Cancel Paddle: Complete Guide

What is Paddle

Overview

Paddle is an online payments and merchant-of-record platform that helps software and digital product sellers handle billing, taxes, and refunds. It acts as the seller or payment processor for purchases made through merchants that use its service.

Who uses Paddle

Software vendors, SaaS companies, and digital creators commonly use Paddle to manage subscriptions, one-time sales, and invoiced transactions. It is not a storefront like an app store; it provides payments and compliance services on behalf of sellers.

How to cancel Paddle

Cancel a purchase or order

• Contact Paddle through their "Contact Us" channel or use a model cancellation form supplied by the seller.
• State your order/invoice number, date of purchase, and whether you request cancellation or refund.
• Paddle will acknowledge receipt without delay and process refunds where applicable.

Cancel subscription services

• Cancel the subscription after the initial purchase via the merchant portal or Paddle account dashboard if available.
• Remember the 14-day statutory cancellation right applies to the initial purchase but does not automatically renew with each recurring payment.
• If the purchase was made inside an iOS App Store or Google Play app, you must use the store’s subscription management - those platforms prohibit external billing links inside apps.

What happens when you cancel

Access and service termination

If a cancellation is accepted, access to the paid product or subscription may end immediately or at the end of the paid period depending on the seller’s terms.

For subscriptions, cancelling stops future automatic renewals; it does not necessarily pro‑rate past access unless the seller’s policy allows it.

Data and account effects

Account data retention and deletion depend on the seller’s data policy, not Paddle alone. Ask the merchant whether your account or data will be deleted after cancellation.

If you need data removed, request it from the seller and copy Paddle if Paddle is the merchant of record.

Will I get a refund?

Standard refund policy

• Consumers generally have a 14-day right to cancel from the day after the transaction and receive a full refund.
• Paddle will refund all payments within 14 days using the same payment method and at no additional cost, unless an exception applies.
• Sellers using Paddle may offer discretionary refunds on a case-by-case basis beyond statutory rights.

Exceptions and practical timelines

• No full refund if digital content has already been downloaded, streamed, or used after explicit consent and acknowledgment - exceptions can apply for substantial use.
• Paddle or sellers may refuse refunds in cases of fraud, refund abuse, or manipulative behaviour, without affecting statutory consumer rights for faulty or misdescribed goods.
• Seller refunds are typically free; card refunds often process in 3 - 5 working days, PayPal up to 48 hours, but some payment methods have time limits (e.g., <120 days for cards, <179 days for PayPal).

Paddle plans and pricing

Pricing model

Paddle’s public-facing pricing is primarily transaction-fee based rather than fixed subscription rates. Example public figures have cited around 5% + $0.50 per transaction as a typical model.

Exact pricing for sellers and country-specific retail prices for buyers (including Nigeria) are not always public and may be set per merchant through Paddle’s dashboard.

Local pricing for Nigeria

There is no single published EUR or NGN retail pricing for Nigeria on public Paddle documentation for 2024 - 2025.

Sellers can create country-specific price overrides or rely on automatic currency conversion; these settings are managed by the merchant.

Your consumer rights in Nigeria

Key rights under Nigerian law

Under the Federal Competition and Consumer Protection Act (FCCPA) 2018, consumers can cancel reservations or orders and return unsafe, defective, or unsuitable goods for refunds.

The law protects consumers against unfair contract terms, such as blanket "no refund" clauses that would nullify statutory rights.

How to escalate a complaint

• Lodge complaints with the Federal Competition and Consumer Protection Commission (FCCPC) via their consumer portal or by phone.
• FCCPC contact options include phone numbers 08056002020 and 08056003030 and in-person visits to the Abuja headquarters.
• Keep copies of invoices, correspondence, and screenshots when submitting complaints or evidence.

Customer experiences

Positive experiences

Many users report fast, smooth cancellations and refunds, often processed instantly via Paddle’s chatbot or support within minutes.

Customers often praise clear communication and immediate refunds for accidental renewals or simple cancellation requests.

Negative experiences

Some merchants and users report abrupt account closures, lengthy withheld payouts, or poor transparency about risk assessments.

There are reports of stalled refunds and slow responses in certain cases; account closure and withheld funds have been a recurring complaint in some forums.

Documentation checklist

What to have when cancelling

• Order or invoice number shown on the Paddle receipt.
• Date of purchase and the email used for the transaction.
• A clear statement that you wish to cancel and whether you request a refund.

What to include for refund disputes

• Screenshots of the product description, misleading claims, or faulty behaviour.
• Any communication with the seller or support chats and timestamps.
• Bank or payment method statements showing the transaction if needed for proof.

Common mistakes

Assuming the 14-day rule resets on renewal

Many consumers assume the 14-day cancellation right applies after every automatic renewal. It typically applies only to the initial purchase; recurring renewals usually do not restart the statutory window.

To avoid unwanted charges, cancel subscriptions before the next billing date rather than expecting a new 14-day period after renewal.

Expecting app-store refunds via Paddle

Paddle cannot be used as an alternative billing mechanism inside iOS App Store or Google Play apps; those stores control in-app billing and refunds.

If you purchased via an app store, manage subscriptions and refunds through the store, not through Paddle links provided inside the app.

Comparative recap

Quick summary

The table below compares common questions about cancellations, refunds, subscriptions, and digital content exceptions between Paddle’s practice and Nigerian consumer rights.

When to escalate

If a refund is refused without explanation, or funds are withheld and communication is poor, escalate to the FCCPC and retain all evidence.

After cancelling

Next steps

• Confirm the cancellation receipt or acknowledgement from Paddle and save it.
• Monitor your bank or payment method for the refunded amount within the stated timelines.
• If the refund is not received, contact Paddle support with your documentation and escalate if necessary.

Helpful links

• Paddle Invoiced Consumer Terms
• Paddle Help Center - refunds
• Trustpilot - customer reviews
• Guide to Nigerian consumer rights and FCCPC contacts

Address

Corporate address

Paddle.com Inc., 3811 Ditmars Blvd., 1071 Astoria, New York 11105-1803, United States.

How to send formal notices

No Nigeria-specific Paddle postal address was found in public records; use the corporate address above for formal correspondence related to cancellations or legal notices.

When sending formal notices, include invoice details, dates, and all supporting evidence and send proof of delivery. If local enforcement is needed, copy your complaint to the FCCPC.