Refund and Returns Policy

Overview

This Refund and Returns Policy applies to purchases of Paper Bark software licences, subscriptions, and related digital services made through paperbark.eu.

Paper Bark is operated by:

Legal business name: Paper Bark
Registered address: Prague, Czechia
Contact email: info@paperbark.eu

1. Digital Product

Paper Bark is downloadable desktop software supplied electronically. No physical product is shipped to the customer.

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

2. Free Trial

Where Paper Bark offers a free trial, customers may use the software for the stated trial period before purchasing a paid licence or subscription.

Any limitations, payment requirements, and expiry conditions connected with the trial will be displayed when the trial is activated.

A free trial has no cash value and cannot be exchanged 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.

This exception applies only where the required consent and acknowledgement have been validly obtained.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

4. Refund Eligibility

A refund may be issued in the following circumstances:

The customer was charged more than once for the same purchase.
Payment was completed, but the licence or access was not delivered.
A valid licence cannot be activated because of a fault attributable to Paper Bark.
A serious technical problem prevents the software from functioning as described and cannot be resolved by our support team within a reasonable period.
The software or digital service does not conform to the applicable contract or legal requirements.
A refund is required under applicable consumer-protection law.
Paper Bark approves the refund as an exception after reviewing the circumstances.

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

5. Non-Refundable Circumstances

Except where required by law, refunds will generally not be provided where:

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 or subscription 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.
A subscription period has already started and the customer is requesting a refund only for unused time, unless required by law.

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

6. Subscription Cancellation

Monthly and yearly subscriptions may be cancelled before the next renewal date.

After cancellation:

The subscription will not renew for another billing period.
The customer may continue using the paid features until the end of the current subscription period, unless the account is terminated for a violation of the applicable terms.
Cancellation does not automatically create a right to a refund for the remaining portion of the current billing period.
Any refund required by law will still be honoured.

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

7. Renewal Payments

Subscription renewal payments are generally non-refundable after the new billing period has started, except where:

The renewal charge was duplicated.
The subscription had already been validly cancelled before renewal.
The payment was processed incorrectly.
A refund is required under applicable law.
Paper Bark approves an exception after reviewing the request.

Customers should contact us promptly after noticing an unexpected renewal charge.

8. Accidental or Duplicate Purchases

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

Please do not activate or use the additional licence while the request is being reviewed. Where a duplicate or accidental purchase is confirmed, 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.

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

10. How to Request a Refund

Refund requests must be sent to:

Email: info@paperbark.eu
Subject: Paper Bark 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 or subscription purchased.
The reason for the request.
Any supporting screenshots or documents.

Submitting a request does not guarantee that a refund will be approved. Each request will be assessed according to this policy and applicable law.

11. Refund Processing

When a refund is approved:

The refund will normally be issued to the original payment method.
We aim to initiate the refund within 14 days of approval or within any shorter period required by law.
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 a full refund is issued:

The related Paper Bark licence may be cancelled or deactivated.
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.
Cloud-stored data will be handled according to the Paper Bark Privacy Policy and applicable retention rules.

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

13. Purchases Through Third Parties

Where Paper Bark is purchased through a third-party marketplace, reseller, payment platform, or app store, refund requests may be governed by that provider’s refund process and terms.

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.

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.