Billing processor and Merchant of Record
Paid Etsy Tracker subscriptions are processed by Paddle as Merchant of Record. Paddle handles checkout, receipts, payment method processing, applicable taxes, currency conversion, and the billing records for each subscription and each individual charge.
Because Paddle acts as Merchant of Record, refund handling, chargeback handling, tax adjustments, and payment-network rules are subject to Paddle's processes in addition to this policy. Where a refund is approved, it is normally issued back to the original payment method through Paddle.
Etsy Tracker does not process card numbers, CVV, or bank credentials directly and does not store payment card data on its own servers. All card and payment-instrument data is handled by Paddle and the underlying payment networks.
Cancellation and access
You can cancel a paid subscription at any time from the account billing page or through the Paddle-hosted billing portal linked from the account. Once you cancel, cancellation stops renewal, so the subscription is not billed again after the current paid period ends.
After cancellation, paid access remains available until the end of the current billing period, unless access is suspended for abuse, fraud, chargeback activity, or where suspension is required by law or by payment-network rules.
Cancellation by itself does not automatically create a refund for time already used in the current billing period. If you believe a refund is appropriate in addition to cancellation, submit a separate refund request as described below.
How to request a refund
Refund requests are handled through the website chat widget or Feedback on the website. Please do not send refund requests through other channels, and do not send full card number, CVV, or other payment credentials in any message — that data is not needed and must stay with Paddle and the payment network.
To help the review move on the first reply, include the following information in the refund request:
- account email used to sign in to Etsy Tracker;
- Paddle transaction ID for the specific charge you want reviewed;
- Paddle subscription ID if the request relates to a recurring subscription;
- reason for the request, including relevant dates and, where useful, the page URL or a short description of what happened.
Review criteria and case-by-case handling
Refunds are discretionary and are reviewed case by case, unless applicable consumer law requires a specific outcome. There is no automatic refund entitlement for a subscription that has already been used, beyond what applicable law and Paddle/payment-network rules provide.
Review criteria may include: timing of the request relative to the charge, current account state, access and usage history on the account, previous refund history, fraud or abuse signals on the account or payment method, and the Paddle payment record for the charge in question.
Decisions are communicated through the same support conversation. If a refund is approved, the amount, currency, and timing may still depend on Paddle's processing and on payment-network rules for the original payment method.
Duplicate charges
If you see a duplicate charge — for example, two Paddle charges for the same subscription period, or a charge after a confirmed cancellation — contact the website chat widget or Feedback on the website with your account email and the Paddle transaction IDs of both charges.
Duplicate or accidental duplicate billing is reviewed against Paddle records. Where a duplicate is confirmed against the Paddle transaction history, the extra charge is corrected or refunded through Paddle. This does not require a case-by-case discretionary review.
Technical access failure
If paid access does not work because of a technical issue on the Etsy Tracker side — for example, the dashboard is unreachable, a paid feature returns errors, or the browser extension cannot connect to the paid account — please report it promptly through the website chat widget or Feedback on the website so the issue can be investigated while it is still reproducible.
When reporting, include:
- account email;
- the page URL and, where possible, the error message shown;
- browser and extension context if the issue is in the extension (for example, browser name and whether the extension is installed and signed in);
- Paddle transaction or subscription reference for the affected paid period.
Technical failure — what we can and cannot do
Where a technical failure on the Etsy Tracker side is verified, Etsy Tracker may restore access, extend access or credit additional time on the subscription, or issue a refund through Paddle, depending on the nature of the issue, the time affected, and applicable law and payment-network rules.
Refunds are not promised for issues that are not caused by Etsy Tracker. That includes user browser configuration, ad-blockers or extensions that break the dashboard, local network problems, Etsy downtime or blocking of the browser extension by Etsy, unsupported browsers or devices, or refusal to follow reasonable troubleshooting steps needed to diagnose the issue.
No refunds for abuse or prohibited use
Refunds are not available where the account has been used in a way the Terms of Service and this policy prohibit. In particular, refunds are not available in the following cases:
- abuse of the service, its limits, or its anti-abuse controls;
- credential sharing across people or organisations beyond what the plan allows;
- resale of Etsy Tracker access, accounts, data, or exported results to third parties;
- export or mass export of data in a way the Terms prohibit;
- chargeback fraud, including opening a chargeback for a charge the account holder in fact authorised and used;
- plan-limit bypass, including scripted access, multiple accounts used to defeat plan limits, or similar techniques;
- attempts to evade safety, anti-abuse, or account-integrity controls.
Taxes, currency, and payment-network handling
Applicable taxes — including VAT, GST, and sales tax where they apply — are handled by Paddle at checkout and on receipts. Exchange rates, currency conversion between the charged currency and your local currency, and payment-network fees are handled by Paddle and by the underlying card networks and banks.
As a result, the final refunded amount and the timing of a refund may differ from the original charge because of tax handling, currency conversion at the time of refund, or payment-network rules on the original payment method. Where this happens, the difference is set by Paddle and the payment network, not by Etsy Tracker.
This policy does not state a specific legal entity, VAT number, or tax registration for Etsy Tracker. Billing entity details, where they apply to your charge, are shown by Paddle on the checkout page and on the Paddle receipt for that charge.
Consumer law
Nothing in this Refund Policy limits non-waivable consumer rights or refund rights that applicable consumer law requires. Where applicable consumer law gives you a stronger refund right than this policy, that law controls for that specific case.
This policy does not name a specific jurisdiction. Governing law and jurisdiction for the contract with Etsy Tracker are addressed in the Terms of Service, not in this Refund Policy.
Contact and records
Send all refund questions, cancellation questions, duplicate-charge reports, and technical-failure reports through the website chat widget or Feedback on the website. Using that route keeps the conversation attached to the account context and to the Paddle record for the charge, which is what the review needs.
Please keep your Paddle receipts and the relevant account details available while a refund request is open. Paddle receipts are the primary billing record for each charge and are the main reference used during review.