Refund policy

Last updated: July 31, 2026

Who you're buying from

Purchases are processed by our reseller and Merchant of Record, Paddle.com, who appears on your statement and issues your invoice. Refund requests can be made to us at support@porthatch.app or directly through Paddle — either way we handle them together under this policy.

Subscriptions (Placet, Veneer, Cordon, Duehatch, Gangway, Sluice Pro)

You can cancel a subscription anytime from your account settings — the Paddle customer portal handles the change. Cancellation stops the next renewal; you keep access until the end of the period you already paid for. We don't pro-rate or refund partial months for a plain cancellation.

If you were charged after cancelling, charged in error, or the service was down for more than 4 consecutive hours in a billing period (see Terms of Service §5), email us and we'll refund the affected charge in full.

One further case where we do pro-rate: if we announce a new subprocessor and it's incompatible with your compliance posture, you can object within 30 days and exit with a pro-rated refund of the remaining billing period (see Subprocessors). That is a carve-out from the "no partial months" rule above, not a contradiction of it — it applies only when we changed something, not when you cancel.

Sluice pay-as-you-go credits

Sluice runs on prepaid credits (Standard and Deep). Two things to know:

• Inconclusive rows are refunded automatically. When the cascade can't reach a verdict — greylisting, a vendor outage, a transient DNS error — the credit returns to your balance. You only pay for rows we could actually grade, and this happens with no action from you. The same rows appear under two labels, so you can match them up: the verdict column in your downloaded CSV says unknown, and the dashboard groups them into the recheck segment.
• Unused credits. If you bought a credit pack and haven't used it, email us within 14 days of purchase for a full refund of the unused balance. Credits already spent on completed verifications are non-refundable, because the work (and our per-verification vendor cost) has already happened.
• Outages. The 4-hour downtime remedy above is written as "that billing period's charge", which a credit pack doesn't have. For pay-as-you-go the equivalent applies: we return every credit spent on a run the outage disrupted, and if the outage leaves you unable to use what you bought, we refund the unused balance of that pack.

Something went wrong?

If a product didn't do what its pricing page promised, that's on us. Email support@porthatch.app with your order details and we'll make it right, including a refund where the service genuinely failed on our side.

Chargebacks

Please contact us before opening a chargeback — it's almost always faster for both of us to resolve directly, and we're happy to refund genuine issues.