Refunds
Refunds and complaints
Last updated 31 August 2026
Quanlio is sold through Paddle, which acts as Merchant of Record for every purchase. That means Paddle is legally the seller, Paddle takes the payment, and Paddle issues any refund. This page sets out what you are entitled to, how to ask for it, and how long we take to answer. It sits alongside the terms of service.
14 days to change your mind
If you are in the UK, the EU or EEA, or Switzerland, you have a statutory right to withdraw from the purchase within 14 days of being charged. You do not have to give a reason, and it is a right rather than something we grant.
Other countries have their own windows: 7 days in Canada, Brazil, South Korea and China, 5 days in Singapore, among others. Paddle applies whichever one covers you.
How to ask for one
Email hello@quanlio.com from the address on your account and say you want a refund. That is the whole process. There is no form and no retention call.
You can also go straight to Paddle, and for a refund that is often faster because they are the ones who issue it. paddle.net handles payment details, cancellations and refund requests for the purchase, and help@paddle.com is Paddle's buyer support. The money goes back to the original payment method; how long it then takes to appear depends on your bank or card issuer rather than on us or on Paddle.
Cancelling
Cancelling and refunding are different things, and cancelling is the one you can do yourself at any time. You can cancel Pro from Settings inside the app, or at paddle.net using the email you bought with. The second one works even if the app is down. Cancelling stops the next renewal: your access continues to the end of the period you have already paid for, and then the account drops back to Free.
Nothing is deleted when that happens. Your trades, journal entries and tags stay where they are, and you can export your trades to CSV from Settings whenever you want, on either plan.
Cancelling does not by itself refund the period you are already in. If you want that as well, ask (see above).
Outside the withdrawal window
Once your withdrawal period has passed, a refund is considered case by case rather than automatic, and the decision sits with Paddle as Merchant of Record. The general position is that a month you have already had the service for is not refunded.
Two things we will always take up on your behalf, whatever the date: you were charged after cancelling, or Quanlio was broken in a way that stopped you using what you paid for. Neither of those is a refund we would argue about, and the second one is a bug we want to hear about regardless.
Email us either way. We would rather fix something that went wrong than stand on a date.
Complaints
If something has gone wrong (the product, the billing, or the way we handled something), email hello@quanlio.com with "Complaint" in the subject line, so it does not sit in the ordinary queue.
We acknowledge every complaint within 2 business days, and we aim to resolve it within 10 business days. If one is going to take longer than that, we will tell you before the ten days are up and say what we are waiting on.
Quanlio is run by one person, so those are turnaround times that can actually be met rather than the fastest-sounding ones we could put on a page.
If you are still not satisfied
If we have not resolved your complaint, or you disagree with how it ended, you are not out of options:
- Take it to Paddle. As Merchant of Record, Paddle can act on the payment independently of us, and can issue a refund whether or not we agree: help@paddle.com, or paddle.net for the purchase itself.
- Your bank or card issuer has its own dispute process, and using it is your right.
- Consumer-protection law where you live applies to the purchase, and nothing on this page limits it.
Changes to this page
If this policy changes, the new version is published here and the date at the top moves with it. A change never applies backwards to a charge you have already made.