Netpeak Software Refund Policy

1. General Provisions

Netpeak Software strives to ensure high quality of our services and satisfy the needs of our customers. We understand that sometimes circumstances may arise when you may need a refund. This policy is designed to provide a transparent and fair refund process for all our customers, regardless of payment method or location.


2. Right to Refund

2.1 14-day unconditional refund period (for B2C customers)

  • Individuals are entitled to a full refund within the first 14 days from the moment of their first purchase without providing any reason. This right does not extend to automatic subscription renewals. To exercise this right, contact our support service before the end of the 14-day period from the moment of your first purchase.

2.2 Refunds after 14 days

  • Refunds are usually not provided after 14 days.
  • Exceptions: We may consider refunds in the following cases:
    • Technical issues: If the product does not work properly or there are technical problems preventing its use, despite the support we provided.
    • Erroneous charge: If funds were charged erroneously or without your consent.
    • Other exceptional circumstances, which will be considered individually.

2.3 Refunds for B2B customers

  • Refund terms for legal entities are determined individually in the respective contract.

2.4 For products with a 3-day free trial access*:

  • If the user does not cancel the subscription before the trial period ends, the full subscription fee will be charged to their card.
  • In case of a refund request after automatic charging, we provide a full refund, excluding the payment system commission fee.
  • To receive a refund, contact our support service, stating the reason for the refund and providing the necessary data to identify the payment.

*For some of our products, we offer a 3-day free trial period. To access the trial period, users must provide their payment card details. During the trial period, no charge will be made to the user's card. If the user does not cancel the subscription before the end of the trial period, a paid subscription will be automatically activated, and the corresponding amount will be charged to the card. Users can cancel the subscription at any time during the trial period without being charged.


3. Automatic Subscription Renewal

  • Warning: We will notify you by email about the upcoming automatic subscription renewal no later than 3 days before the charge date.
  • Cancellation: You can cancel auto-renewal at any time before the next charge date through your account settings or by contacting support.
  • Refund: Refunds for auto-renewals are usually not provided, except in cases of erroneous charges due to incorrect operation of our billing system.

4. Refund Procedure

  1. Request: Create a refund ticket with our support service, stating the reason for the refund and providing necessary data.
  2. Review: We will review your request and inform you of the decision within 30 business days.
  3. Refund: If the request is approved, funds will be returned using the same method as the original payment.

5. Responsibilities of the Parties

  • Fees: Payment system fees may be deducted from refunds, which you will be informed about in advance.
  • VAT: When refunding, we consider the relevant VAT and other tax rules of your country.

6. Other Provisions

  • Changes: We may make changes to this policy. Significant changes will be announced in advance.
  • Legislation: This policy complies with the laws of the UK, USA, and EU. In case of conflicts, the law of your country of residence takes precedence.
  • Individual consideration: If you believe your rights have been violated, contact us, and we will consider your case individually.

7. Contacts

  • Support Service: customercare@netpeaksoftware.com

Last updated: October 7, 2024