Refund Policy
The intended free beta has no new purchases or automatic paid upgrade. This draft describes historical paid transactions and any separately enabled future paid service; it does not offer paid checkout during the beta.
There is no payment to refund for the free-beta allowance. If an export fails or your balance looks wrong, contact support so we can investigate; this is not a promise of an automatic credit refill. The paid-transaction sections below do not enroll free-beta users in billing or reduce any mandatory rights.
1. Who handles the payment
Paddle sells the paid product to the buyer, collects payment and applicable transaction taxes, provides the invoice or receipt, and makes the final payment-side refund. The applicable Paddle Buyer Terms and Paddle Refund Policy form part of the purchase process.
Kerfloom provides the product and first-line technical support. If Kerfloom agrees that a refund is appropriate, it requests or supports the adjustment through Paddle; it does not send a separate direct repayment that bypasses the original transaction.
2. Cancellation is not a refund
You may cancel a Pro subscription through Account & sync → Plans and credits → Open Paddle billing. Cancellation prevents the next renewal and normally takes effect at the end of the current paid billing period. It does not automatically refund the current period.
After cancellation, previously licensed exports remain usable, saved projects remain available subject to the account and retention terms, unused non-expiring pack credits remain on the account, and unchanged previously entitled artifacts remain downloadable while retained.
3. When to request a refund
Contact Kerfloom promptly when:
- a completed payment did not grant the purchased pack or Pro entitlement;
- a persistent technical defect prevents the purchased export or paid feature from working as described;
- you believe a duplicate or incorrect charge occurred;
- you want to exercise a statutory withdrawal, cancellation, conformity, or refund right that applies where you live; or
- another exceptional circumstance warrants review.
First use Help and feedback in Kerfloom Studio or email support@kerfloom.com so Kerfloom can investigate delivery. Include the account email, Paddle transaction or invoice reference, date, purchased offer, and a concise description. Never send a complete card number, security code, password, or account token.
Kerfloom investigates duplicate or unauthorised charges and persistent non-delivery or material defects. It will first try to restore the purchased entitlement or correct a technical failure; if that cannot reasonably resolve the problem, Kerfloom will support an appropriate Paddle refund. Change-of-mind requests remain subject to Paddle’s policy and mandatory local rights.
If Kerfloom cannot resolve the issue, or you prefer to contact the seller directly, use Paddle buyer support at paddle.net.
4. How approved adjustments affect access
- Full export-pack refund
- When Paddle reports an approved full refund or chargeback, Kerfloom reverses up to the 10 credits granted by that transaction, never taking the pack balance below zero. If some credits have already been consumed, the case may require manual review.
- Partial pack adjustment
- Handled manually because a ten-credit pack cannot always be divided accurately from payment data alone.
- Subscription refund
- Payment adjustment alone does not guess subscription access. Pro follows the authoritative Paddle subscription status and billing period.
- Chargeback
- May place the account and related entitlement under review. A later authoritative reversal restores only entitlement Kerfloom actually removed.
5. Consumer withdrawal and mandatory rights
Your cancellation, withdrawal, defect, and refund rights depend on the product type, where you live, when performance began, and the consent or acknowledgement collected at checkout. Immediate access to digital content or a digital service can affect a withdrawal right only where the legally required conditions are satisfied.
Legal and checkout review requiredDo not replace Paddle’s location-specific buyer flow with a blanket “no refunds” statement. Before live sales, confirm how Paddle presents immediate-performance consent, statutory withdrawal information, renewal reminders, and country-specific terms for every intended customer territory.
Nothing in this policy limits rights for a product that is faulty, materially not as described, not supplied, or otherwise protected by mandatory law.
6. Decision and repayment timing
Kerfloom normally acknowledges refund and product-support requests within two business days measured in Europe/Belgrade time and excluding Serbian public holidays. It communicates whether the case is being investigated, corrected, referred to Paddle, approved, rejected, or awaiting payment-network processing.
Paddle decides and processes payment-side refunds under its policy and applicable law. An approved refund normally returns through the original payment method; bank and payment-network timing may vary. Paddle provides the authoritative status.
7. Fraud and abuse
Kerfloom and Paddle may investigate evidence of unauthorised payment, fraud, refund abuse, chargeback abuse, or manipulation. This does not remove legitimate consumer rights. Contact support before filing a chargeback when possible so delivery or billing errors can be investigated without delay.
8. Contact
Product and refund support: Help and feedback in Kerfloom Studio or support@kerfloom.com. Payment support is also available through Paddle Buyer Support.
Paid-service reviewSerbian complaint routes, worldwide withdrawal rights, and Paddle’s live immediate-performance/renewal presentation require review before paid-service approval. The free beta offers no new purchases. The operator's contact-publication decision is recorded in the internal launch register.