Cancel Paddle.net the easy way

Service overview

Paddle.net operates a checkout, billing and merchant services platform for digital sellers. It provides a branded checkout, subscription management, recurring billing, tax compliance and fraud protection to software and digital product vendors.

Who uses Paddle.net

Paddle.net is aimed at SaaS companies and digital product vendors that want an out-of-the-box checkout, subscription handling and billing service rather than building an in-house payments stack.

Company facts

Official resources: About Paddle and the buyer terms at Paddle buyer terms.

Web - using the receipt or manage subscription link

1. Locate the transaction confirmation email sent to the email address used for purchase.
2. Click the "View receipt" or "Manage subscription" link shown in the email.
3. On the receipt or billing page, select "Manage subscription" then follow the cancellation or refund request instructions.
4. Keep a copy of the confirmation email and receipt as proof.

Help center - open a support ticket

1. Go to the Paddle help pages and select the buyer refund or contact options at Paddle Help - Buyers Refunds.
2. Fill the support form with your order number, email used and clear statement that you want to cancel the subscription or request a refund.
3. Note the ticket number; expect acknowledgement without delay according to Paddle policy.

Email - write to support

1. Send a clear email to [email protected] with subject line "Cancel subscription - Order #[your order number]".
2. Include the order number, purchaser email and the date of purchase.
3. Request cancellation effective at the next billing date and request written confirmation.

Post - registered letter

1. Prepare a signed letter addressed to Paddle.net, Crown Way, CF14 3UZ Cardiff, United Kingdom stating your order number, email and explicit cancellation statement.
2. Send by tracked postal service and keep the tracking and return receipt.
3. Expect Paddle to acknowledge after they receive the letter; processing will follow their buyer terms.

Card issuer - request a chargeback

1. If Paddle or the vendor refuses refund and you have evidence of fraud or non-delivery, contact your card issuer and lodge a dispute under Section 75 or chargeback rules if your payment method qualifies.
2. Provide copies of correspondence, receipts and evidence to the bank.
3. Follow the issuer's process and keep the chargeback reference for follow up.

Cooling-off period (14 days)

If your purchase is a distance contract you have a 14-day right to withdraw from the contract and request a refund for the initial payment. For subscriptions the 14-day right applies to the first payment. You must request refund within 14 days from the date of the transaction. See the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: legislation.gov.uk.

Free trial cancellation

If you were on a free trial for a Paid Subscription you must cancel before the trial expiry to avoid being charged. Paddle indicates cancellation must occur before the trial end to avoid the first paid period.

Price increase

If Paddle or the vendor applies a price increase, your right depends on the contract you signed with the vendor. Gather the vendor's pricing notices and your subscription agreement. Use them to request termination for unilateral price increase if the vendor does not honour the original terms.

Moving / change of address

To cancel because you move, supply proof of change of address such as a utility bill or council tax bill and the subscription details. Paddle does not list moving as an automatic ground for refund, but present documents when requesting cancellation from the vendor.

Death of subscriber

For death of a subscriber provide a death certificate plus order details to the vendor or Paddle support and request cancellation and refund where applicable. The applicable consumer law remains the Consumer Rights Act 2015 for contract performance obligations.

Legitimate grounds accepted by Paddle

Paddle's policies explicitly refuse refunds where digital content has been downloaded or used, and they may refuse refunds where there is evidence of fraud or refund abuse. If you claim fraud provide documentary evidence such as correspondence from the vendor, bank statements showing the charge and any proof of impersonation.

End of commitment

If your subscription reaches its committed term simply let it lapse or cancel before renewal. For auto-renewing annual subscriptions a new 14-day withdrawal period begins from the renewal date for the renewed contract.

Applicable law

Legal references used in these rules include the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 for service performance and unfair terms.

