Reservly Refund Policy

Last updated: October 9, 2026

The short version

• 14-day money-back guarantee on your first paid subscription. No questions asked.
• Monthly plans: no refunds after 14 days. Cancel anytime to stop the next charge.
• Annual plans: pro-rated refund of the unused months if you cancel within 60 days of the start of the annual term. No refund after day 60.
• EU / UK consumers: your statutory 14-day right of withdrawal is honoured through the money-back guarantee above — no separate invocation needed.
• Hardship: we review individual cases (business closure, illness, bereavement) in good faith.
• Paddle processes refunds. Paddle is our merchant of record. Refunds return to the original payment method, typically within 5-10 business days.

Questions: support@reservly.io.

Are you a customer trying to get a refund for a booking you made? This page covers refund requests from Reservly business subscribers — the people who pay Reservly for a subscription plan. If you booked an appointment, event, or rental through a business's Reservly-hosted page and want a refund for that booking, please jump to § 10.1 below for guidance.

1. Scope

This policy covers refunds for Reservly subscription fees — the money you pay Reservly for a Starter, Team, or Professional plan, plus the add-ons (extra staff seats, SMS bring-your-own-Twilio) and the Email top-ups billed with it (see § 7).

It does not cover refunds that your business issues to your own customers. Those are handled through your Stripe account under the cancellation and refund policy you configure in Reservly. See § 10 below for a short explanation.

2. 14-day money-back guarantee

If you are dissatisfied within 14 days of your first paid subscription (the free trial doesn't count; the clock starts on the first successful paid charge), email support@reservly.io and request a refund. We will process a full refund through Paddle — no retention conversations, no "what could we have done differently" questionnaires, just the refund.

The 14-day money-back applies to:

• A first subscription payment on any tier (Starter, Team, Professional).
• A first conversion from monthly to annual billing within the first 14 days of the annual term.

It does not apply to:

• Renewals of an existing subscription (you've already decided the Service is worth it).
• Returning subscribers within 12 months of a prior cancellation (to prevent the money-back window from being used as a rolling free trial).
• Termination by Reservly for breach of the Terms or Acceptable Use Policy (see § 8).

3. Monthly subscriptions — after 14 days

Monthly subscription fees are non-refundable after the 14-day window. You may cancel at any time from Settings → Subscription → Cancel plan (Paddle's billing page confirms it), which stops the next monthly charge. You keep full access until the end of the current billing month.

4. Annual subscriptions — 60-day pro-rated window

Annual subscriptions are billed once for the full year. If you cancel within the first 60 days of an annual term, we will process a pro-rated refund of the unused months through Paddle, calculated as:

(months remaining at cancellation) × (annual price ÷ 12)

After day 60, annual subscriptions are non-refundable for the remainder of the annual term. You may cancel the renewal at any time to stop the next year's charge; you keep access until the end of the current annual term.

5. EU / UK / EEA — statutory right of withdrawal

If you are a consumer located in the European Union, United Kingdom, European Economic Area, or Switzerland, you have a 14-day right of withdrawal from the subscription purchase under Directive 2011/83/EU (EU), the Consumer Contracts Regulations 2013 (UK), and equivalent national laws.

Reservly's 14-day money-back guarantee in § 2 above honours this statutory right. You do not need to invoke the statutory right separately — using our money-back guarantee achieves the same outcome. To be explicit, you may also invoke the statutory right directly by emailing support@reservly.io with subject line "Withdrawal" within 14 days of the purchase; we will process the refund on the same terms.

One thing to be aware of — under EU CRD Article 16(m) and equivalent UK rules, if we begin performing the service during the withdrawal period at your express request, you may lose the right to withdraw once the service has been fully performed, or for the part already performed. Reservly's platform is provided continuously from the moment you subscribe. To preserve the smoothest refund experience, you expressly agree at checkout that we may begin providing the Service immediately, and you acknowledge that — to the extent the service is fully performed before you exercise withdrawal — the statutory right may be limited. Our 14-day money-back guarantee applies regardless, so in practice an EU or UK consumer within the first 14 days receives a refund either way.

5.1 Model withdrawal form

If you prefer to exercise the statutory right in formal form, you may use the following model withdrawal statement:

To: Reservly, c/o Northwestern Registered Agent Services, 30 N Gould St Ste N, Sheridan WY 82801, United States — support@reservly.io

I/We hereby give notice that I/we withdraw from my/our contract for the supply of the Reservly subscription.

Ordered on: _____________________ Subscription email / account: _____________________ Name of consumer: _____________________ Address of consumer: _____________________ Signature (if sent on paper): _____________________ Date: _____________________

Use of the form is not required. A plain email referring to "withdrawal" is sufficient.

5A. Latin American statutory right of withdrawal

If you are subscribing to Reservly from a Latin American country, you may have a statutory right of withdrawal that applies to your subscription. The table below summarises the rights in key jurisdictions. These rights apply to your Reservly subscription (the fee you pay Reservly) — not to booking payments made by your customers through your connected Stripe account (which are handled per your own cancellation policy).

