Submitting a request confirms that we received it; it does not automatically approve a refund. We assess the Order, delivery history, services performed, the reason provided, and applicable mandatory law.
1. Policy overview
This Refund Policy explains when Kontackt.Net GmbH ("Kontackt", "we", "us", or "our") will consider cancellation and refund requests for software, licenses, support extensions, setup and configuration, and other services purchased through kontackt.net.
Product pages, checkout details, proposals, statements of work, and signed agreements may contain product-specific terms. Those terms apply together with this policy. Nothing here restricts a right or remedy that cannot lawfully be limited.
2. Orders covered
This policy applies to verified Kontackt Orders paid directly through the Store. It covers the amount charged for the selected item and any separately displayed setup, configuration, or support line.
Custom development, bespoke modifications, retainers, milestones, and separately contracted services are governed by their proposal, statement of work, or agreement. You may still submit a request here, and we will route it to the appropriate agreement and review process.
3. Consumer withdrawal rights
If you are an EU or EEA consumer buying at a distance, you generally have 14 days to withdraw from an eligible contract without giving a reason. Different or additional rights may apply where you live.
For digital content supplied immediately, the statutory withdrawal right may end after supply begins only where the legally required prior express consent and acknowledgement were obtained. For a service requested during the withdrawal period, a lawful proportion may be payable for work performed before withdrawal. If required consent, acknowledgement, or information was not provided, your statutory rights remain unaffected.
4. Immediate digital delivery
Kontackt products are digitally delivered. After verified payment, the Store creates the Order and license and makes protected files available in the customer cabinet. Delivery may therefore begin immediately rather than after the 14-day period.
Downloading a file, receiving a license, or obtaining account access does not remove remedies for digital content that is defective or does not conform to the contract. It may, however, affect a change-of-mind withdrawal where the legal requirements for immediate supply and loss of withdrawal were satisfied.
5. When a refund may be available
Depending on the circumstances and applicable law, the appropriate remedy may be correction, replacement, renewed access, completion of the service, a proportionate price reduction, or a full or partial refund.
6. Requests normally not eligible for a commercial refund
Outside mandatory rights, we normally do not provide a refund where:
- you changed your mind after immediate digital delivery began and any applicable withdrawal right was validly lost;
- the product works as described but is incompatible with an environment, version, third-party component, or use case that was disclosed or not represented as supported;
- the problem results from unauthorised changes, misuse, an unsupported installation, third-party code, hosting configuration, or failure to follow supplied instructions;
- you refuse a reasonable opportunity to diagnose, repair, replace, or redeliver the product;
- a setup, configuration, support, or custom service has already been performed as agreed; or
- the request involves conduct that breaches the license, including redistribution, shared license keys, chargeback abuse, or unauthorised use.
7. Setup, configuration, support, and custom work
Service charges are assessed separately from the digital item. If a service has not started, a refund may be available subject to the Order and mandatory law. If work has started at your request, we may deduct or retain a lawful amount proportionate to work already performed. Fully performed services are normally non-refundable outside defects, non-performance, an express promise, or mandatory rights.
A support extension pays for support availability during the stated period, not a guaranteed outcome for every environment. A request concerning a support extension is assessed based on the support period used, assistance provided, and applicable law.
8. Request and review process
- Sign in with the account that owns the Order.
- Select the Order and the request type, then provide concise and accurate details. A reason is optional when exercising a statutory withdrawal right.
- We confirm receipt and assign a refund request number.
- We review payment, delivery, download, license, support, and relevant communication records. We may ask for information reasonably needed to understand or reproduce an issue.
- We notify you when the request is under review, approved, not approved, or completed.
We aim to review complete requests promptly. Complex technical, fraud, tax, or payment-provider checks can take longer. Do not include passwords, full card numbers, API keys, or other secrets in the request.
9. Refund method and timing
An approved refund is normally issued to the original payment method and in the original transaction currency unless another method is required or expressly agreed. We do not charge a refund-processing fee. Exchange-rate differences and fees charged independently by your bank or payment provider are outside our control.
Where a statutory withdrawal requires reimbursement, we issue it within the period required by applicable law, generally no later than 14 days after receiving a valid withdrawal notice. Other approved refunds are issued promptly after review. Stripe or your bank may require additional processing time before funds appear.
10. License and access after a refund
When an Order is fully refunded, the related license, protected downloads, updates, and unused support may be suspended or ended. You must stop using and distributing the refunded product and delete copies except where retention is required by law. A partial service refund does not automatically terminate an otherwise paid software license.
11. Chargebacks and payment disputes
Please use the request process first so we can investigate and correct the issue. A chargeback does not create additional refund rights. If a payment is disputed or reversed, we may temporarily restrict the associated license, downloads, or services while the payment provider investigates.
This section does not prevent you from using a lawful payment-provider dispute process or other remedy available to you.
12. Mandatory consumer rights
This policy is a commercial policy and cannot replace mandatory law. Legal guarantees and remedies for non-conforming digital content or services remain available. If a provision conflicts with a non-waivable right, that right controls.
This policy should be read with the Terms of Use and Privacy Policy. Refund-request information is used to administer the Order, prevent fraud, comply with legal and accounting duties, and resolve claims.
Customer request