Refund policy
Last updated: June 10, 2026
Working draft. Have qualified counsel review it for your jurisdiction before publishing.
Who you're buying from
Purchases are processed by our reseller and Merchant of Record, Paddle.com, who appears on your statement and issues your invoice. Refund requests can be made to us at support@porthatch.app or directly through Paddle — either way we handle them together under this policy.
Pay-as-you-go credits
Sluice runs on prepaid credits (Standard and Deep). Two things to know:
- Inconclusive rows are refunded automatically. When the cascade can't
reach a verdict — greylisting, a vendor outage, a transient DNS error — the
row is tagged
recheckand its credit returns to your balance. You only pay for rows we could actually grade. This happens with no action from you. - Unused credits. If you bought a credit pack and haven't used it, email us within 14 days of purchase for a full refund of the unused balance. Credits already spent on completed verifications are non-refundable, because the work (and our per-verification vendor cost) has already happened.
Pro subscription
You can cancel the $39/month Pro plan anytime from your account settings. Cancellation stops the next renewal and you keep access until the end of the current billing period. We don't pro-rate partial months.
If you were charged after cancelling, or charged in error, email us — we'll refund the incorrect charge in full.
Something went wrong?
If Sluice didn't do what the pricing page promised, that's on us. Email support@porthatch.app with your order details and we'll make it right, including a refund where a verification genuinely failed on our side.
Chargebacks
Please contact us before opening a chargeback — it's almost always faster for both of us to resolve directly, and we're happy to refund genuine issues.