Refund & Cancellation Policy

This policy explains how subscriptions, trials, cancellations, and refunds work for 18 Cores Tracker and the 18 Cores suite, provided by 18cores, LLC. Payments are processed by Paddle, our merchant of record, and are also subject to Paddle's buyer terms.

Free trial

The Free plan requires no payment method. Every paid plan includes a 14-day free trial; no credit card or other payment method is required to start one. If you do not subscribe by the end of the trial, your organization moves to the Free plan. Your data is retained; if it exceeds the Free plan’s limits, the organization enters reduction mode as described below.

Subscriptions and renewals

Paid plans are billed per seat on a recurring basis — monthly, or annually if you choose annual billing. Subscriptions renew automatically at the start of each billing period using your payment method on file until you cancel. Annual plans are prepaid for the year.

Upgrades take effect immediately. Downgrades take effect at the next renewal date. Any Organization Admin can schedule or cancel a downgrade.

Cancellation

You can cancel your subscription at any time from your account billing settings. When you cancel:

• Your paid plan remains active through the end of the current billing period.
• At the end of that period, your organization moves to the Free plan.
• Your existing data is never deleted as a result of cancellation or downgrade.
• There are no overage charges. If your organization exceeds the Free plan’s seat, workspace, or storage limits, it enters reduction mode: all data is preserved, and existing records stay available and editable. Adding new records, members, workspaces, or files is unavailable until the organization fits the plan; Organization Admins can remove members, workspaces, or files, or upgrade. The organization leaves reduction mode automatically when it fits. We never choose what to remove or delete data automatically.
• History older than the Free plan’s 90-day retention window is hidden, not deleted, and returns if you upgrade again.

Refunds

Every paid plan can be tried free for 14 days before any charge. Because of this, 18 Cores does not offer refunds of its own for subscription fees already charged, including partial or unused portions of a billing period. Cancelling stops future renewals.

• Paddle, our merchant of record, handles all refund requests under the Paddle Refund Policy, which may allow a refund in some circumstances.
• Nothing in this policy limits any rights you have under consumer protection law, including a statutory right to withdraw where it applies.
• If you were charged in error, or believe there has been a billing mistake, contact us within 14 days and we will investigate and make it right.

Reporting a billing error

Email billing@18cores.com with your account details and a description of the charge. Corrections are issued to your original payment method via Paddle, our merchant of record. You may also contact Paddle directly regarding a transaction.

Changes to this policy

We may update this policy from time to time. The "Last updated" date above reflects the current version.

Contact

Billing questions can be sent to billing@18cores.com.