Refund Policy
Last updated: February 2026
Ember purchases are processed by Paddle as the Merchant of Record.
For any billing or refund questions, contact hello@theember.app.
Digital service
Ember is a digital software service (SaaS). No physical goods are sold or delivered.
By purchasing a paid plan, you acknowledge that access to the Service begins immediately after purchase or after the end of any applicable free trial.
Refunds
Except where required by applicable law, payments are non-refundable.
This includes:
- Partially used billing periods
- Unused time
- Unused or released seats
- Downgrades or plan changes
EU right of withdrawal
If you are a consumer located in the European Union, you may have a statutory right of withdrawal within 14 days of purchase, in accordance with EU consumer protection law.
Where this right applies:
- Refunds will be handled by Paddle, as Merchant of Record
- Access to the Service may be revoked once the refund is issued
By starting to use Ember immediately after purchase, you expressly consent to the immediate performance of the digital service and acknowledge that your right of withdrawal may be lost once the service has been fully performed, where permitted by law.
Statutory consumer rights are not affected.
Free trials
Team plans include a 14-day free trial.
If you cancel during the trial period:
- No charges will be made
- No refund is necessary
If you do not cancel before the trial ends, your subscription will automatically convert to a paid plan and billing will begin.
Cancellations
You may cancel your subscription at any time.
- Cancellations take effect at the start of the next billing cycle
- Access to paid features continues until the end of the current billing period
- No refunds are issued for the current billing period unless required by law
Billing issues and errors
If you believe a charge was made in error or suspect fraudulent activity, contact hello@theember.app as soon as possible.
We will work with Paddle to investigate and resolve the issue.