our standard reply window is the same working day for european and israeli hours; the same evening for american hours; the next morning for everything sent on saturdays and sundays. the founder reads the inbox first thing in the morning, again at lunchtime, and again before the laptop closes. if the servers are on fire, the team prioritises fixing the fire over replying to email, and you may notice a four-to-six-hour gap; once the fire is out, the inbox catches up.
refund requests are processed the same day they arrive. paddle is the merchant of record, the refund is a one-line email plus a one-click action in our paddle dashboard, and the money lands back on the original card within three to five business days depending on which bank you use. there is no "please tell us why you want to cancel" interrogation; the question is rhetorical, the cancel button is the cancel button. if you want to tell us why, the email reply box is right there.
technical bug reports get faster replies the more useful the report. a one-line "it doesn’t work" gets a polite "could you tell me what you tried, what you expected, and what happened instead" within the hour, then a real reply once you write back. a useful report — steps to reproduce, the actual error message, what browser and operating system — usually gets a real reply within the first response. we appreciate the second kind disproportionately; we do not pretend we are unaffected by it.
finally: there is no support sla. there is no enterprise tier with a separate inbox and a higher priority. paying customers and free-tier users wait in the same queue; the founder cannot tell which is which without checking the paddle dashboard, and usually does not bother. fast, honest, same-day replies are how we treat everyone or how we treat no one; we picked the first option in 2024 and have not had a reason to revisit.