Refund Policy

This Refund Policy applies to paid software licenses and subscriptions for Raven Logics products (including Signalbox and MaskRaven) sold through our customer portal and checkout. Payments are processed by our Merchant of Record, Paddle.com Market Limited (“Paddle”).

1. Who processes refunds

Paddle is the Merchant of Record for purchases. Refund requests are handled according to this policy and Paddle’s checkout terms. Invoices, payment methods, and subscription cancellation tools are available via the customer portal (Manage billing) and Paddle’s customer portal after purchase.

License access: When a refund or chargeback is approved, we suspend the related software license so the product returns to the free tier. A refund returns payment; it does not leave a paid Pro license active. (Cancellation of a subscription without a refund is different: see §4 — you keep Pro until the end of the paid period.)

2. Digital goods and trial

Our products are digital software licenses. Before buying, please review product pages and documentation. Where a free tier or evaluation path is offered, we encourage you to try it first.

3. Refund window

Unless a longer period is required by applicable consumer law, you may request a full refund within 14 days of the original purchase (or the start of a new paid subscription period) if the product is materially defective or does not work as described and we cannot resolve the issue within a reasonable time.

We may also approve goodwill refunds at our discretion for other cases within that window.

4. Subscriptions

• You can cancel auto-renewal at any time via Manage billing. Cancellation stops future charges; it does not automatically refund the current period.
• If you cancel within the refund window and meet the criteria in §3, you may request a refund of the last charge.

5. Non-refundable situations

Refunds are generally not available when:

• The refund window has expired (except where mandatory law requires otherwise)
• The license was used extensively and the product works as described
• The request is based on change of mind after substantial use, without a defect
• The purchase was fraudulent or in violation of our Terms

6. How to request a refund

1. Email [email protected] (or the support address on your receipt) with your order/transaction ID, purchase email, and a short description of the issue.
2. You may also contact Paddle support using the link on your Paddle receipt.

We aim to respond within a few business days. Approved refunds are issued by Paddle to the original payment method; timing depends on your bank or card issuer.

7. Chargebacks

Please contact us before opening a chargeback so we can help. An approved chargeback is treated like an approved refund: the related license is suspended and Pro access ends (see §1). Unresolved or abusive chargebacks may also result in permanent account restrictions under our Terms.

8. Consumer rights

Nothing in this policy limits any non-waivable rights you have under applicable consumer protection law (for example, EU/UK distance selling rights where they apply).

9. Changes

We may update this policy by posting a revised version with a new “Last updated” date. The version on this page applies to purchases made after that date.

10. Contact

Raven Logics
[email protected]
Portal: portal.ravenlogics.com

Related: Terms of Use · Privacy Policy