NEOMAS / LEGAL

Refund Policy

This policy explains the difference between cancelling a subscription, exercising a statutory withdrawal right and requesting a refund for a completed Neomas transaction.

1. Merchant of record

Paddle is the merchant of record and authorised reseller for paid Neomas transactions. Paddle receives the payment and processes cancellations, withdrawals and refunds under its current Refund Policy and applicable law. METAKAIHOS can help investigate product issues but does not refund buyers outside Paddle.

2. General refund rule

Except where applicable law, the Paddle Refund Policy or an express written Neomas offer provides otherwise, completed transactions are non-refundable and non-exchangeable. Paddle may review requests made within 14 days case by case; submitting within that period does not guarantee approval.

3. Statutory withdrawal rights

Consumers in the EU, UK and certain other jurisdictions may have a statutory withdrawal period for an initial purchase or first subscription payment. Eligibility and time limits depend on location and transaction type. For digital content, the right may end once download or use begins after express consent. Mandatory rights are never limited.

4. Defective or inaccessible product

If a persistent technical defect prevents access to material features described at purchase, first contact metakaihos@pm.me with the purchase email, operating system, app version and issue. If it cannot be resolved, request a refund from Paddle and include the support correspondence.

5. How to request a withdrawal or refund

Use the Manage transaction or Manage subscription link in your Paddle receipt email, or visit paddle.net and choose Request refund or the withdrawal option shown for eligible transactions. Use the purchase email and provide the transaction number and reason. Paddle must process the refund.

6. Decision, timing and payment method

Paddle verifies the transaction and eligibility. Approved refunds normally return to the original payment method. Timing follows applicable law and Paddle policy; eligible EU withdrawals are refunded within 14 days after Paddle receives the request. Banks may need additional processing time.

7. Cancellation is different from a refund

Cancelling stops future renewals and normally leaves Mneme available until the end of the paid period. It does not automatically reverse a completed payment. Cancel through the receipt link or paddle.net. Your local files remain yours and readable after cancellation.

8. Chargebacks, abuse and mandatory rights

Contact Paddle before opening a chargeback so the request can be investigated. Fraudulent, duplicate or abusive requests may be refused and access may be suspended during a dispute. This does not restrict lawful card-scheme, consumer-protection or other non-waivable rights.