1 Who gives the refund
This policy is Roundout Company's, the maker of Roundout. Your payment was taken by Paddle, our merchant of record, so Paddle sends the money back, but ask us, not Paddle: we arrange the refund with Paddle for you.
2 The 14 days
You can have a full refund for any reason within 14 calendar days of the moment your order was completed, as shown on your receipt and on the order's page in the portal. You don't need to explain or prove anything.
3 How to ask
- In the portal (quickest). Sign in, open Billing, open the order and choose Request a refund. You can add a short note if you like. It opens a support request, and we answer you there. The button is there for the 14 days.
- By email. Write to support@roundout.io from the email address of your account, with your order number (on your receipt and in the portal). A plain message is enough.
We confirm that we have your request within one working day.
4 What happens next
- We ask Paddle for the refund of the whole amount you paid, taxes included, to the payment method you used. If that request doesn't go through, nothing changes and we try again.
- Your licence is revoked when we start the refund, before any money has moved: its key stops working and its PCs are freed. The next time the app opens online, it asks for a key, and this one won't start it. The landings on your PC stay there, and those already synced stay in your account, where you can still view and export them in the portal.
- Under review. Paddle may review a refund before any money moves. Until it approves, your order and your licence read Refund under review, and we email you to say so.
- Approved. We email you that the refund is issued. PayPal refunds usually clear within minutes. Card refunds usually show within 3 to 10 business days, depending on your bank. A few banks take up to 30 days to show it; that is outside our control.
- Not completed. If the refund can't be completed, no money has moved. We email you, your order reads paid again, your licence stays off and reads Refund not completed, and we contact you to put it right.
- Your account stays open. You can buy a licence again at any time, at the price then, with a new key.
5 After 14 days
Later requests are at our discretion, and we look at each one on its merits. A bug we can't fix, an update of the simulator that stops the app working for you, or a billing mistake is almost always put right one way or another. Write to support@roundout.io.
6 When we may refuse
We may refuse a refund, or reverse one, where:
- we have clear evidence of fraud, such as repeated refunds and new purchases on the same payment method or devices, or an organized sharing of keys;
- you were already refunded for a Roundout licence in the past 12 months;
- the payment is the subject of a chargeback with your bank; or
- the law forbids or limits the refund.
None of this applies where the consumer law that protects you gives you a right to a refund.
7 Chargebacks
If something is wrong, please write to us first: almost every problem is solved by a refund or by helping you fix it. If you go to your bank without contacting us, we may suspend your account while the chargeback is open. If it is decided in your favor, your licence is revoked as with a refund.
8 A charge you don't recognize
If you see a charge from Paddle for Roundout that you don't recognize, email support@roundout.io with its date and amount. We look into it with Paddle and either refund a duplicate or show you the purchase it belongs to.
9 Keys bought from a reseller
If you bought your key from a reseller, the reseller took your payment, so ask it for a refund under its own terms. Once it confirms the refund to us, the key is revoked.
10 Price changes
If the price drops later, for example in a promotion, we don't refund the difference: the price you paid was the price at the time.
11 Your rights as a consumer
Consumer laws in many countries, including the European Union and the United Kingdom, give you a right to cancel an online purchase within 14 days, which you may lose for software once you start downloading it, if you agreed to that at checkout. We never rely on that during the 14 days. Where the law that protects you gives you a longer time or other rights, that law applies.
12 Contact
For refunds and questions about them: the portal (Billing, then the order) or support@roundout.io.