Subscription refunds and billing disputes
Thank you for purchasing the Tilford Service (the “Product”) from Tilford Investments Inc. (“Supplier”). Purchases completed through Paddle are processed by Paddle as authorised reseller. This Refund Policy matches Paddle’s Refund Policy for Paddle-processed Transactions. It forms part of your agreement together with the Terms of Service and Paddle Buyer Terms. If local consumer protection laws or the Supplier provide you with additional or non-waivable rights, the highest level of rights will always apply. Nothing in this Policy limits your mandatory consumer rights.
For Paddle-processed purchases, use Paddle’s buyer support at paddle.net to withdraw, cancel, or request a refund. You may also contact the Supplier at ai@tilford.com with your transaction details; we will help coordinate with Paddle.
1.1 Unless required by applicable law, all Transactions are non-refundable and non-exchangeable.
1.2 Refunds may be issued on a discretionary basis (see Section 7 below) or if you exercise an applicable statutory withdrawal or refund right (see Section 2 below).
1.3 Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behaviour.
1.4 This Policy does not affect consumer rights in relation to the Product which is not as described, faulty or not fit for purpose (see Section 4 below).
1.5 Refund requests must be made within the applicable statutory or discretionary period described below.
1.6 If you receive a refund in accordance with this Policy, access to the Product will cease.
Where local consumer protection laws grant unconditional “withdrawal” rights, those rights apply. You must request a refund within the following number of calendar days from the date of the Transaction (see Section 3):
2.1 European Union / EEA / Switzerland / United Kingdom: 14 calendar days. The right to withdraw applies to one-off purchases and to the first payment under a Subscription. It does not apply to subsequent Subscription payments, except where local law or Paddle’s Refund Policy provides otherwise (for example, certain annual renewals in the United Kingdom as described in Paddle’s Refund Policy). The right to withdraw does not apply to digital content that has started to be used when you have given express consent to waive withdrawal rights, as permitted by law.
2.2 Turkey / Israel: 14 calendar days from the date of the Transaction where that statutory right applies.
2.3 South Korea / Brazil / China: 7 calendar days from the date of the Transaction where that statutory right applies.
2.4 Canada: 7 calendar days from the date of the Transaction where that statutory right applies.
2.5 Singapore: 5 calendar days from the date of the Transaction where that statutory right applies.
3.1 To withdraw, cancel and/or request a refund for a Paddle-processed Transaction, contact Paddle using one of the following methods: use the “View receipt” or “Manage subscription” link in your Transaction confirmation email; submit a request via the support link in your receipt or your account’s billing page; or visit paddle.net and select “Request refund”.
3.2 If eligible, refunds will be processed using the same payment method where possible, within 14 calendar days of approval of the request.
3.3 Paddle’s transaction records will be used to verify eligibility and timing but will not override your statutory rights.
3.4 You may cancel a subscription at any time so that no further payments are taken after the end of your current billing period, using Paddle’s buyer tools or the cancellation method in your confirmation email.
If you experience persistent technical issues with the Product or a material defect that prevents you from accessing the features or benefits as described, contact the Supplier at ai@tilford.com first. If the issue cannot be resolved, contact Paddle’s support team (see Section 3) and provide details of the issue and any response from the Supplier. Where there is evidence of a material technical or Product defect, a refund will be issued in accordance with applicable consumer protection laws.
Add-ons linked to a main Subscription expire when the main Subscription ends, unless otherwise stated. Refund eligibility for add-ons and one-time Transactions follows the same criteria as the main Transaction, unless local law provides otherwise.
Contact Paddle before raising a chargeback or bank dispute where possible. If you initiate a chargeback or payment reversal, access to the Product may be temporarily suspended while the matter is reviewed. This does not affect your lawful rights to dispute a charge under card-scheme or consumer-protection rules.
7.1 Paddle may, at its sole discretion, issue a refund if a request is submitted within 14 calendar days of your Transaction date. Submission of a request within this 14-day period does not guarantee a refund.
7.2 All refund requests are reviewed on a case-by-case basis. Paddle may consider relevant factors including the nature of the Product, the reason for the request, usage or consumption, and any applicable contractual terms. Paddle may approve a refund in full, approve a partial refund, or decline the request.
7.3 Any discretionary refund granted by Paddle is voluntary and does not create an obligation to provide refunds in the future, including for similar requests.
We may update this Policy from time to time. The version in effect at the time of your Transaction governs that transaction. We recommend saving or printing a copy for your records.
This Policy is subject to the governing law, complaints and disputes provisions set out in the Paddle Buyer Terms. For the Product and Supplier relationship, see our Terms of Service.
Last updated: March 31, 2026