To exercise this right: email support@reservly.io with subject line "Withdrawal - [country]" within your applicable period. We will process your withdrawal and instruct Paddle (our merchant of record) to refund your first payment within 14 days of your notice. Your account data will be available for export for 30 days after withdrawal.

What this covers: Only your Reservly subscription fee (billed by Paddle). Booking payments from your customers are separate transactions processed through your own Stripe account and are governed by your own cancellation policy.

After the withdrawal period: Your standard rights under § 2 (14-day money-back guarantee), § 3 (monthly subscriptions), and § 4 (annual subscriptions) continue to apply.

5B. UK — Consumer Contracts Regulations 2013 (supplementary)

The Consumer Contracts Regulations 2013 (CCR 2013) apply to distance contracts made with UK consumers, including Reservly subscriptions and individual add-on purchases.

Subscription commencement waiver. By confirming your subscription at checkout, you expressly request that we begin providing the Reservly service immediately and acknowledge that, to the extent the service is fully performed during the 14-day cancellation period, your right to cancel under the CCR 2013 may be limited to the unperformed portion. For ongoing subscriptions, performance is continuous; accordingly, your right to cancel is preserved for the full 14-day period, and a proportionate charge applies only for any period of use before cancellation. Reservly's 14-day money-back guarantee (§ 2) covers this proportionate charge in full, so in practice a UK subscriber within the first 14 days receives a full refund either way.

Near-term bookings. If you are a UK consumer who books a service, event, or rental slot through a business's Reservly-hosted booking page, and the scheduled appointment falls within the statutory 14-day cancellation window for that booking, the business may present a consent screen at checkout requesting your agreement to immediate performance. By confirming that booking, you acknowledge that once the appointment has taken place, your right of cancellation under the CCR 2013 for that specific booking is spent. Your rights under the business's own cancellation and refund policy (displayed during booking) are unaffected.

Contact. For questions about your UK statutory cancellation rights in relation to your Reservly subscription, email support@reservly.io with subject line "CCR Cancellation".

6. Hardship cases

Life happens. If your business is closing, if you're coping with serious illness, bereavement, or other personal hardship, email support@reservly.io with a brief explanation. We review hardship refund requests individually and in good faith. There is no rigid eligibility test — the intention is to be humane.

7. Add-ons and Email top-ups

• Extra staff seats and SMS (bring-your-own-Twilio). Add-ons are billed with your plan through Paddle, on the same monthly or annual cycle. Adding a seat or turning SMS on is charged immediately for the rest of the current period; removing a seat or turning SMS off is credited against your next payment — Paddle prorates both, and you see the amount before you confirm. Add-ons follow the refund rules of the underlying subscription (§§ 2–4); there is no separate refund for an add-on you remove mid-period beyond that credit. Turning the SMS add-on off keeps your Twilio connection. Reservly does not bill for individual SMS messages — once connected, your own Twilio account is billed directly by Twilio per message sent, subject to the daily spend cap you set in Communications → SMS. Twilio's charges are outside Reservly's refund process; disputes over Twilio's own billing are between you and Twilio.
• Email top-ups. A top-up of 5,000 emails for 7 ($7, €7 or £7) is added automatically when a paid plan uses up its monthly email allowance, and charged to the payment method on your plan at that moment (see Terms § 5.9). Because the emails are available to send the moment the top-up is added, a top-up is not refundable once added. If you believe a top-up was charged in error, email support@reservly.io with subject line "Email top-up" and we will put it right through Paddle. You can cap the number of top-ups a month from Settings → Subscription.

8. Termination for cause — no refund

If Reservly terminates your subscription for breach of the Terms of Service or Acceptable Use Policy — including the framework-agnostic healthcare prohibition, the content-restriction clauses, repeat chargebacks, or clear fraud — no refund is owed. Termination under these clauses also forfeits any Founding Member price lock.

9. How refunds are processed

• Merchant of record. Paddle (Paddle.com Market Ltd.) is the merchant of record for Reservly subscriptions. All refunds are processed by Paddle, back to your original payment method.
• Currency. Refunds are returned in the currency of the original charge. Any currency-conversion losses at the card-issuer level are outside our control.
• Timing. Paddle typically processes a refund within 1-3 business days; your bank or card issuer usually reflects it within 5-10 business days thereafter. International transactions can take longer.
• Partial refunds. Where a pro-rated refund applies (annual plan cancelled within 60 days), we calculate the refund and pass the amount to Paddle; the remainder of the annual payment is retained.
• Fees. Paddle does not charge Reservly a processing fee on refunds, and Reservly does not charge you a processing fee either. You keep the full amount of the refund.

