Refund Policy

2 June 2026

This Refund Policy explains how refund requests work for Joqiva subscription payments. This Refund Policy applies only to Joqiva subscription fees paid for access to the Joqiva Service. It does not apply to invoice payments, quote payments, bank transfers or other payments made by End Customers to Joqiva customers.

Joqiva is a business-to-business subscription service. Joqiva subscriptions are intended for business use by sole traders, trades, service businesses, companies, partnerships, authorised staff and authorised contractors. Consumer cooling-off rights are not intended to apply where you subscribe to Joqiva for business purposes. Nothing in this Refund Policy excludes or restricts rights that cannot be excluded or restricted by law.

Joqiva subscription payments may be processed by a third-party billing provider or merchant of record. At the date of this Refund Policy, Joqiva subscription payments are processed by Paddle. Where Paddle processes the transaction as merchant of record, Paddle is responsible for payment collection, tax calculation, invoices, refund administration and related billing support for that transaction. Your access to and use of Joqiva remains governed by the Joqiva Terms of Service.

Refund requests for Joqiva subscription payments processed by Paddle must be made through Paddle or the billing route made available for the transaction. You may request a refund by using the "View receipt" or "Manage subscription" link in your Paddle transaction confirmation email, through your Joqiva billing page where available, or through Paddle buyer support. Refund eligibility, approval and processing are handled under Paddle's applicable Refund Policy, Paddle Buyer Terms and mandatory law. Any 14-day refund or withdrawal period depends on the rules that apply to the relevant transaction. It may depend on factors such as your country, whether you are acting as a consumer or business customer, whether the payment is the first subscription payment, whether a free trial has ended, whether the payment is an annual renewal, whether you have started using or benefiting from the Service, and whether mandatory law applies. A refund request is not automatically approved merely because it is submitted.

You may cancel your Joqiva subscription using the cancellation route shown in the Service, your Joqiva billing page where available, Paddle's customer portal where applicable, or the support contact details in the Legal Notice. Cancelling a subscription stops future renewal charges. Cancellation does not automatically refund previous charges unless a refund is approved under this Refund Policy, Paddle's applicable terms, the billing provider's applicable terms, or mandatory law. Unless the Service, checkout, Paddle terms or mandatory law state otherwise, cancellation takes effect at the end of the current paid billing period.

Where a Joqiva trial requires a payment method, the checkout or billing page should show the trial period, renewal position and cancellation route before you start the trial. If you do not cancel before the trial ends, the trial may convert into a paid subscription as shown at checkout or in the Service. Refund rights or refund eligibility for trial conversions, first subscription payments, renewals and annual renewals are handled under Paddle's applicable Refund Policy, Paddle Buyer Terms and mandatory law.

If you believe you cannot access Joqiva because of a material technical issue or product defect, please contact Joqiva support first using the contact details in the Legal Notice. We may try to investigate, fix the issue, provide support, or assist with a refund request where appropriate. Where Paddle is the merchant of record for the transaction, Paddle may require details of the issue and any response from Joqiva before deciding whether a refund is available.

This Refund Policy does not apply to customer invoice payments tracked in Joqiva. End Customers pay Joqiva customers directly by bank transfer into the workspace owner's bank account. Joqiva does not process, collect, receive, hold, move, settle, transfer, transmit or control End Customer invoice money. Joqiva does not initiate bank transfers, access payment accounts, or instruct banks or payment institutions to move End Customer funds. If an End Customer wants a refund for work, services, goods, quotes, invoices or payments owed to or paid to a Joqiva customer, the End Customer must contact the relevant Joqiva customer directly. Joqiva is not a party to that customer contract and does not control those funds.

If a subscription payment is disputed, reversed, charged back, suspected to be fraudulent, or otherwise challenged through a payment method provider, bank, card scheme, Paddle or another billing provider, access to the Service may be suspended, restricted or cancelled. Joqiva may rely on billing provider records, transaction status, subscription status and payment status when deciding whether a workspace has an active paid subscription. End Customer invoice payment records, "I've paid" confirmations, payment reports or payment evidence in Joqiva are not evidence that Joqiva subscription fees have been paid.

We may update this Refund Policy from time to time. If we make material changes, we will provide reasonable notice where appropriate, such as by updating this page, sending an email, showing an in-app notice or posting a website notice. The updated Refund Policy applies from the effective date shown at the top of this page.

For refund questions about Joqiva subscription payments, use the billing, support or legal contact details maintained in the Legal Notice. Where Paddle is the merchant of record for your transaction, you may also need to contact Paddle through your receipt, customer portal or Paddle buyer support.