Purchases are processed by Paddle, our reseller and merchant of record. Paddle takes the payment, issues the refund, and pays it back the way you paid. Because Paddle is the seller of record, the refund is ultimately Paddle's to issue - this page sets out when you are entitled to one and how to ask, and nothing here limits a stronger right your local law gives you.
Your right of withdrawal
Where your country grants an unconditional right to withdraw from a digital purchase, that right applies in full and overrides anything below. Paddle applies the highest standard across each country; the statutory windows are:
- EU/EEA, Switzerland, United Kingdom, Turkey and Israel - 14 days from the purchase.
- South Korea, Brazil, China and Canada - 7 days from the purchase.
- Singapore - 5 days from the purchase.
The window covers a one-off purchase and the first payment of a subscription; later renewals are not covered - except that a UK annual subscription reopens a 14-day window each time it renews, and a free trial reopens one for 14 days after the trial ends.
Your licence is delivered the moment payment clears, with your consent to that at checkout. The statutory window stays open for the full period unless, during it, you have started activating or using the software - that is what ends the right to withdraw, not the purchase itself. A licence you have not touched can still be withdrawn for a full refund; one you have activated and used cannot, beyond the goodwill refund below.
If it turns out not to suit you
Outside those statutory windows there is no automatic right to return digital content once it is delivered - but ask anyway. Paddle offers a discretionary refund on a request made within 14 days of purchase, judged case by case, and we will gladly back a refund for a licence that has not been meaningfully used. A request inside the 14 days is not a guarantee, but we would far rather refund a purchase than keep an unhappy customer's money.
Faulty products
If the software has a defect, consumer law applies and nothing on this page can shrink it. For Norwegian buyers that is the Act on the Supply of Digital Services (digitalytelsesloven); buyers in the EU/EEA have the equivalent rules of their own country, since the same EU directive stands behind both, and buyers elsewhere keep the mandatory protections of their home law. The order the law sets: we get a fair chance to fix the defect first; if we cannot, or fixing takes unreasonably long, you may demand a price reduction or cancel the purchase for a refund. Two conditions frame a fault claim, and neither is ours to invent: the defect must have been in the product when it was delivered, and you must complain within a reasonable time of discovering it - which means promptly, a matter of weeks, not a claim raised long after you noticed. Performance on a machine below the published system requirements is not a fault - the AI features ask for real hardware, which is exactly why those requirements stand beside every price.
How to ask
Because Paddle is the merchant of record, refunds are requested through Paddle:
- use the View receipt or Manage subscription link in the confirmation email Paddle sent you, or
- go to paddle.net and choose Request refund.
If the problem is a defect, contact us first - the support form on this site, or post@openhub.no from the address you bought with - so we can try to put it right; if we cannot, Paddle issues the refund in line with your consumer rights. Include your order reference from the Paddle receipt either way. Refunds go back to your original payment method, normally within 14 days of approval. A refund ends the licence - statutory withdrawal, goodwill or fault alike: the key is deactivated, and further use requires a new purchase.
Chargebacks
If a charge looks wrong, contact us or Paddle before asking your bank to reverse it - we can almost always resolve it faster. Starting a chargeback may suspend the licence while the payment provider reviews the case. This does not affect your lawful right to dispute a charge under card-scheme or consumer-protection rules.
Last revised August 2026.