Support
Write to [email protected]. It is one mailbox for everything — there is no ticket portal to sign into and no tier of support you have to be on. A reply comes within two business days, and sooner than that if something is broken rather than merely puzzling.
It helps to say which account (the address you signed up under), what you expected, and what happened instead. If it is about one reel, its link is worth more than a description of it.
- Something in the playground — A piece that will not behave, a reel that will not open, a browser it looks wrong in.
- Your account or plan — Which plan you are on, when it runs to, changing term, or closing the account.
- A charge or an invoice — A payment you do not recognise, a receipt you need again, or a tax detail on one.
- A refund — 14 days, no questions asked — the refund policy says exactly how.
Billing, receipts and refunds
Plus is sold through Paddle, which is the merchant of record: Paddle takes the card, charges the tax, sends the receipt and holds the payment method. No card number ever touches this site, which is also why Paddle can settle a billing question in one step where we would have to ask them.
- A receipt or an invoice — every confirmation mail from Paddle has a “View receipt” link, and paddle.net will find an order from the billing email or order number.
- The card on file, or the next renewal — the same link manages both, and your account page stops auto-renew in one click without any of it.
- A refund — the refund policy: 14 days, money back, no questions asked. Ask us or ask Paddle; either works.
Privacy and your data
What is stored and why is set out in the privacy notice, and an account is deleted by its owner from the account page without asking anyone. Requests about personal data go to the same support address as everything else.
Who you are dealing with
Diffreel is operated by DIFFREEL, registered at DIFFREEL. Payments are collected by Paddle.com Market Limited as merchant of record; the contract for the software itself is the one on the terms page.
Things that are not support
Most “how do I” questions are already answered, faster, by the handbook; what each plan contains is on the pricing page, row by row. If the answer is not in either, that is worth telling us too — a question we get twice is a chapter we have not written.