Refund Policy

1. Overview

Sartorium sells one paid product: the subscription that gives a house its verified showcase. Our order process, payment, invoicing and refunds are handled by our Merchant of Record, Paddle.com, and are also subject to Paddle's Buyer Terms.

This policy explains when a subscription can be cancelled and when a refund is due. It does not cover trunk-show bookings, which involve no online payment on Sartorium at this time.

2. Cancelling Your Subscription

You can cancel at any time. Paddle, our Merchant of Record, handles the billing, and every email it sends about your subscription carries a link to its billing portal. That link signs you in: Paddle sends a one-time link to the address the subscription was paid with, so there is no password to remember, and the cancellation form is on the subscription's page. If you have kept none of those emails, write to hello@sartorium.net and we will cancel it for you. Cancelling stops the next renewal; it does not end the period you are in.

Your showcase stays active until the end of the period you have already paid for. After that date the subscription is not renewed and no further charge is made.

3. A Fourteen-Day Refund Window

If you change your mind, you can ask for a full refund within fourteen days of a charge, and you do not have to give a reason. This applies to the first payment of a subscription and to each renewal alike.

The refund is made to the original payment method, through Paddle. A refunded period is not a period you keep: when we issue a refund we cancel the subscription with it, and the showcase stops being published.

This is our own commitment. It stands whether you subscribe as a business or as a consumer, and for a consumer it already covers the statutory right of withdrawal described below.

4. Refunds Beyond That Window

Subscriptions are billed in advance for the period ahead — a month or a year. Once the fourteen days above have passed, cancelling part-way through a period does not refund the unused remainder of it; you keep the subscription until the period ends.

We also refund a charge where the law requires it, where you exercise the right of withdrawal below, and at our discretion where a payment was taken in error or the service was not delivered. If you think a charge is wrong, write to us: nothing here is meant to stop you asking.

5. Right of Withdrawal (EU/EEA consumers)

If you subscribe as a consumer in the EU or EEA, you have a statutory right to withdraw from the purchase within fourteen days, without giving a reason. The fourteen-day refund in section 3 already covers it: if you withdraw within those days, your payment is refunded in full.

Most houses subscribe as a business rather than as a consumer, in which case this statutory right does not apply. The fourteen-day refund window above applies whoever you are, and so do the cancellation terms.

6. How to Request a Refund

The direct route is Paddle, our Merchant of Record. Go to paddle.net, enter the email address the subscription was paid with, and you will find your subscription, your invoices, and the form to request a refund or cancel.

You can also write to hello@sartorium.net from the email address on your account, naming the charge in question, and we will take it up with Paddle for you. Approved refunds are returned to the original payment method, and Paddle emails you when the refund is issued.