Refund Policy

At a glance

01Try it free first

CoordBase starts with a free 7-day trial. It needs no card and never turns into a paid plan by itself. When the trial ends, CoordBase stops and asks you to choose a plan. You’re charged only if you choose a paid plan, and every paid plan is paid for at checkout.

02Purchases made on the web

Purchases made at coordbase.com or in CoordBase on the web are sold by Paddle.com, our authorized reseller and merchant of record. Paddle takes your payment, sends your receipt or invoice and issues refunds. The charge on your payment statement may show Paddle’s name.

A full refund within 7 days

If you’re not happy with any CoordBase purchase made on the web, ask for a refund within 7 days of the charge and you’ll get a full refund. This applies to:

• your first paid plan;
• each yearly plan renewal;
• a Local-to-Cloud upgrade;
• added Company seats; and
• extra Cloud storage.

The 7 days apply separately to each charge. If a renewal payment was collected late and restarted your plan, the 7 days for that payment begin on the date of that charge. After the 7 days, a charge isn’t refundable under this policy, but other refund, cancellation or withdrawal rights may apply under Paddle’s policies or the law.

Purchases from outside the United States

CoordBase is sold only in the United States. If a web purchase is made with a billing address outside the United States, it’s refunded in full automatically, the plan doesn’t start, and we tell you why. This happens on its own, separately from the 7-day refund you can ask for.

What a refund undoes

A refund reverses only what the refunded charge paid for.

• A plan’s own charge (first purchase or renewal): the plan ends when the refund takes effect, along with any extra storage that depends on it. For a Company plan, the company’s projects become read-only, and its Managers can export the company backup.
• A Local-to-Cloud upgrade (Personal accounts): you return to Local for the rest of your paid year, and your Cloud copy then follows the usual rules for an ended Cloud plan.
• Added Company seats: the refunded seats are removed, and the Company accounts using them close. If all of them are in use, CoordBase asks a Manager which people lose their seats before the refund request is confirmed. If the plan has already ended, because it was refunded or its paid year is over, refunding a seat charge only returns the money: the seats and the people stay as they are.
• Extra Cloud storage: the refunded add-on is removed. If that leaves you or your company over the storage allowance, nothing is deleted: existing files stay available, and new Cloud uploads wait until usage is back under the allowance or more storage is added.

Refunding a plan’s charge doesn’t refund a separate charge for extra storage or seats. That charge can be refunded on its own, within its own 7 days.

How to ask

• In CoordBase, choose Request a Refund in your plan settings: in the app, Settings → Plan; on the web, Settings → Plan and billing. The button appears during the 7 days after each web charge.
• Or email us at contact [at] ajrax.com and we’ll help.

Before you confirm a refund request, CoordBase tells you what that refund will change or end. AJRAX doesn’t send web-purchase refunds itself: Paddle, as merchant of record, issues the refund to you.

When the money comes back

Paddle processes the refund within 14 days after approving it, back to the payment method you used where possible. Your bank or payment provider may take additional time to show the money in your account.

03Purchases made in the iPhone or iPad app

Purchases made in the CoordBase app are sold through Apple’s App Store. Apple handles App Store payments, and decides and issues App Store refunds under its own policies. AJRAX can’t approve or issue an App Store refund. To ask Apple for a refund, choose Request a Refund in CoordBase: in the app it opens Apple’s refund request, and on the web it takes you to reportaproblem.apple.com. You can also go there directly. Apple’s own refund rules, and any rights the law gives you, apply to App Store purchases.

04Canceling a plan

Canceling stops a plan from renewing. It isn’t the same as requesting a refund. Unless a refund or the law provides otherwise, cancellation takes effect at the end of the paid plan period: you keep using the plan until then, and you aren’t charged for another year.

• Plan bought on the web: cancel inside CoordBase. In the app, go to Settings → Plan → Cancel Plan; on the web, go to Settings → Plan and billing → Cancel Plan. A Company plan is cancelled by a Manager.
• Plan bought in the app: tap Manage Subscription in CoordBase’s Settings, or manage the subscription in your Apple Account’s subscription settings.

Changed your mind? For a plan bought on the web, choose Keep My Plan before its end date, in CoordBase on the web or from our email, and the plan and its renewal continue. For an App Store plan, manage renewal through Apple. Deleting the CoordBase app doesn’t cancel a subscription.

05After a refund

A refund takes effect in CoordBase when Paddle approves it.

Personal accounts. If the refunded charge was the plan’s own charge, the paid plan ends. Your work stays yours: existing files stay open, viewable, shareable and exportable, as our Terms of Service describe. If the plan included CoordBase Cloud, your Cloud copy is kept for at least 90 days from the date the plan ends, so you can download it to your device. Creating or editing records, Cloud sync and Share Links need an active plan.

Company accounts. If a Company plan ends because its plan charge is refunded, the company’s projects become read-only. The company’s Cloud data is kept for at least 90 days, and its Managers can export the company backup. Nothing in the company workspace passes to an individual because of a refund.

06Your legal rights

This policy gives anyone who buys on the web our voluntary 7-day refund. You may also have additional rights under the laws that apply to you, or under Paddle’s Buyer Terms and Refund Policy. Nothing in this Refund Policy limits rights that can’t legally be limited or waived.

For example, consumers in some countries, including in the European Union and the United Kingdom, may have statutory cancellation or withdrawal rights for some online purchases. The requirements, the exceptions and the effect of starting a digital service during a withdrawal period depend on the law and on the consent and disclosures given at checkout. For purchases made through Paddle, Paddle applies the statutory refund and withdrawal rights that apply to the transaction.

If a charge looks wrong, please contact us or Paddle so it can be looked into. This doesn’t limit any right you may have to contact your bank, card issuer or payment provider.

This Refund Policy is part of our Terms of Service.

07Contact us

Questions about a CoordBase charge or refund? Contact AJRAX LLC, New Jersey, United States, at contact [at] ajrax.com. For help with a web purchase’s payment or refund processing, you can also contact Paddle through its buyer-support service.