Software subscriptions
An enabled subscription can be cancelled through Paddle's customer portal or the support route shown in the transaction email. Cancellation normally takes effect at the end of the current paid billing period, and no further renewal is taken. Mandatory cancellation or withdrawal rights still apply where the buyer's law requires them.
Failed payments
A failed renewal keeps normal workspace access for a seven-day grace period. If payment is not recovered, the workspace becomes read-only with export access. A payment event never deletes company records automatically.
Access and data after cancellation
Normal access continues through the paid period. After it ends, the workspace remains read-only for 30 days so authorised users can export records. Terminated-company data is retained for 90 days before a reviewed deletion process may begin, unless a longer legal, tax, fraud, dispute, security, or written-contract requirement applies.
Refunds, disputes and chargebacks
Paddle is the seller of record for a Paddle transaction and handles the payment, tax receipt, refund and chargeback process. Refund eligibility follows Paddle's buyer terms and refund policy plus any mandatory local rights. A refund or dispute can suspend product access while the transaction is reviewed, but it does not silently erase company data.
Setup fees and scoped projects
Setup fees cover approved discovery, configuration, testing and onboarding work. Scoped service projects follow the milestones in the written scope. If work stops, completed and committed work is documented and any unearned amount is reviewed under the agreed scope and applicable rights.
Duplicate, incorrect or defective orders
Report a duplicate, unrecognised or incorrect charge through Paddle's buyer support and tell SystemLineage through the contact page. If a material product defect cannot be corrected, the buyer can request the remedy available under Paddle's policy and applicable law.
How to request help
Use the contact page with the product name and account email. Use Paddle's receipt or customer portal for payment, cancellation and refund actions. Never send passwords or card details through a public request.