1. 14 days from purchase
We will honor a refund request made within 14 days of purchase, provided the actual order can be identified. We may verify a request where fraud, abuse or duplicate requests are suspected; verification does not reduce your statutory rights. You do not need to wait for a defect or explain why the extension did not suit you.
The 14-day window is a customer-friendly policy on top of your statutory rights. It does not replace or shorten any longer period or stronger right that mandatory consumer law gives you.
2. How to request a refund
Use either route:
- Paddle receipt help. Open the help link on your Paddle receipt, or go to https://paddle.net/ and look up the order. Paddle is the seller of record for the payment and can process the refund.
- The Visorn support form. Open github.com/pokipoi/visorn/issues/new and say that you are requesting a refund. Ask for a private channel; we will arrange how to confirm the order without exposing your details.
Do not post private payment data in a public issue — no card numbers, bank account details, full receipts or identity documents. The support form is public. Mention only that you are requesting a refund and how to reach you privately.
3. What a refund does
An approved refund revokes the paid licence. The extension stops being licensed after the refund, and the entitlement can no longer be activated or refreshed.
A refund does not delete your files, projects, local task board or settings. Those stay on your machine and remain yours. If you later buy a licence again, the local board is still there.
Model usage is charged separately by the provider you configured. Visorn cannot refund charges collected by your model provider, and those charges are outside this policy.
4. Processing
Submitting a request does not itself trigger a refund. Paddle, as seller of record, processes approved refunds to the original payment method. The time it takes to appear depends on the payment method and the bank; it is not controlled by Visorn. Applicable taxes are handled with the refund as required by law.
If a refund request is declined, the reason will be explained through the channel used for the request. A declined request does not remove any statutory right you have.
5. Statutory rights
Nothing in this policy excludes or limits a right you have under mandatory consumer law. If the law where you live gives you a longer cancellation period, a remedy for a faulty product or another right, that right applies. There is no blanket waiver of rights.
6. Requests after 14 days
If more than 14 days have passed, you can still contact support. Statutory rights continue to apply. A refund after the 14-day window is not guaranteed by this policy.
7. Contact
For a refund question, use Paddle for the payment itself or the Visorn public support / contact form (GitHub) for anything else. The terms of sale and use and the privacy notice explain the rest.