Refund Policy
Last updated 2026-07-29
This policy covers subscriptions to the tusella product. It sits alongside our Terms of Service and Privacy Policy.
Try it before you pay
Every paid plan starts with a 14-day free trial on your own shop. Nothing is charged during the trial, and you can cancel before it ends without paying anything. We would rather you find out tusella isn't for you while it's still free than ask for your money back later.
Cancelling
You can cancel at any time from the billing portal linked in your account settings — no email required and no retention call. Cancelling stops the next charge; your access continues until the end of the period you have already paid for, and then stops. We don't pro-rate a partial month back, because you keep the service for the whole of it.
When we refund a charge
We refund in full, on request, in these cases:
- You were charged after cancelling. If a charge landed after you cancelled, that's our error and we return it in full.
- A duplicate charge. If you were billed twice for the same period, the duplicate is returned in full.
- The product was materially unavailable. If a fault on our side made tusella unusable for a meaningful part of a billing period, tell us and we'll refund that period.
- You were charged by mistake. If you subscribed accidentally and haven't meaningfully used the paid features, write to us within 14 days of the charge and we'll return it.
What we don't refund
Outside the cases above, a period you have already used isn't refunded — the trial exists so you can decide before that point. We also can't refund charges made by Etsy, which bills you separately for its own listing and transaction fees; tusella never charges Etsy's fees and never receives them.
Statutory rights
Nothing here limits rights you have under the consumer law of your own country. Where local law grants a stronger right to cancel or be refunded than this policy does, that right applies.
Who processes your payment
Payments and subscriptions for tusella are handled by Paddle, which acts as the merchant of record. Paddle appears on your card statement, issues your invoices, and handles the applicable sales tax or VAT for your country. Refunds are issued through Paddle to the original payment method; how quickly the money appears depends on your bank, and is usually a few business days.
How to ask
Write to hello@tusella.com from the address on your account and tell us what happened. We answer refund requests within two business days.