Paddle
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Refused Refund for an Instant Mistake – Ignoring UK Consumer Law
I made a genuine mistake by clicking their upgrade prompt, thinking it unlocked 4K export. I already had a Business licence, and within minutes of realising the upgrade didn’t do what the wording implied, I contacted them to cancel it. I never used a single feature of the upgrade. Despite notifying them immediately on the same day, they refused a refund and tried to hide behind their internal terms. Under the UK Consumer Contracts Regulations 2013, a consumer has a 14-day right to cancel digital purchases unless they are clearly informed beforehand that this right will be waived — and they must explicitly agree to that. I was shown no such notice, no waiver, and no agreement. Their refusal to refund is a clear breach of UK consumer rights. I have now escalated the matter to Trading Standards, the CMA, and PayPal for further action. Companies operating in the UK cannot opt out of the law simply because it suits them. A legitimate, immediately-reported error should have been resolved instantly. Instead, they chose to keep money for an upgrade I neither needed nor used. Extremely poor practice, and I would strongly advise caution before purchasing anything from them.