AliasFleet provides a 7-day money-back guarantee on a first Pro or Business payment. After that window, the published policy gives no refund for a renewal, a forgotten cancellation, low usage, or a change of mind, subject to the exceptions below. Billing errors, unauthorised charges, extended downtime and service discontinuation are treated separately.
A refund question can only arise on a paid subscription, since a Free account has no payment to refund. Paddle acts as merchant of record for billing, so payment and invoice records sit in the Paddle portal, reached from the Billing page through Manage Subscription. Plan changes are completed inside the app, not in the portal. Billing and refund inquiries go to legal@aliasfleet.com, as stated in the published policy.
What does the 7-day money-back guarantee cover?#
The published policy states that new subscribers are eligible for a full refund within 7 days of their first payment, no questions asked, if all of the following conditions hold:
- This is the first payment on the account.
- The account has no Terms of Service or Acceptable Use Policy violations.
- No chargeback or dispute has been initiated.
- The refund is requested within 7 calendar days of the initial payment.
The guarantee applies to the first payment only per account. Subsequent payments, renewals, or plan changes are not eligible for the money-back guarantee. It applies to Pro and Business subscriptions, including Founder's Club subscriptions. A Founder's Club rate becomes entirely non-refundable after the 7-day window, and if a Founder's Club subscription is cancelled, the locked-in rate is forfeited and cannot be restored upon reactivation.
How do I request a refund?#
The published policy states the following procedure. Send an email directly to legal@aliasfleet.com with:
- The account email address.
- The date of the original purchase or payment.
- The last 4 digits of the payment method used, for verification.
- A brief mention of the reason. Within the 7-day window, the reason is optional, as refunds are no-questions-asked, but it is appreciated for feedback. For a billing error, include a description of the error so the charge can be checked.
Invoice details for the charge in question can be checked first on the Billing page through Manage Subscription, which opens the Paddle customer portal. No fixed day count for a decision or for payment is stated in the policy, so this guide states none. Approved refunds are processed to the original payment method, and refund timing depends on the bank or card issuer's policies.
What happens on renewal?#
A subscription renews automatically at the end of each billing cycle. No refund is given for an automatic renewal caused by a forgotten cancellation, outside the first-payment guarantee window described above. Cancellation stops future charges. For the steps, see Cancelling Your Subscription.
Does cancelling or downgrading produce a refund?#
No. No prorated or partial refund is issued for the remainder of a billing period after the 7-day money-back guarantee window, for either cancellation or a downgrade. That no-refund point is stated in the policy and in the app guides alike. The timing of each action, however, is described differently by the two sources, as set out in the next section.
- Cancellation. See Cancelling Your Subscription for the app steps and the sequence after a paid period ends, including the 7-day grace period for custom domains and personal aliases described there.
- Downgrade. See Downgrading Your Plan for the app steps and the limits that apply after the change.
What is the timing conflict between the policy and the app guides?#
The published policy and the app guides do not agree on when cancellation and downgrade take effect, and this guide does not present either side as settled fact, because no source in the repo resolves the conflict.
The published policy, last updated 2026-07-10, states that cancellation is immediate, meaning access to paid features is terminated immediately. For downgrades, it states in one place that they take effect immediately or at the end of the current billing cycle, depending on the selection, and in another place that downgrades take effect immediately.
The app guides describe different timings. Cancelling Your Subscription describes cancellation as scheduled at period end, with a Cancellation Scheduled badge, a cancellation alert, and reversal through Keep Subscription before the period ends. Downgrading Your Plan and the proration guide describe a downgrade as taking effect at the next renewal date, with the current plan remaining in place until then.
Until the conflict is resolved, the Billing page date shown for a scheduled change should be read carefully before a renewal date, and any mismatch should be raised as a billing inquiry to legal@aliasfleet.com. The no-prorated-refund point stands under either timing, since the policy states it for immediate termination and the app guides state it for a period that runs to its end date.
What cases are covered outside the guarantee window?#
Outside the guarantee window, the policy provides for the following cases. These are not automatic approvals: each case is investigated or considered under the terms stated for it.
- Verified billing errors. A charge caused by a billing error in the AliasFleet system, including a duplicate charge, is covered under the billing issues section of the policy. Contact legal@aliasfleet.com immediately. The policy states that AliasFleet will investigate and issue a refund if confirmed.
- Unauthorised charges. Contact legal@aliasfleet.com immediately. The policy states that AliasFleet will secure the account and investigate, work with the account holder and the payment provider to resolve the charge, and issue a refund if the charge is confirmed unauthorised.
- Extended downtime. The policy states that if AliasFleet experiences extended downtime, refunds are considered on a case-by-case basis. No automatic refund rule is stated for outages.
- Service discontinuation. If AliasFleet discontinues a feature or plan subscribed for, the policy states that a full refund for unused time will be issued if no suitable alternative exists, with migration assistance to alternative features.
A change of mind, a forgotten cancellation, low usage, or a downgrade falls under none of these cases as a refund ground, and the policy lists usage-based requests, subsequent renewals and payments, and requests made after the 7-day window among the non-refundable situations.
What happens if a chargeback is filed?#
If a payment dispute is initiated, refund eligibility is voided, in the wording of the published policy. Initiating a chargeback is also one of the conditions that excludes a guarantee claim, since eligibility requires that no chargeback or dispute has been initiated. The policy does not state that filing a chargeback leads to suspension of the account, and no other document in the repo was found stating such a suspension. A billing error, duplicate charge, or unauthorised charge should therefore be reported to legal@aliasfleet.com for investigation, so that a refund can still be considered under the cases above.
Troubleshooting#
Why was a renewal charged after cancellation was requested?#
Under the app guides, check the Billing page for the Cancellation Scheduled badge and the cancellation alert. If neither appears, the cancelling guide states that cancellation did not complete, and the renewal charge stands as a normal renewal. If both were present before the renewal date and a charge still appeared, report it to legal@aliasfleet.com as a billing error with the invoice details. Note the timing conflict section above: the policy describes cancellation differently.
Why is there no refund for the remaining days after cancelling?#
No prorated or partial refund is issued for the remainder of a billing period after the guarantee window. That point is stated in the policy and in the app guides, and it stands under either timing described in the timing conflict section.
What if a charge looks duplicated?#
Compare the invoice rows in the Paddle portal, reached with Manage Subscription, for the same plan, amount, and billing period. If two charges cover the same period, contact legal@aliasfleet.com immediately with both invoice details, as the policy directs for duplicate charges. A duplicate charge caused by a billing error is refunded if confirmed. Filing a dispute instead voids refund eligibility under the policy, so the charge should be reported to legal@aliasfleet.com first if a refund is sought.
Related reading#
- Cancelling Your Subscription: how cancellation is described in the app guides, including the 7-day grace period after a paid period ends.
- Downgrading Your Plan: how a move to a lower tier is described in the app guides, with no prorated refund.
- Managing Your Subscription: the Billing page map, including the Manage Subscription route to the Paddle portal for invoices and payment details.
- What Happens to Your Aliases If You Cancel the Service?: what cancellation, downgrade, and account deletion each do to alias forwarding, and why the three actions differ.