1. The promise
If a desk9 product is not what you expected, you get your money back — every cent, within 14 days of the purchase. This applies to first purchases and to renewals. You do not need to give a reason, though we always appreciate hearing what went wrong.
2. How to request a refund
Write to us via the support page (or simply reply to your purchase email) from the email address you bought with, and mention which product it concerns. That’s it. Refunds are processed by Paddle, our Merchant of Record, back to your original payment method — typically within 5 to 10 business days, depending on your bank.
3. What happens after a refund
Your license for the refunded product is deactivated: updates and support stop, and the download is removed from your account. The free version of the product — where one exists — keeps working, and nothing breaks on your site.
4. Renewals
We email you 7 days before every renewal, so an unwanted charge should never happen in the first place. If one slips through anyway, the same 14-day window applies. To avoid future renewals, cancel any time from your account — your subscription keeps running until the end of the paid term.
5. Your statutory rights
If you are a consumer in the EU, you have a statutory 14-day right of withdrawal. This policy is designed to meet and exceed it — one email is all it takes, no forms required. Your statutory rights remain unaffected in any case.
6. Fair use
We keep this policy generous because almost everyone is honest. Repeated cycles of buying, using and refunding the same products may lead us to decline further orders.