Refund Policy
This Refund Policy applies to subscriptions to RacqI (Racquet Sports Intelligence) (the "Service") purchased through our online checkout, which is operated by our reseller and Merchant of Record, Paddle.com Market Limited ("Paddle"). It forms part of our Terms of Service and should be read alongside them, together with our Privacy Policy, available at www.racqi.cloud.
By subscribing to the Service, you acknowledge that you have read and accepted this Refund Policy. If you do not agree with it, please do not subscribe to the Service.
1. Merchant of Record and Payment Processing
Paddle is the seller and Merchant of Record for all purchases of the Service. You buy your subscription from Paddle; Paddle processes your payment, issues your invoice, collects and remits any applicable VAT or sales tax, and carries out refunds. Paddle's Refund Policy (paddle.com/legal/refund-policy) and Buyer Terms (paddle.com/legal/checkout-buyer-terms) also apply to your purchase. We never receive or store your full payment-card details.
In addition to Paddle's policy, we make the voluntary commitments set out below. Where a refund is approved under this Refund Policy, Paddle issues it to your original payment method; it includes any VAT charged on the original payment.
2. Subscription Types and Refund Eligibility
2.1 Monthly subscriptions
Monthly subscriptions are paid in advance for each billing period. Once a monthly billing period has started, the subscription fee for that month is non-refundable, even if you cancel before the period ends or do not use the Service during that period. Upon cancellation, you retain access through the end of the paid monthly period.
2.2 Annual subscriptions
Annual subscriptions are paid in advance for a 12-month period and benefit from a discounted monthly-equivalent rate. As a voluntary service to our customers, we offer a 14-day refund window from the date of the initial annual payment, during which you may request a full refund at our discretion. After this 14-day period, annual subscriptions are non-refundable for the remainder of the 12-month term. Upon cancellation after the 14-day window, you retain access through the end of the paid annual term.
This voluntary 14-day window does not apply to annual renewals — it applies only to the initial annual payment. Renewals are governed by Section 2.4 below.
2.3 One-time fees
One-time fees — such as optional setup, onboarding, or professional-services fees, where offered — are non-refundable once the related work has commenced. If you cancel such an engagement before any work has begun, please contact us to discuss possible partial refund options. Fees already paid for completed work are not refundable.
2.4 Automatic renewals
Monthly and annual subscriptions renew automatically at the end of each billing period until cancelled. To avoid being charged for a renewal, cancel your subscription through your account settings before the renewal date. Charges for a renewed period that you did not cancel in time are handled under the monthly (Section 2.1) and annual (Section 2.2) rules above, and are generally non-refundable.
We recommend enabling renewal reminder emails in your account settings.
2.5 Complimentary access
Complimentary access by invitation, as described in Section 9.1 of our Terms of Service, is provided free of charge and is therefore not subject to refunds.
3. Statutory Consumer Rights (EU/EEA and UK)
If you are a consumer (a natural person acting for purposes outside your trade, business, craft, or profession) residing in the European Union, the European Economic Area, or the United Kingdom, you have a 14-day right of withdrawal under Directive 2011/83/EU on consumer rights and implementing national legislation, including the Italian Consumer Code (Codice del Consumo).
Because Paddle is the seller, the statutory right of withdrawal is governed by Paddle's Buyer Terms and Refund Policy, including the circumstances in which it ends once you have agreed at checkout to immediate access and have started to use the Service. Our voluntary 14-day refund window for annual subscriptions (Section 2.2) applies in addition and does not limit any statutory rights that apply to your purchase.
Nothing in this Refund Policy excludes or limits statutory rights that you have as a consumer and that cannot be waived under applicable law. Where the right of withdrawal applies, you may exercise it before the period expires by an unequivocal statement — towards Paddle, or by emailing support@racqi.cloud, and we will pass your request on. If you believe a statutory right applies to your purchase, please contact us — we will process your request in accordance with applicable law.
4. Refunds for Service Issues
If the Service is materially unavailable, defective, or fails to function as described for a prolonged period due to causes attributable to us, and we are unable to remedy the issue within a reasonable time after you have reported it, you may be entitled to a pro-rata refund or service credit, at our discretion.
To be eligible, you must:
Report the issue promptly to support@racqi.cloud with a clear description of the problem, affected functionality, and approximate time of occurrence.
Allow us a reasonable time to investigate and remedy the issue.
Cooperate with reasonable troubleshooting requests, including providing logs, screenshots, or reproduction steps where relevant.
