28 Days Risk-Free. Our Commitment to You.

1. 14-Day Free Trial

Every new TheDeskMonitor account starts with a 14-day free trial on our full-featured Business plan. No credit card is required to begin. No payment is collected, and no billing obligation is created, during the trial period.

At the end of your trial you choose whether to subscribe. If you do not explicitly select a paid plan and provide payment details, your account reverts to the free Community tier automatically. You will never be charged without taking an affirmative step to subscribe.

2. 14-Day Money-Back Guarantee First Payment Only

If you subscribe to a paid TheDeskMonitor plan and are not satisfied for any reason, you may request a full refund of your first payment within 14 calendar days of the charge date.

• This guarantee applies to your first paid subscription charge only — whether that is your first monthly invoice after the trial, or your first annual invoice on a new account.
• No explanation is required. We will process the refund without question within the guarantee window.
• Following the refund, your subscription will be cancelled and paid-plan access will be revoked at the end of the refunded period.
• You retain access to the free Community tier indefinitely.

How to claim: Email [email@protected] with the subject line Refund Request — [your account email] and include your Paddle transaction ID if available. Approved refunds are processed by Paddle within 5–7 business days to your original payment method.

3. Digital Content — Early Access Waiver

TheDeskMonitor is a digital service (SaaS). Under EU Directive 2011/83/EU and equivalent UK law, consumers ordinarily have a 14-day right of withdrawal from contracts for digital content, which may be waived when the consumer expressly requests immediate access and acknowledges that the right of withdrawal is lost once performance has begun.

B2B customers (organisations subscribing on behalf of a business) are not consumers under the Consumer Rights Directive and the statutory withdrawal right does not apply to B2B contracts. TheDeskMonitor is a business-to-business service — our Terms of Service expressly exclude personal, private, or consumer use. Accordingly, the 14-day withdrawal right does not apply to TheDeskMonitor subscriptions in most cases. The 14-day money-back guarantee in Section 2 is a voluntary commercial guarantee provided in addition to, and not in substitution for, any statutory rights that may apply.

Where a subscriber is a natural person acting in a personal capacity (not in the course of a business) and the Consumer Rights Directive applies, we request that you expressly acknowledge at the time of subscribing that you request immediate access to the digital service and understand that the right of withdrawal is waived upon commencement of the service. This acknowledgement is presented at the checkout step. Our commercial 14-day money-back guarantee continues to apply regardless of waiver status.

4. Annual Billing Refunds

TheDeskMonitor offers annual billing at a reduced per-seat rate. The following rules apply specifically to annual subscription payments:

• First annual payment: The 14-day money-back guarantee in Section 2 applies to your first annual payment in full — request a refund within 14 calendar days of the charge and receive a full refund of the annual amount paid. Your access ends at the close of the guarantee window.
• After 14 days: Annual payments are non-refundable. You may cancel your annual subscription at any time to prevent automatic renewal; access continues until the end of the paid annual period. No pro-rata refund is issued for unused months within a paid annual period.
• Renewal payments: Annual renewal charges (second year and beyond) are non-refundable. Cancel before the renewal date to avoid being charged for a further annual period.
• Billing errors: If an annual renewal charge is made in error (e.g., after cancellation, or at an incorrect amount), a full refund will be issued regardless of timing. See Section 6 (Billing Errors and Duplicate Charges).

5. What Is Not Covered

Outside the 14-day money-back guarantee window on your first payment, refunds are generally not available in the following situations:

• Subsequent billing cycles: Monthly renewal charges after your first payment are non-refundable. You may cancel at any time to prevent future charges; access continues until the end of the period you have paid for.
• Change of mind after the 14-day guarantee window: Deciding not to use the product, reducing headcount, or switching to a competitor does not entitle you to a refund on payments already made.
• Partial period use: We do not issue pro-rata refunds for partial billing periods, whether monthly or annual.
• Unused features: Subscription access covers the full feature set regardless of how many features you choose to use.
• Policy or Terms violations: If your account is terminated for violation of our Terms of Service or Acceptable Use Policy, no refund will be issued.

6. Billing Errors and Duplicate Charges

If you believe you have been charged incorrectly — including duplicate charges, incorrect amounts, or charges made after cancellation — please contact us immediately. We take billing accuracy seriously and will investigate promptly.

• Confirmed billing errors will be refunded in full regardless of the billing period or the 14-day guarantee window.
• Refunds for billing errors are processed within 5 business days of confirmation through Paddle to your original payment method.
• Please include your account email, the charge amount, the charge date, and your Paddle transaction ID when reporting an error.

