Refund Policy

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. When you buy a Koutei PDF plan, you buy it from Paddle.com Market Limited, which takes the payment and issues any refund, normally to the payment method you used. You can ask Paddle or us about a refund (section 7); for help using Koutei PDF itself, email support@kouteisystems.com. This policy explains when we will ask Paddle to refund you. Paddle's refund policy and buyer terms also apply.

Nothing in this policy limits rights you have under consumer law. For example, if you are a consumer in the European Union or the United Kingdom, you can usually cancel a purchase within 14 days. That right may end or be reduced once you start using the service, as described in Paddle's buyer terms. Our 14-day change-of-mind refund (section 4) applies either way.

Plans renew automatically until you cancel. You can cancel at any time in Settings. Your plan stays active until the end of the period you have already paid for, and you won't be charged again.

If you start a paid plan and change your mind, ask within 14 days of your first payment. We will ask Paddle to refund that payment in full, even if you have already used some of your credits, and we will cancel the plan so it doesn't renew. This covers the first payment when you start a plan, not later renewals.

We will also ask Paddle to refund a charge in full if:

• you were charged twice for the same thing, or charged by mistake;
• you were charged after you had cancelled;
• a fault on our side stopped you from generating documents after you paid, and we couldn't fix it within a reasonable time; or
• we charged the wrong amount because of an error in our billing.

Please ask within 14 days of the charge. We will also look at other requests case by case.

Unless the law requires it, or section 4 or 5 applies, we don't normally refund:

• the rest of a billing period after you cancel (your plan keeps working until it ends);
• unused credits, which are an allowance and don't roll over;
• a change of mind more than 14 days after the first payment for a plan, or about a renewal; or
• an account closed for breaking our terms or Acceptable Use Policy.

Email support@kouteisystems.com from the address on your account, with the date of the charge and your Paddle order number (it is in your receipt email). You can also contact Paddle directly at paddle.net. Once a refund is approved, Paddle sends it to your original payment method; how long it takes to appear depends on your bank.

If something looks wrong on your statement, please contact us or Paddle first. Most problems are quicker to fix that way than through a chargeback. If you do open a chargeback, Paddle handles it, and we may pause the paid plan on your account while it is reviewed.

See our Terms of Service for how plans and credits work, or email support@kouteisystems.com with any question.