Refund Policy

Plain-English summary: every enclawed-enclaved subscription is a business-to-business engagement sold only under an individually negotiated order form or Master Services Agreement (MSA) — there are no self-serve plans, no public tiers, and no fixed list prices. Refunds, cancellation, renewal, and term are governed by your signed agreement; the contract is the contract. Because there is no Consumer (B2C) self-serve purchase, no statutory consumer withdrawal window arises (and if a signatory nonetheless qualifies as a Consumer under applicable law, their mandatory rights still apply as a floor). Payments are billed through our Merchant of Record, Paddle (paddle.com/legal/refund-policy), via Paddle Invoicing. The free MIT-licensed enclawed-oss open-source software is not sold and is not covered by this policy. The full binding text is below.

1. Scope

This Refund Policy governs refunds for paid enclawed-enclaved subscriptions sold by Enclawed LLC, a California limited liability company (“Enclawed”, “we”, “us”). All enclawed-enclaved subscriptions are business-to-business and sold only under an individually negotiated order form or Master Services Agreement (“MSA”); there are no self-serve plans, no public tiers, and no fixed list prices. The enclawed-oss open-source software is distributed free of charge under the MIT License and is unsupported; this Refund Policy does not apply to it because nothing is sold.

Merchant of Record (MoR). Paid subscriptions are billed through Paddle.com Market Limited (“Paddle”), our Merchant of Record, via Paddle Invoicing on the cadence set in your order form or MSA. Paddle is the seller of record for tax purposes, the collector of value-added tax (VAT) or sales tax where applicable, and the party that issues refunds to the original payment method. The legal services agreement governing your subscription is between you and Enclawed; the payment processing is between you and Paddle, under Paddle’s invoiced-consumer-terms. Paddle’s published refund policy at paddle.com/legal/refund-policy governs the buyer-facing refund process; this Refund Policy describes Enclawed’s seller-side mechanics.

2. Business-to-business only; no statutory consumer window

enclawed-enclaved subscriptions are offered and sold solely to Business Customers — a legal entity, or a natural person acting in the course of a business, trade, or profession — under a signed order form or MSA. Enclawed operates no self-serve or Consumer (B2C) checkout. Because there is no Consumer subscription, no statutory consumer refund / withdrawal window arises on any subscription.

If, notwithstanding the above, any natural person who signs an order form qualifies as a Consumer under EU Directive 2011/83/EU, the UK Consumer Rights Act 2015, the California Consumer Legal Remedies Act, the Australian Consumer Law, or an equivalent statute, that person’s mandatory consumer-protection rights apply and cannot be waived; where any provision of this policy would purport to waive such a right, that provision is void to the extent of the conflict only, and the stronger statutory right prevails as a floor.

3. Refunds and cancellation are governed by your agreement

Cancellation, renewal, term, and refund mechanics for every subscription are set out in the signed order form or MSA for that subscription; the contract is the contract, and is assumed to be the product of bargaining between sophisticated commercial parties. Typical agreement defaults include: (i) a pro-rata refund of pre-paid fees on termination for Enclawed’s material uncured breach; (ii) no refund on termination for the Customer’s material breach; (iii) no refund on termination by either party at the end of the contracted term; and (iv) survival of pre-paid professional-services fees corresponding to work already performed. These defaults are subject to negotiation in your agreement.

No pro-rata refunds unless agreed. Except where your order form or MSA provides otherwise, fees for the then-current billing period are non-refundable; cancellation stops future charges as provided in your agreement but does not refund a partially-used period. To cancel or raise a refund-eligibility question, email billing@enclawed.com. We acknowledge the request within two (2) business days and, where a refund is due, instruct Paddle within five (5) further business days; Paddle then returns the funds to the original payment method, which your card issuer or bank may take a further one to ten (1–10) business days to post.

4. Discretionary refunds via Paddle

Where Paddle, at its sole discretion under its own refund policy, issues a refund notwithstanding the absence of a statutory or contractual entitlement, Enclawed will not contest that refund; the seller-side cancellation mechanics in your signed agreement continue to apply to any unpaid balance.

5. Chargebacks and disputes

If you believe a charge is in error, we strongly encourage you to email billing@enclawed.com before initiating a chargeback with your card issuer or bank. We can usually resolve billing issues within a few business days, whereas chargebacks involve multi-week dispute processes and may carry consequences for both parties.

Customer-initiated chargebacks where the underlying charge was legitimate (i.e., where the Customer received the service and chose to use the chargeback as a refund mechanism in lieu of contacting us) constitute material breach of the Terms of Service and may result in: termination of the Subscription; the chargeback amount being invoiced back to the Customer as a contractual debt; suspension of future Subscription eligibility; referral to a chargeback-prevention service that may share the dispute with other merchants. Where Paddle’s own MoR fee structure imposes a chargeback fee on Enclawed, that fee is passed through to the disputing Customer.

6. Paddle’s role and contact

Paddle, as our Merchant of Record, processes the payment, issues the receipt, collects applicable tax, and executes the refund on Enclawed’s instruction. Paddle has its own buyer support and dispute-handling process, accessible from your receipt email or at paddle.com/contact. For refund eligibility questions, contact Enclawed directly at billing@enclawed.com. For refund processing questions after Enclawed has instructed Paddle to refund, contact Paddle.

7. Governing law and venue

This Refund Policy is governed by the laws of the State of California, United States, without regard to conflict-of-laws principles, except where the mandatory consumer-protection law of a B2C Customer’s habitual residence provides stronger protection (in which case the stronger protection applies as a floor, but the rest of this policy continues to apply in conjunction). Disputes are subject to the venue and dispute-resolution provisions of the Terms of Service, section 15.

8. Contact

Enclawed LLC
A California limited liability company
Billing & refunds: billing@enclawed.com
Legal: legal@enclawed.com
Merchant of Record: Paddle.com Market Limited · paddle.com/legal/checkout-buyer-terms