access follows the subscription status Paddle reports to NeatContext. If the associated subscription is canceled or otherwise no longer has an active paid or trial period, the account returns to the Basic plan. A refund or plan change does not delete your local profiles, linked folders, Context definitions, or other local data.
Your statutory rights
The 14-calendar-day refund window described above is in addition to any refund, cancellation, or other rights you have under applicable law.
Contact
Questions about billing or this Refund Policy can be sent to billing@neatcontext.com, or through the support or contact channel listed in the NeatContext app or on the NeatContext website.