This provision does not apply to:
Planned maintenance windows announced in advance within the Service or by email.
Downtime or degradation caused by third-party services outside our reasonable control (e.g. AI model provider outages, cloud infrastructure incidents, DNS issues).
Issues arising from your own equipment, network, browser, or misuse of the Service.
Known beta-phase limitations (see Section 6).
Changes to AI-generated outputs, model behaviour, or knowledge base content — AI outputs are inherently variable and no specific output, accuracy level, or result is guaranteed. This includes changes resulting from our addition, replacement, or discontinuation of an AI model provider, as permitted under Section 1.4 of our Terms of Service.
5. How to Request a Refund
To request a refund, contact us at support@racqi.cloud with the following information:
Your account email address
The transaction reference or invoice number (available in your payment confirmation email or receipt)
The date of the original charge
The reason for your refund request
You can also contact Paddle directly using the link in your receipt email. We will acknowledge your request within 5 business days. If it is approved, Paddle issues the refund to your original payment method.
Refund processing time: Refunds are typically credited to the original payment method within 5–10 business days after approval. The exact timing depends on your payment provider and may take longer for certain card issuers or bank transfers.
Effect of a refund: Where a refund is issued for a subscription period that has not fully elapsed, your access to the Service for the refunded period will generally be terminated on the date the refund is processed. Your account itself is not deleted; you can subscribe again at any time. Deletion of your account and associated data remains available to you at any time as described in our Privacy Policy.
6. Beta Phase
RacqI is currently provided as a beta service. During this phase:
Features may change, be added, or be removed without notice.
The Service may contain bugs, errors, or other issues.
We do not guarantee uninterrupted availability or any specific performance level.
Occasional beta-phase issues are not, on their own, grounds for a refund. However, if a beta-phase issue materially prevents your use of the Service for an extended period, please contact us. We may offer service credit, an extension of your subscription period, or another remedy at our discretion.
7. Chargebacks and Payment Disputes
If you believe a charge is incorrect or unauthorised, please contact us before initiating a chargeback with your card issuer or bank. We aim to resolve all disputes fairly and promptly through direct communication, and most issues can be resolved within a few business days.
Initiating a chargeback without first attempting to resolve the issue directly may result in:
Immediate suspension of your account pending resolution of the disputed charge
Recovery of chargeback processing fees charged by Paddle or the card network
Permanent termination of your access to the Service where the chargeback is determined to be unjustified
Legitimate refund requests handled through the process in Section 5 will never result in these consequences.
8. Taxes and VAT on Refunds
Prices on our website are shown excluding VAT; the total including any applicable tax is shown at checkout. Where a refund is issued, it includes any VAT charged on the original payment, and Paddle, as Merchant of Record, adjusts the tax accordingly.
For business customers who provided a valid VAT identification number at checkout and to whom the reverse-charge mechanism was applied, no VAT was charged on the original payment, and the refund will equal the net amount originally paid.
9. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our practices, applicable law, or Paddle's processes. Material changes will apply only to purchases made after the updated policy takes effect; purchases made before a material change remain governed by the policy in effect at the time of purchase.
The version number and "Last updated" date at the top of this document indicate the current version. For material changes, we will provide additional notice by email or within the Service.
10. Contact
For all refund-related inquiries, please contact:
RacqI-Racquet Sports Intelligence S.R.L.S (RacqI S.r.l.s.)
Registered office: Via Montebello della Battaglia 4, 27100 Pavia (PV), Lombardy, Italy
Share capital: EUR 1,000
VAT (Partita IVA) / Codice Fiscale: 03054230184
Companies Register of Pavia: no. 03054230184 · REA PV-34394
Legal representative: Rachele Gaebel (Founder & CEO)
Refund inquiries: support@racqi.cloud
General contact: info@racqi.cloud
Website: www.racqi.cloud
Reseller and Merchant of Record: Paddle.com Market Limited, 30 Old Bailey, London EC4M 7AU, United Kingdom.
This Refund Policy should be read together with our Terms of Service and Privacy Policy. All three documents are available at www.racqi.cloud. In the event of inconsistency between documents, the Terms of Service prevail unless applicable law provides otherwise.
RacqI S.r.l.s. — Refund Policy — v1.3, October 2026Racquet Sports Intelligence. Venues, markets, people, policy and investment in one evidence base. Sourced, calculated, or named. Never guessed.