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Excelerate

Refund Policy

Last updated: May 2026

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This Refund Policy applies to all paid subscriptions to the Excelerate Excel Add-in and platform (“the Service”) provided by Excelerate Financial Modelling Limited (“Excelerate”, “we”, “us”). It forms part of, and should be read alongside, our Terms of Use.

Excelerate uses Paddle as our Merchant of Record. Paddle handles all payments, invoicing, sales tax, and refund processing on our behalf. This policy is aligned with the Paddle Refund Policy.

1. Free Trial

All new subscribers receive a 14-day free trial with full access to the paid features of their chosen plan. No credit card is required to begin the trial. This trial is your opportunity to evaluate the Service without risk. After the trial ends, your subscription will begin only if you actively choose to subscribe.

2. Default Position on Refunds

Because we provide a free trial, all paid subscription transactions are non-refundable and non-exchangeable, except where:

  • You are entitled to a refund under mandatory consumer law in your territory of purchase (see Section 3);
  • Paddle or Excelerate exercises discretion to issue a goodwill refund on a case-by-case basis; or
  • The Service is materially defective and cannot be remedied (see Section 6).

3. Statutory Rights by Region

Nothing in this policy limits any statutory rights you have as a consumer. The following rights apply to consumers in the specified territories. These rights do not apply to business buyers.

  • United Kingdom, EU/EEA, Switzerland: 14-day statutory right to withdraw from a digital contract, subject to the waiver below.
  • Turkey, Israel: 14-day statutory right to withdraw from a digital contract.
  • South Korea, Brazil, China, Canada: 7-day unconditional right to cancel following delivery or initial access.
  • Singapore: 5-day unconditional right to cancel following delivery or initial access.
  • All other territories: rights under your local mandatory consumer law apply.

4. Digital Content Waiver

In the UK, EU/EEA, Switzerland, Turkey, and Israel, your statutory right to withdraw from a digital contract does not apply once supply of the digital content has begun with your consent. By activating a paid subscription and accessing the Service, you acknowledge that supply has begun with your consent and that, under the consumer laws of these territories, the 14-day withdrawal right no longer applies.

Your other consumer-law protections are unaffected. You retain the right to a refund where the Service is materially defective and cannot be remedied (see Section 6), and we always honour mandatory rights under your local law.

5. How to Request a Refund

You may request a refund through any of the following channels:

We aim to respond within two business days.

6. Defective or Non-Conforming Service

If the Service is materially defective or not as described, contact Excelerate support first so we can attempt to remedy the issue. If the issue cannot be resolved, you may escalate the matter to Paddle directly for refund consideration, with supporting documentation.

7. Processing Timeline

Approved refunds are processed by Paddle within 14 days of approval and returned to the original payment method. Funds typically appear on your statement within a further 5–10 business days, depending on your bank or card issuer. A refund returns funds for a past charge. In Excelerate, cancellation governs the subscription access state we maintain (see Section 8), though Paddle’s handling of a refunded transaction may also affect access under Paddle’s Buyer Terms and Refund Policy. Where a refund is issued in connection with a breach of our Terms of Use, fraud, or abuse, access may be revoked alongside the refund.

8. Cancellation vs. Refund

Cancellation and refund are separate actions. Cancellation stops future billing at the end of your current billing period; you retain access until that period ends. A refund reverses a past charge. Cancelling a subscription does not automatically trigger a refund for amounts already paid.

You may cancel at any time via Paddle’s buyer portal at paddle.net or by contacting support.

9. Founders Club Subscriptions

Founders Club pricing is a lifetime-locked rate offered to the first 100 subscribers. Cancelling a Founders Club subscription forfeits the locked-in rate permanently; re-subscription will be at the then-current standard price. Standard refund and statutory rights above apply.

10. Team Subscriptions

For Team plans, seat changes during a trial apply immediately at no extra charge. For active paid Team subscriptions, adding seats charges a prorated amount immediately and removing seats credits a prorated amount through Paddle. These adjustments are handled by Paddle as subscription billing adjustments, not as separate refund requests. Cancellation of the entire Team subscription follows Section 8.

11. Business Sales Tax Refunds

Business buyers with a valid tax code or tax-exempt certificate may request a sales tax refund within 60 days of the transaction date by contacting Paddle via paddle.net. Requests made after 60 days may be declined unless otherwise required by law.

12. Exceptions

We reserve the right, jointly with Paddle, to decline a refund request where:

  • The request falls outside any statutory window and does not fit any category above;
  • There is evidence of fraud, chargeback abuse, or breach of our Terms of Use;
  • The account has previously received a goodwill refund for the same product;
  • The buyer waived their statutory right of withdrawal by actively using the Service (see Section 4).

Where fraud or abuse is identified, access to the Service may be suspended or blocked.

13. Chargebacks

Please contact Excelerate or Paddle before raising a chargeback with your card issuer. Most disputes can be resolved more quickly through direct support. Chargebacks raised in bad faith or found to constitute fraud may result in suspension of access.

14. Contact

Questions about this Refund Policy should be directed to support@exceleratefinancialmodelling.com. Questions about Paddle’s handling of refunds may be directed to Paddle at paddle.net.