Refund Policy

This Refund Policy applies to all purchases made through Primer — purchases from sellers on the platform as well as Primer's own SaaS fees for the use of the platform. Payments and refunds for Primer's subscription plans are processed by Paddle.com Market Limited, acting as Merchant of Record. Refunds are always issued through the payment provider that processed your purchase, to your original payment method. This policy explains when you are entitled to a refund and how to request one.

When you are entitled to a refund

You are entitled to a full refund if: (a) your order was not delivered — for digital products, if delivery did not occur within 24 hours of payment confirmation; (b) the product you received differs materially from its description on the product page; (c) the product is defective and the seller cannot provide a working replacement or fix within a reasonable time; (d) you were charged twice or charged an incorrect amount for the same order; or (e) the seller cancels your order, for example due to unavailability or a pricing error.

How to request a refund — marketplace purchases

For purchases from sellers on the platform (processed via Stripe): please contact the seller first, using the contact details shown on the product page or in your order confirmation email. State your order number, the email address used at checkout, and the reason for your request. The seller must respond within 14 days. If the seller does not respond or you cannot reach a resolution, contact us at the email address given in the Imprint — we will review the case and, where the conditions of this policy are met, instruct the refund directly through the payment infrastructure. This section does not apply to Primer subscription purchases — for those, contact Paddle or us directly as described below.

Processing & timelines

Approved refunds are always issued to the original payment method by the payment provider that processed your purchase. Once a refund has been initiated, it typically appears on your statement within 5–10 business days, depending on your bank or card issuer. You will receive an email confirmation when the refund has been initiated. Refunds cannot be paid out to a different payment method or in cash.

Primer subscription — Paddle as Merchant of Record

Primer's own charges are exclusively SaaS fees for the use of the platform — subscription plans and, where applicable, usage-based fees. Payments and refunds for these purchases are processed by Paddle.com Market Limited, Judd House, 18-29 Mora Street, London, EC1V 8BT, United Kingdom, acting as Merchant of Record. Paddle provides the checkout and appears on your statement and invoice. We offer a 14-day money-back guarantee on subscription purchases: request a refund within 14 days of purchase — directly via Paddle's buyer support at paddle.net or by emailing the address in the Imprint — and you will receive a full refund of that payment, issued by Paddle to your original payment method. Usage-based fees are refunded where they were charged in error.

Cancelling your subscription

You can cancel your subscription at any time. The cancellation takes effect at the end of the current billing period: you keep full access until that date, and no further renewals are charged. Amounts already paid for the current period are not refunded pro rata — your statutory rights and the 14-day money-back guarantee remain unaffected. If a renewal is charged after you have cancelled, that payment will be refunded in full.

Statutory rights

Nothing in this policy limits your statutory rights. If you are a consumer in the EU, you have the right to withdraw from a purchase within 14 days under Directive 2011/83/EU — the procedure, and the exception for digital content delivered immediately with your express consent, are described in the Right of Withdrawal notice. Your statutory warranty rights against the seller for defective goods and services also remain unaffected.