Refund Policy

Last updated: 26 December 2025

1. Overview

PointUp Pro subscriptions can be purchased through three different channels, each with its own refund process:

• Web purchases (via our website at app.point-up.co.uk) - processed by Paddle
• iOS App Store - processed by Apple
• Google Play Store - processed by Google

2. Web Purchases (Paddle)

For subscriptions purchased through our website, Paddle acts as the Merchant of Record. This means Paddle handles all payment processing, billing, and refunds.

How to Request a Refund (Web)

• Email us at contact@point-up.co.uk with your order details
• Use the receipt email from Paddle - it contains a link to manage your subscription and request refunds
• Contact Paddle Support directly at paddle.com

After the Cooling-Off Period

After 14 days, refunds are provided at our discretion. We may offer pro-rated refunds in cases such as:

• Technical issues preventing you from using the service
• Billing errors or duplicate charges
• Service not functioning as described

3. Apple App Store Purchases

For subscriptions purchased through the iOS App Store, Apple handles all billing and refunds. We do not have the ability to process refunds for App Store purchases directly.

How to Request a Refund (iOS)

• Visit reportaproblem.apple.com
• Sign in with your Apple ID
• Select the PointUp Pro subscription
• Choose "Request a refund" and follow the prompts

Apple typically processes refund requests within 48 hours. Their decision is final and subject to Apple's refund policies.

4. Google Play Store Purchases

For subscriptions purchased through Google Play, Google handles billing and refunds. We do not have the ability to process refunds for Google Play purchases directly.

How to Request a Refund (Android)

• Open the Google Play Store app
• Tap your profile icon → Payments & subscriptions → Budget & history
• Find the PointUp Pro purchase and tap it
• Select "Request a refund" or "Report a problem"

Alternatively, visit play.google.com/store/account/orderhistory and follow the refund process there.

5. Subscription Cancellation

Cancelling your subscription is different from requesting a refund:

• Cancellation stops future billing but lets you use Pro features until the end of your current billing period
• Refund returns your payment and may immediately revoke Pro access

To cancel your subscription:

• Web: Use the link in your Paddle receipt email or contact us
• iOS: Go to Settings → Apple ID → Subscriptions → PointUp Pro → Cancel
• Android: Go to Play Store → Profile → Payments & subscriptions → Subscriptions → PointUp Pro → Cancel

6. Free Trial

If you signed up for a free trial and were charged after it ended:

• Trials convert to paid subscriptions automatically unless cancelled before the trial ends
• You can request a refund within the cooling-off period (web) or through Apple/Google
• We recommend setting a reminder before your trial ends if you're unsure about continuing

7. Exceptional Circumstances

We understand that unexpected situations arise. If you have exceptional circumstances not covered by the standard policy, please contact us at contact@point-up.co.uk. We review each case individually and aim to find a fair resolution.

8. Processing Time

• Web (Paddle): Refunds are typically processed within 5-10 business days
• App Store: Apple typically processes refunds within 48 hours
• Google Play: Google typically processes refunds within 1-4 business days

The time for the refund to appear in your account depends on your payment method and financial institution.

9. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us: