Refund policy

Liqaa offers a mix of free and paid entitlements, typically priced per event or per capacity tier, as shown on the pricing page and at checkout. When you place an order, you are offered the key commercial terms, including the price, tax display, and what you receive, before you confirm payment. Please keep a copy of your order confirmation and receipt for your records.

Many online purchases for Liqaa are completed through a checkout provided by Paddle. In those cases Paddle (or a related Paddle company) is typically the “merchant of record” for the card or payment method, meaning the transaction appears in email and card statements in line with Paddle’s buyer experience. Your receipt, VAT or tax statement where applicable, and some subscription management tools may be provided through Paddle or linked from the email you receive at purchase.

If you need a duplicate receipt, a corrected invoice, or have a question that relates specifically to the payment line item on your bank statement, we will help route you, but the payment processor’s tools may also be available from the same receipt email.

The following is a non-exhaustive list of situations in which we may, where the law and payment rules allow, approve a full or partial refund, a credit, or a plan adjustment:

• You were charged more than once for the same entitlement due to a processing error, and the duplicate is verified upon investigation.
• A technical error on Liqaa’s side prevented you from using a paid feature you had legitimately purchased for a material period, and we cannot restore that access within a reasonable time.
• You are entitled to a cooling-off or statutory withdrawal right under the law in your country (for example certain EU/UK digital content rules) and you exercise that right in the time and form required, after which we and/or Paddle will process the return in line with the law.
• We end the Services in your region in a way that leaves you with prepaid but unused time or balance that we are required to return under the law or a written commitment in your order terms.

The following are typical cases where a refund, especially to the original card, is unlikely or excluded, though we may still offer goodwill credits or a plan change in our discretion and where payment rules allow:

• You have substantially used a paid event tier or one-time add-on in line with the product (for example you already ran the event, exported guest data, or otherwise received the core value of the purchase).
• You did not read the product requirements or the guest cap before purchase, or you changed your personal plans, where the product worked as described.
• A charge is linked to a mobile app store (Apple or Google) under that store’s rules, in which case refund requests are handled under the store’s policies, not as a direct card refund from Paddle.
• Promotional credits, referral bonuses, or free trial extensions that are not paid with money, which generally have no cash value to refund.

Contact Liqaa support through the in-app or website channel we publish. Include: (1) the email on your Liqaa account, (2) the transaction date and amount, (3) a copy of the receipt or order ID, and (4) a short explanation of the issue. We will acknowledge receipt, investigate with our payment and accounting teams as needed, and respond within a reasonable time in line with consumer rules that apply in your country.

If the payment was through Paddle, we may work with Paddle to confirm the transaction status, validate reversals, and comply with card network and anti-fraud rules. Do not initiate a “chargeback” with your bank before you give us a chance to resolve the issue, unless you are required to by law, because chargebacks can lead to the suspension of your account or additional fees in line with the bank’s rules and our terms.

When a refund is approved, the money is usually sent back to your original method of payment. Card networks and banks can take a number of business days (often five to ten) to show the credit on your statement, depending on your bank’s processes. This delay is outside Liqaa’s direct control once the reversal has been submitted by the payment provider.

If you upgrade a paid tier before you have used the lower tier for its intended event scope, or if you need to change to a higher guest cap because your list has grown, we will handle changes as described at purchase or in the app, which may include paying only the price difference, starting a new order, or, where we offer it, a prorated or partial credit. Downgrades are generally not cash-refundable for the portion of the period you already had access, unless the law requires otherwise.

When our model is per-event (you pay to unlock a capacity for a specific event, rather than a monthly subscription to the whole product), refunds are considered with reference to that event: once the event is completed or the capacity has been substantially consumed, a refund to the card is much less likely than a correction for a double charge or a technical total outage.

If you open a chargeback with your card issuer, we and Paddle may be required to provide transaction evidence. Where a chargeback is found to be abusive or frivolous, we may close your account, decline future card payments, and pursue the recovery of our fees, always subject to the law. We ask that you work with us first to resolve any billing error.

We may update this Refund Policy from time to time. The “Last updated” date at the top of the page will change when we do. In most cases, we will apply the policy that was in place at the time you made your purchase, but if a change is required by law or by our payment partners, the new text may govern immediately for future purchases. Material retroactive changes that reduce your rights will not apply without required notice, where the law in your country requires a longer notice or consent period.

For refund and billing questions, use the support contact on this website, in the Liqaa app, or the email address shown in your order or receipt. For Paddle-specific order lookup, you may also use the links in your buyer email as provided at purchase.