Refund Policy | Paper Bark

Refund Policy Overview

This Refund Policy applies to purchases of Paper Bark one-time software licences and related digital services made through paperbark.eu.

The operator of Paper Bark is:

Operator: Paper Bark
Business address: Na Luzci 693/2, 160 00 Praha, Czechia
Contact email: info@paperbark.eu

1. Digital Product

Paper Bark is downloadable desktop software supplied electronically. We do not ship a physical product to the customer.

Because Paper Bark is a digital product, there is no physical item to return. Any references to “returns” relate to deactivation of a software licence and, where applicable, the issuing of a refund.

2. Free Trial

Paper Bark currently offers a 7-day trial before a customer decides whether to purchase a one-time paid licence.

When the customer activates the trial, Paper Bark will display any applicable limitations, payment requirements, and expiry conditions.

However, a free trial has no cash value, and customers cannot exchange it for money.

3. Right of Withdrawal for EU Consumers

Consumers located in the European Union may have the legal right to withdraw from an online purchase within 14 days of entering into the contract, without providing a reason.

However, where the customer requests immediate access to Paper Bark and expressly acknowledges that the software licence or digital content will be supplied before the withdrawal period expires, the customer may lose the right of withdrawal once the software has been downloaded, activated, accessed, or otherwise supplied.

However, this exception applies only when Paper Bark has validly obtained the required consent and acknowledgement.

In any case, nothing in this refund policy limits any mandatory consumer rights available under applicable law. For general information about EU withdrawal rights, see the official Your Europe guidance on returns and withdrawal.

4. Refund Eligibility

For example, Paper Bark may issue a refund in the following circumstances:

The customer received more than one charge for the same purchase.
The customer completed payment but did not receive the licence or access.
The customer cannot activate a valid licence because of a fault attributable to Paper Bark.
A serious technical problem prevents the software from functioning as described, and our support team cannot resolve it within a reasonable period.
The software or digital service does not conform to the applicable contract or legal requirements.
Applicable consumer-protection law requires a refund.
Alternatively, Paper Bark may approve a refund as an exception after reviewing the circumstances.

Before requesting a refund for a technical problem, customers may need to provide relevant information and allow our support team a reasonable opportunity to investigate and resolve the issue.

5. Non-Refundable Circumstances

Except where the law requires a refund, Paper Bark will generally not provide refunds when:

The customer changes their mind after downloading, activating, or accessing the software.
The customer no longer needs or wishes to use the software.
The customer purchased the wrong licence without contacting us before activation.
The customer’s device does not meet the published system requirements.
The issue results from unsupported third-party software, hardware, operating systems, or modifications.
The customer fails to install available updates needed for the software to function correctly.
The customer violates the Terms of Use or licence conditions.
The customer has substantially used the software during the licence period.

However, this section does not affect statutory rights relating to faulty or non-conforming digital products.

6. One-Time Licence Purchases

Paper Bark currently uses a one-time licence model and does not automatically renew or rebill the licence.

After cancellation:

There is no recurring renewal charge for the current one-time licence.
A valid paid licence continues according to its licence terms unless it is refunded, revoked for misuse, or otherwise terminated under the Terms and EULA.
Cancellation does not automatically create a right to a refund for the remaining portion of the current billing period.
In all cases, Paper Bark will still honour any refund that the law requires.

Customers are responsible for cancelling before the renewal date if they do not wish to be charged for the next billing period.

7. Duplicate or Incorrect Charges

Because the current licence does not automatically renew, customers should promptly report unexpected repeat charges. A refund may be appropriate where:

The customer received the same renewal charge twice.
The payment record shows a duplicate or incorrect transaction.
The payment process resulted in an error.
Applicable law requires a refund.
Paper Bark approves an exception after reviewing the request.

Therefore, customers should contact us promptly after noticing an unexpected renewal charge.

8. Accidental or Duplicate Purchases

If you make an accidental or duplicate purchase, contact us as soon as possible at info@paperbark.eu.

Meanwhile, please do not activate or use the additional licence while Paper Bark reviews the request. If we confirm a duplicate or accidental purchase, we may cancel the unused licence and issue a refund.

9. Technical Problems

If Paper Bark does not install, activate, or function as expected, contact us before requesting a refund.

Please include:

The email address used for the purchase.
Your order or transaction number.
The licence type purchased.
Your operating system and version.
A description of the problem.
Relevant screenshots or error messages.
Any troubleshooting steps already attempted.

First, we will attempt to resolve the problem through troubleshooting, updates, licence correction, or another appropriate remedy.

10. How to Request a Refund

Please send refund requests to:

Email: info@paperbark.eu
Subject: Paper Bark Refund Request

To help us review the refund request, please provide:

Your full name.
The email address connected to your Paper Bark account.
Your order or transaction number.
The date of purchase.
The licence purchased.
The reason for the request.
Any supporting screenshots or documents.

However, submitting a request does not guarantee refund approval. We will assess each request according to this refund policy and applicable law.

For related purchase and licence rules, see the Paper Bark Terms and Conditions. If you need help before requesting a refund, contact Paper Bark support.

11. Refund Processing

When we approve a refund:

We will normally issue the refund to the original payment method.
We aim to initiate the refund within 14 days of approval or within any shorter period required by law.
However, the customer’s bank, card provider, or payment service may require additional time to display the refund.
Transaction, currency-conversion, or banking fees charged by third parties may not be recoverable from Paper Bark unless required by law.

12. Effect of a Refund

After we issue a full refund:

Paper Bark may cancel or deactivate the related licence.
Access to paid features and associated cloud services may end.
The customer must stop using any refunded licence.
Locally stored screenplay files remain the customer’s responsibility.
Paper Bark will handle cloud-stored data according to the Paper Bark Privacy Policy and applicable retention rules.

Therefore, customers should export or back up any files they are legally entitled to retain before their access ends.

13. Purchases Through Third Parties

If a customer purchases Paper Bark through a third-party marketplace, reseller, payment platform, or app store, that provider’s refund process and terms may govern the refund request.

In that case, where required, customers must submit the request directly to the platform that processed the payment.

14. Fraud, Misuse, and Chargebacks

Paper Bark may refuse a discretionary refund where there is evidence of:

Fraudulent activity.
Licence sharing or unauthorised resale.
Abuse of free trials.
Repeated purchases and refund requests.
Attempts to retain access after receiving a refund.
Violation of the Terms of Use.

Customers should contact us before starting a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.

However, this does not prevent customers from exercising rights available through their bank, payment provider, or applicable law.

15. Changes to This Policy

We may update this Refund and Returns Policy when our products, payment processes, or legal obligations change.

The updated version will be published on this page with a revised “Last updated” date. Changes will not reduce any rights that have already arisen under applicable law.

Paper Bark Refund Policy