1. Scope and payment roles
This Policy applies to paid DropHarbor subscriptions. Paddle is the merchant and seller of record and processes charges and refunds; DropHarbor supplies the Service, investigates service availability, and may approve a refund or credit. Any mandatory consumer rights and Paddle’s applicable buyer and refund terms continue to apply.
2. Cancelling recurring billing
You may cancel at any time from DropHarbor Billing or Paddle’s buyer portal. Cancellation is scheduled for the end of the current billing period. Access remains available until that date and Paddle should not charge the next renewal. Cancel before the renewal date; merely stopping use, disconnecting Twitch, or requesting DropHarbor account deletion does not itself cancel Paddle billing.
3. DropHarbor availability refund
If a paid account could not use the core DropHarbor automation because of a confirmed fault or maintenance within DropHarbor’s own systems, you may request a proportional refund for each complete 24-hour period of continuous unavailability during the paid billing period. We verify the incident using service and account records.
The refund for an eligible incident is: the amount paid for the affected subscription period, excluding separately refundable taxes where applicable, divided by the number of calendar days in that billing period, multiplied by the number of eligible complete 24-hour periods. Total refunds cannot exceed the amount paid for that period. By agreement, we may offer an equivalent extension or service credit instead.
Downtime shorter than a complete 24-hour period does not qualify for this contractual availability refund, unless mandatory law or Paddle’s terms provide a broader remedy.
4. What is not DropHarbor downtime
These events may prevent a desired result but do not establish that the paid DropHarbor Service itself was unavailable. Support will still help diagnose the issue where reasonably possible.
- No active or eligible Twitch campaign, participating live channel, or desired reward; campaign expiry or publisher restrictions.
- Twitch or publisher outage, API or rule change, progress error, withheld reward, token revocation, enforcement, suspension, region restriction, or game-account delivery failure.
- Your internet, email, Telegram, device, incorrect configuration, expired authorisation, unlinked game account, insufficient permissions, or another user-side issue.
- A queued miner caused by a disclosed account/plan limit, or suspension reasonably imposed for security, abuse, non-payment, or breach.
5. Unused time and change of mind
Except for the availability remedy above, a duplicate or incorrect charge, a remedy expressly offered by Paddle, or a right required by law, we do not provide a proportional refund merely because you did not use the Service, forgot to cancel, changed your mind after use began, did not receive a particular Drop, or your external account was restricted.
6. Duplicate, incorrect, or unauthorised charges
Contact us and Paddle promptly if a plan was not activated after a completed payment, the amount or plan is wrong, a charge is duplicated, or you do not recognise it. Do not send a full card number or security code. Paddle or the payment provider may require identity and transaction checks and may suspend access while suspected fraud is investigated.
7. Statutory withdrawal and mandatory remedies
Some consumers, including qualifying EU/EEA and UK consumers, may have a 14-day statutory right to withdraw from an initial subscription transaction. That right may be lost once digital content or a service starts with the consumer’s express request and acknowledgement, where the law permits. Paddle’s current Refund Policy explains how it applies to transactions processed by Paddle.
Nothing in this Policy excludes a refund, repair, replacement, price reduction, withdrawal right, or other remedy that applicable consumer law does not permit the parties to waive. If this Policy conflicts with such a rule, the mandatory rule prevails.
8. How to request a refund
- Write to [email protected] or use the Contact form within 14 calendar days after the incident or charge, unless applicable law allows longer.
- Include the DropHarbor account email, Paddle transaction or invoice ID, charge date and amount, affected period, and a concise description. Screenshots may help, but remove passwords, tokens, cookies, and full card data.
- We aim to decide ordinary requests within 10 business days. Approved refunds are instructed through Paddle to the original payment method. Bank and payment-network processing time is outside DropHarbor’s control.
9. Chargebacks
Contacting support first is usually the fastest way to correct an issue, but this does not restrict a lawful chargeback or consumer complaint. A chargeback may cause Paddle to place the transaction under review and DropHarbor may suspend the associated paid access while the same funds are disputed. Fraudulent or abusive disputes may result in account termination and recovery of lawful costs.