10. Refunds to your customers (different system)

This policy covers the money that you pay Reservly. Different rules govern the money that your customers pay your business at booking time through your connected Stripe account:

• You set a business-wide cancellation and refund policy under Payments → Policy, and you can override it on any individual service, event, rental or package — including marking one non-refundable. A booking that mixes items with different terms resolves to the strictest terms in the basket.
• Marking something non-refundable does not stop customers cancelling it. Cancellation is a separate setting; the refund policy only decides how much money comes back.
• When a customer cancels through the booking-management link, Reservly works out what they are owed under your policy. Whether that refund is issued at once or waits for you depends on the refund trigger you choose under Payments → Policy: with Automatic (the default) a customer's own cancellation, and a single booking you cancel yourself, are refunded immediately on your Stripe account; with Manual every refund waits in your Refunds queue under Payments until you issue it with one click. Bulk cancellations — a date range, an event, a deleted service — always wait for your review, whatever the trigger. Reservly emails you and shows the pending count on the Payments menu whenever a refund is waiting.
• One rule overrides all of them: if you cancel a paid booking, the full amount your customer paid is refunded or queued. Your tiers describe what a customer forfeits by cancelling — never what you owe when you cancel on them.
• Refunds to your customers are funded from your own Stripe balance, not Reservly's.
• Reservly charges no platform fee on your refunds; Stripe has its own refund-fee policy — check your payment-provider agreement.
• Provider refund fees. Stripe has its own policy on whether processing fees are returned when a refund is issued. In most regions, Stripe does not return the processing fee (interchange, network fees) when a refund is issued — only the transaction amount is returned to your customer. Review your provider's current fee schedule; Reservly does not control or subsidise these provider-level fees.

You configure the business-wide policy in Payments → Policy and the per-item overrides in Payments → Rules; each setting explains itself as you configure it. If you need a hand with your own cancellation and refund policy, email support@reservly.io.

10.1 If you are a customer trying to get a refund for a booking

If you booked through a business's Reservly-hosted page and want a refund for that booking, contact the business directly — not Reservly. The business is the merchant of record for the transaction; your money is in the business's Stripe account, not in Reservly's. Reservly has no legal authority to issue refunds for transactions processed through a business's payment account, and we have no access to the funds. Cancellations, rescheduling, deposits and no-show charges for a reservation are governed by the policy of the business you book with, shown to you during booking and in your confirmation; Reservly does not set or enforce those terms.

How to find the business's contact details: Your booking confirmation email includes the business's name and contact information. The business's Reservly booking page also shows their contact details.

If the business is unresponsive: If you cannot reach the business and you paid by card, you may be able to raise a dispute with your card issuer (a "chargeback"). Reservly will cooperate with card issuers if they contact us for booking records in support of a dispute you filed.

Reservly's own subscription refunds — the subscription fee Reservly charges to business account holders, not a booking payment — are handled under the policy above. Email support@reservly.io for those requests.

11. Our Founding Members

The first 100 paying businesses to subscribe to Reservly — our Founding Members — will have Reservly honor a lifetime lock on their tier's launch price. This is an operational commitment that Reservly tracks and applies directly on request, not an automated feature of the billing system; email support@reservly.io with subject line "Founding Member" to confirm your status or ask a question. A refund under §§ 2 or 4 does not by itself forfeit Founding Member status if you re-subscribe promptly at the same tier. Extended gaps (more than 30 days without an active subscription) forfeit the lock. Termination for cause (§ 8) forfeits the lock in all cases.

12. Data retention and account deletion

A refund does not close your account and does not start any deletion clock. If you also want your account and data removed, request deletion from Settings → Subscription → Account & Data → Delete Account. Deletion then follows the standard retention schedule in our Privacy Policy:

• Your account enters soft-delete for 30 days, during which you can restore it from the dashboard or from the link in the deletion-request email we send you.
• After 30 days, personal data is permanently deleted, subject to the exceptions listed in the Privacy Policy.
• Booking records are deleted along with your account per the schedule above — there is no separate long-term retention. You can export your own booking data at any time before deletion.

If you want accelerated deletion under your jurisdiction's privacy rights (for example, a GDPR erasure request or a CCPA deletion request), email support@reservly.io with subject line "Privacy Officer" and we will prioritise it.

13. Changes to this policy

We may amend this policy as pricing, payment providers, or applicable consumer law evolve. We will:

• Update the Last updated date at the top.
• Notify active subscribers by email at least 30 days before material changes take effect (for example, a change that narrows refund eligibility).
• Apply the version in force at the time of your purchase to that purchase — we will not retroactively apply a narrower refund policy to a subscription you've already paid for.

14. Contact

To request a refund, exercise a statutory withdrawal right, or raise any question about this policy:

Email: support@reservly.io Subject line for statutory withdrawal requests: Withdrawal Subject line for hardship requests: Hardship refund Subject line for everything else: any descriptive subject is fine.

Reservly c/o Northwestern Registered Agent Services 30 N Gould St Ste N Sheridan, WY 82801 United States

This Refund Policy is part of and incorporated into the Reservly Terms of Service.