Before you cancel: negotiate

Paddle primarily acts as a payment and billing platform; retention offers are normally the responsibility of the vendor using Paddle. There are no widely published generic retention discounts from Paddle itself in the research. To request retention or a discount contact the vendor first through the "Manage subscription" link or ask Paddle support for vendor contact details. When you ask, supply your order number and purchaser email and request an explicit retention offer or partial refund in writing.

What cancelling saves you - example yearly math

Use the Pay-As-You-Go fee of 5% plus $0.50 per transaction from Paddle pricing and convert the per-transaction fee to GBP as shown here. If $0.50 equals £0.40 then the fee is 5% + £0.40 per transaction.

Example: you pay a subscription priced at £12.99 per month through Paddle.

• Monthly charge: £12.99
• Paddle fee per payment: 5% of £12.99 = £0.6495, rounded to £0.65 plus fixed £0.40 = £1.05 total fees per transaction
• Monthly net cost to vendor customers remains £12.99, but platform fees applied to vendor receipts are £1.05 per month in this example
• Yearly platform fee on this subscription: £1.05 x 12 = £12.60

Cheapest real alternative: Stripe Checkout for UK sellers typically charges 1.4% + £0.20 for UK/EU cards. For the same £12.99 subscription Stripe fees would be 1.4% of £12.99 = £0.18 plus £0.20 fixed = £0.38 per transaction. Yearly Stripe fees for the subscriber account would be £0.38 x 12 = £4.56.

Yearly platform fee saving when moving vendor processing from Paddle to Stripe in this example: £12.60 - £4.56 = £8.04 per year. Calculation shown: (5% x £12.99 + £0.40) x 12 = £12.60; (1.4% x £12.99 + £0.20) x 12 = £4.56; difference = £8.04.

Key UK consumer law

The primary protections are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These govern the 14-day cooling-off period, rights when services are not supplied with reasonable care and skill, and protections against unfair contract terms.

Cooling-off rights and digital content

The 14-day statutory right to withdraw applies to distance contracts and to the first payment of a subscription. The right does not apply to digital content once download, streaming or use has started and you have given express consent to waive the right. See the Paddle refund page: Paddle refund policy.

Escalation steps

1. Complain to the trader first (use Paddle support or the vendor contact in your receipt). 2. For unresolved disputes seek help from Citizens Advice, or contact UK Trading Standards. 3. For card payments consider Section 75 (if paid by Visa or Mastercard credit card) or card issuer chargeback for debit card payments. 4. If the issue concerns unfair contract terms or misleading auto-renewal practices contact the Competition and Markets Authority (CMA).

Where to complain

Use the vendor or Paddle support channels first. If unresolved, Citizens Advice provides guidance and Trading Standards can investigate. For financial disputes contact your card issuer to request a chargeback or Section 75 claim for qualifying transactions.

Check access and services

Confirm the effective date of cancellation and whether you retain access until the end of the current billing period. Keep the cancellation confirmation email or receipt as proof.

Data and account information

Request account data export or deletion from the vendor or Paddle if you want your personal data removed. Save any invoices and tax documents you need for records.

Final billing and refunds

Paddle processes refunds at its discretion except where a statutory right applies. If eligible for a refund it will be processed using the original payment method when possible and within 14 days of approval per Paddle policy. For guidance see Paddle refund policy.

Re-activation

To resubscribe use the vendor's subscription links or checkout again. Keep your original order number if you want support to match historic purchases.

Follow this checklist to cancel and protect your money and data.

• Find the transaction confirmation email and click "View receipt" or "Manage subscription".
• Attempt cancellation through the receipt first and download confirmation.
• If no option exists, file a refund/cancellation request via the Paddle help center at Paddle Help - Buyers Refunds.
• If support is slow, email [email protected] with order number and purchaser email.
• If you suspect fraud, gather evidence and contact your bank for a chargeback or Section 75 claim if eligible.
• Retain screenshots, emails, ticket numbers and postal receipts for escalation.
• If unresolved after trader complaint, contact Citizens Advice or Trading Standards.