Refund policy

The first payment on an account is fully refundable for 7 days. You do not have to explain why, you do not have to have found a fault, and nobody will try to talk you out of it. One email is enough.

That is long enough to be worth something: a daily automation runs seven times in a week, so you can watch a real workflow, switch it off on purpose, and confirm the alert actually arrives before you commit to another month.

It applies once, to the first payment on the account. Renewals are not covered by it.

Renewals are not refundable as of right, and we do not pro-rate unused time. What replaces the automatic window is discretion: if Silent Fail genuinely failed to do its job through our fault — an outage on our side meant an alert was never sent, or never reached you — write to us and we will refund it. That is a judgement we make case by case, not a guarantee, and saying so is more useful to you than a promise with conditions buried in it.

The terms are honest that this product can fail. This is what we do when it does.

What is not refundable: a monitor that never alerted because it was never set up to ping, or because the automation it watches was switched off deliberately. That is the service working.

You can cancel at any time, and cancelling is not a refund request. It stops the next payment. The period you have already paid for runs to its end, and the account returns to the Free plan after that — described in full under cancelling.

So if you are outside the 7 days and simply do not want to continue, cancelling is the thing to do. You keep what you paid for until it expires.

Email contact@silentfailapp.com from the address on the account. Say which account it is and, if you are outside the 7 days, roughly what went wrong. There is no form to fill in and no retention team to get past.

You can also raise it directly with Paddle using the link on the receipt they emailed you. Either route reaches the same outcome; ours is usually faster because we can look at the account.

Silent Fail is run by one person, so refund requests are answered in the order they arrive rather than against a service level agreement — but they are the one kind of email that never waits for a better moment.

Paddle is the merchant of record for every subscription. They took the payment, they hold the card details, they issued the invoice, and they are the ones who move the money back — inside the 7 days or at our discretion afterwards, it is Paddle that processes it either way. We never see or touch your card at any point, including during a refund.

A refund is therefore subject to Paddle’s buyer terms as well as this policy. Where the two differ, whichever is more generous to you is the one we will argue for.