Refund policy

Last updated 19 October 2026

Paid plans for Help by DeltaBreen are sold by Paddle, our merchant of record, which takes the payment, issues the invoice and pays out any refund. The service is provided by DeltaBreen Limited (the operator of Help by DeltaBreen), a company registered in Ireland with company number 826627, of Gorey, Co. Wexford, Ireland. This page says when a refund is given. It is part of the terms of service, and nothing in it limits your rights under the law where you are.

1. No charges beyond your plan

You pay for your plan in advance and nothing more. The price is for the workspace and does not change with the number of agents. When a month's tickets run out, a paid plan keeps working while we get in touch with you, and on the Free plan the form for guests pauses until the month ends; we never charge for use beyond a plan.

2. Cancelling

You can cancel at any time from Billing, under Manage subscription. The plan keeps working until the end of the period you have paid for and then does not renew. Nothing is deleted when a plan ends: what no longer fits the smaller plan is paused, and tickets keep their longer retention for 60 days.

3. Periods already paid

A billing period that has already started is not refunded when you cancel or move to a smaller plan, except as set out below, or where the law or Paddle's buyer terms give you a refund, such as the right some consumers have to cancel within 14 days. Help is made for businesses, so that right rarely applies.

4. Changing plan

A bigger plan takes effect straight away and Paddle charges the difference for the rest of the period. A smaller plan is credited against your next bills.

5. When we end it, or you leave over a change

The unused part of the period you paid for is refunded when you close your account, which cancels the plans of the workspaces you own; when we close your account for any reason other than a breach of the terms; when we stop offering the service; when you cancel because you do not accept a change to the terms; and when you end the terms over a new sub-processor you objected to, as the data processing agreement allows.

6. Charges made in error

If you were charged twice, charged after cancelling, or charged in error in any other way, contact us and we will have the charge refunded in full.

7. Failed payments and chargebacks

If a renewal payment fails, your plan keeps working while Paddle retries it, and you can update your card under Manage subscription. If the payment still cannot be collected, the plan ends. If a payment is reversed, or you raise a chargeback instead of asking for a refund, we may suspend or move the workspace to a smaller plan until the amount is settled, so please ask us first.

8. How to ask for a refund

Email [email protected] from your account's address, or use the help link in your Paddle receipt. We answer within five working days. Paddle pays refunds back to the payment method you used, and your bank may take several days to show it.