What is Paddle?
"Paddle is a merchant of record that acts to provide a payment infrastructure to thousands of software companies around the world. When you buy a product or a subscription developed by one of the software companies that we provide these services for, Paddle the is one you are purchasing from and who is responsible for charging you for the product you've bought.
"If you're seeing a charge from Paddle on your bank or credit card statement, it is likely you have purchased or subscribed to a product supplied by one of the thousands of software companies in our network. If you're unsure which product or service that charge relates to, visit www.paddle.net where we can help you find the details of your transaction."
Reference: https://www.paddle.com/about/why-has-paddle-charged-me
Why is this change occurring?
At Cybrary, we want to ensure customers have the best experience possible. After receiving feedback, we determined migrating our billing systems to be in the best interest of our customers. We welcome any feedback about the new experience as well!
When can I expect the change to occur?
As of June 8th, 2023, all new subscriptions will be billed via Paddle. More information to come regarding legacy subscriptions and invoicing services.
How do I cancel my subscription?
Log into your Cybrary account and go to Manage Subscriptions. There you will see a button to Stop Automatic Billing. Please complete the cancellation survey in its entirety to confirm cancelation prior to renewal date.
Additionally, to cancel a subscription billed by Paddle, visit the support chat on www.paddle.net
You'll be asked for your email or transaction details to locate the subscription. You can also look for the link to paddle.net in an email you have received, which will automatically share your subscription order details with their virtual assistant. From there, you can manage the subscription in question.
If, for some reason, their virtual assistant isn't able to resolve your query, you will be put through to their support team, who can assist further.
Reference: https://www.paddle.com/about/cancel-subscription
Can I pause my subscription?
No, we do not pause subscriptions. You can cancel your current subscription before its renewal and continue to have full access for the remaining paid term. After cancellation, we cannot guarantee your current or previous price can be offered a second time.
If I cancel my subscription, will I get a prorated refund for the time remaining?
No, we do not provide refunds. When you cancel, you will continue to have full access until the end of the paid term.
Reference: https://www.cybrary.it/terms-service/
When do I need to cancel my subscription so I’m not charged for the renewal?
Please schedule your cancelation ahead of your upcoming renewal. If a cancelation has not been applied 24 hours prior to your renewal date, your subscription will renew automatically.
If you have issues cancelling, please be sure to reach out to our support team at support@cybrary.it for timely assistance.
Reference: https://www.cybrary.it/terms-service/
Is sales tax extra or included?
Sales tax is not included in the total subscription price. While tax is based on your current geographical location, you will be able to review the total purchase price with tax calculated at checkout before you purchase.
What payment methods are accepted?
With Paddle, debit and credit cards (including Mastercard, Visa, Maestro, American Express, Discover, Diners Club, JCB, UnionPay, and Mada) and PayPal will be accepted.
How do I change my payment method?
Log in to your account and go to Membership. Click the pink button to Manage Subscription. From there, you access a page much like our checkout page to update payment information.
What if I don’t update my payment method for renewal?
If you do not update your payment method for your renewal but have not canceled your subscription, you will have 30 days before your subscription is canceled due to non-payment. Please note, during those 30 days, attempts to collect payment will continue.
If your card is expired, your card provider will work with the retailer to update account information to prevent a lapse in access. To avoid this, we recommend you keep your payment information up to date or cancel your subscription via the in-app billing portal.
Reference: https://www.creditcards.com/education/recurring-charges-updater-1275/#:~:text=While%20contracts%20vary%2C%20consumers%20authorize,has%20expired%20or%20been%20replaced
https://www.paddle.com/legal/retain-metrics-terms-of-use
What is Profitwell - Retain?
Profitwell - Retain is our billing and payment collections manager. You may receive notifications from Profitwell - Retain in the following instances:
- If your listed form of payment is expired; or
- If your renewal payment fails due to issues with your form of payment.
Any non-billing related questions will be redirected to support@cybrary.it
Reference: https://www.paddle.com/legal/retain-metrics-terms-of-use
https://www.paddle.com/legal/retain-and-metrics-acceptable-use-policy
Please note: the listed information is subject to change without notice