Refunds and cancellation

Two separate policies

This page brings together two policies. The “Subscription” part is for merchants who use the Innovae software. The “Purchases” part is for buyers who paid for an order on an Innovae payment page.

Subscription: for merchants

This part applies to the subscription that INNOVAE SASU invoices merchants for the use of the software. It is part of the Terms of use.

A1. Cancelling

You cancel at any time from your workspace or by writing to the address below from your account email. No minimum term, no cancellation fee. Cancellation takes effect at the end of the current month; the software stays available until then. You then have thirty days to export your data. Amounts owed to you for your sales are paid out under the merchant agreement.

A2. Changing plan

Moving to a lower plan takes effect the following month. Moving to a higher plan takes effect immediately, with the difference for the current month calculated pro rata.

A3. When the subscription is refunded

Billing error: wrong amount, double charge, or charge after a confirmed cancellation. We refund the difference as soon as the error is established.

Unavailability: if the software was unavailable for more than twenty-four consecutive hours in a month for a reason attributable to us, we credit the corresponding share of the subscription on request.

Service ended by Innovae: amounts paid in advance for the unused period are refunded.

Outside these cases, subscription months already billed are not refundable, since the service has been provided. The commission on a sale refunded to the buyer is dealt with in the merchant agreement.

A4. Asking for a subscription refund

Write to contact@innovae.io giving the name of your workspace, the invoice number, and the reason. We acknowledge receipt within one business day and reply within ten business days. An accepted refund is made to the payment method used for the invoice within ten business days of the agreement.

Purchases: for buyers

Innovae is the seller of your order, on behalf of the merchant named on the payment page. Innovae is the one who refunds you. This part supplements the Terms of sale.

B1. Withdrawal

You have fourteen days from receipt to change your mind, under the conditions and with the exceptions set out in the Terms of sale. We refund the price and standard delivery charges within fourteen days of your request; the refund may be deferred until the product is returned or proof of its shipment is provided.

B2. Order not received

If the order has not arrived within the time announced, write to us. We check the tracking with the merchant and the carrier. Without delivery within the additional time agreed with you, we refund the order in full.

B3. Defective or non-conforming product

Write to us with a photo and a description of the problem. Depending on the case, we arrange replacement, repair, or a refund, under the legal guarantees. Return costs are then ours to pay.

B4. Asking for a purchase refund

Write to contact@innovae.io giving your order number and the reason. We acknowledge receipt within two business days. An accepted refund is made to the payment method used for the order, within fourteen days.

B5. Disputing a payment with your bank

We invite you to write to us before disputing a payment with your bank: most situations are settled faster directly. If a dispute is opened, Innovae responds to it as seller.

Contesting a decision

If you contest a decision, reply to our email to ask for a review; we reply within ten business days. Merchants then refer to the “Governing law and disputes” article of the Terms of use, buyers to the “Complaints and mediation” article of the Terms of sale.

Contact

INNOVAE SASU, 47 rue Vivienne, 75002 Paris, France. Email: contact@innovae.io. Phone: +33 7 56 83 05 65.

Update

Last updated: November 5, 2026.