Refund Policy
Last updated November 5, 2026
Hoptide is sold by Zen Operations LLC, doing business as Hoptide, through Paddle, our merchant of record. Paddle takes the payment and issues any refund; the charge on your statement reads PADDLE.NET* HOPTIDE. This page explains how cancelling, changing plans and refunds work. Email hello@hoptide.co with any question.
Cancelling
You can cancel at any time from Settings, then Plan, with no cancellation fee. Your plan stays on until the end of the month or year you have paid for, and you are not charged again. Until then nothing changes for your customers. After that your business is on the free plan: one customer, typed in by hand, and your data stays in your account.
Changing plans
Moving up a plan, for example from Hoptide to Hoptide with Answers, happens right away. You pay only the difference for the rest of the period you have already paid for, and the new price from your next renewal.
Moving down a plan, or switching between monthly and yearly billing in either direction, takes effect when the period you have paid for ends. You keep what you paid for until then, and the new plan and price start at the renewal. Nothing is refunded and no credit is left over. You can undo a scheduled change at any time before it happens, from Settings, then Plan.
Refunds
Email hello@hoptide.co within 14 days of a charge and we refund it in full, no questions asked. This covers a first payment, a renewal, and a yearly payment alike.
After 14 days we refund when Hoptide was not working for you, for example a bug that stopped your updates going out or kept your customers from opening their pages. Tell us what happened and when; we look at the records and answer within two business days.
We do not refund for time you did not use after cancelling, because your plan stays on until the end of the paid period, or for a plan you moved down from, because the cheaper plan starts only when the period ends.
How a refund is paid
Refunds go back to the card or account you paid with, through Paddle. They usually show within 5 to 10 business days, depending on your bank. Paddle emails you a receipt for the refund. Taxes charged on the payment are refunded with it.
Free plan and prepaid credits
The free plan costs nothing, so there is nothing to refund. If we ever sell prepaid credits, for example for text messages, their refund terms will be shown before you buy them and added to this page.
Disputes
If you disagree with a charge, write to hello@hoptide.co before opening a dispute with your bank; most things are sorted out the same day. Paddle's own buyer terms also apply to every payment and are linked from the checkout.