7. Service Outages

We are committed to high availability. In the event of significant unplanned downtime, the following applies:

• If cumulative unplanned service unavailability exceeds 72 hours in a single calendar billing period, affected subscribers are entitled to a pro-rata service credit applied to their next invoice.
• Service credits are not cash refunds and have no monetary value outside of TheDeskMonitor billing. Credits are calculated on a per-day basis for each full 24-hour period of confirmed downtime beyond the 72-hour threshold.
• Scheduled maintenance windows, force majeure events, and interruptions attributable to third-party infrastructure (including Paddle, cloud providers, and internet backbone providers) do not count toward the 72-hour threshold.
• To claim a service credit, contact us within 30 days of the affected billing period with the relevant dates and a description of the impact.

8. Paddle as Merchant of Record

All TheDeskMonitor subscriptions are sold through Paddle (Paddle.com Market Limited, registered in the Republic of Ireland, and Paddle Payments Limited, registered in the United Kingdom). Paddle acts as the Merchant of Record for all transactions — this means Paddle is the legal seller of our software subscriptions and is responsible for processing payments, issuing invoices, collecting applicable taxes (including GST, VAT, and US sales tax), and managing payment disputes.

Accordingly:

• Your payment receipt and tax invoice will be issued by Paddle, not by N.S. IT SERVICES PTY LTD.
• Paddle may issue refunds at their own discretion, independently of and in addition to this policy, in accordance with Paddle's own buyer protection policies and applicable consumer protection law in your jurisdiction. This policy sets out what we guarantee; Paddle's protections are additive.
• Refund disbursements are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your card issuer or payment provider.
• For payment disputes or issues that Paddle cannot resolve through us, you may contact Paddle directly at paddle.com/help.

9. Australian Consumer Law

N.S. IT SERVICES PTY LTD is an Australian company. Our products and services are supplied subject to the Australian Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this Refund Policy excludes, restricts, or modifies any rights or remedies you may have under the ACL that cannot lawfully be excluded.

Under the ACL, consumers have statutory guarantees including that services will be rendered with due care and skill and be fit for any stated purpose. If TheDeskMonitor fails to meet a statutory guarantee, you may be entitled to a remedy — including repair, replacement, or refund — under the ACL regardless of the terms of this commercial refund policy.

10. EU and UK Customers

European Union — Directive 2011/83/EU

Under EU consumer law (the Consumer Rights Directive, implemented in all EU member states), consumers generally have a 14-day right of withdrawal from distance contracts for digital services, beginning on the day the contract is concluded.

Because TheDeskMonitor provides a 14-day free trial that begins immediately upon account creation, before any payment is taken, the contract for paid services is only concluded when you explicitly choose to subscribe at the end of the trial and provide payment details. At that point, you have already had the full 14-day statutory withdrawal period to evaluate the service at no cost. This structure is designed to satisfy, and in practice exceed, the EU withdrawal right requirement.

Additionally, our 14-day money-back guarantee on your first payment provides a further independent refund right beyond what EU law requires for B2B customers, and meets the statutory withdrawal period for any consumer subscribers.

United Kingdom — Consumer Contracts Regulations 2013

UK consumers have a substantially equivalent 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The same reasoning applies: your free trial satisfies the statutory 14-day evaluation window before any charge is made. Our 14-day commercial guarantee meets the UK statutory requirement for any consumer subscribers.

Nothing in this policy limits statutory rights that cannot lawfully be waived or excluded under UK or EU consumer law.

11. How to Request a Refund

To request a refund, please email our support team:

Please include the following in your message:

• The email address associated with your TheDeskMonitor account.
• The reason for your request (brief — not required for first-payment guarantee claims, but helpful for billing error or outage credit claims).
• Your Paddle transaction ID, if you have it (found in your Paddle receipt email).
• The charge date and amount.

We will acknowledge your request within 2 business days. Once approved, Paddle will process the refund to your original payment method within 5–7 business days. You will receive a confirmation email from Paddle once the refund has been issued.

Chargebacks

We ask that you contact us before initiating a chargeback with your bank or card issuer. We are committed to resolving all billing disputes fairly and promptly. Initiating a chargeback without first contacting us may result in temporary suspension of your account pending investigation. We reserve the right to contest chargebacks that are not consistent with this policy.

12. Contact Us

If you have questions about this policy, your billing, or your rights, please contact us: