Refund Policy

Last updated: 21 September 2026

Purchases of Mindset Audio products are processed by Paddle, which acts as the authorised reseller and handles payment and transaction documentation. Mindset Audio supplies the purchased software and provides product-related support.

This policy explains how withdrawals and refunds apply to Mindset Audio products. Transactions are also governed by the current Paddle Buyer Terms and Paddle Refund Policy.

If there is any conflict, applicable mandatory law and the Paddle terms governing the relevant transaction take precedence.

1. General refund rules

Purchases of digital software through Paddle are generally non-refundable and non-exchangeable unless:

• the buyer has an applicable statutory withdrawal right or another mandatory legal right;
• the product is defective, not as described or does not provide the functions presented at the time of purchase;
• the product was not delivered correctly;
• Paddle decides to grant a discretionary refund.

Paddle may consider a discretionary refund request submitted within 14 days of the transaction date. Submitting a request within this period does not guarantee approval. Each request is assessed individually, taking into account factors such as product use, the reason for the request and applicable law.

Nothing in this policy limits rights relating to digital content that is defective, not in conformity with the contract, not as described or not fit for the purpose for which it was offered.

2. Statutory right of withdrawal

Depending on the consumer’s country of residence, a statutory right of withdrawal may apply.

Consumers residing in the European Union, European Economic Area, Switzerland or the United Kingdom may have a 14-day right to withdraw from certain digital-content contracts, starting from the transaction date.

For digital content supplied immediately, the right of withdrawal may end once downloading, activation or other use begins, provided that during the purchase the consumer:

• expressly agreed to supply beginning before the withdrawal period ended;
• was informed that beginning supply or use would result in the loss of the right of withdrawal;
• acknowledged that information;
• received the required confirmation of the transaction and consent.

Where the required conditions have not been met, the statutory right of withdrawal may continue to apply.

The loss of a withdrawal right for correctly supplied digital content does not remove consumer rights relating to defects, lack of conformity or failure to deliver the product correctly.

3. Technical issues and product defects

If you experience a technical issue, contact Mindset Audio at info@mindset-audio.com.

Where possible, include:

• the email address used for the purchase;
• the Paddle transaction ID or receipt information;
• the product name and version;
• the Windows version;
• the DAW name and version;
• a description of the issue;
• steps that reproduce the issue;
• details of troubleshooting already performed.

Mindset Audio will take reasonable steps to diagnose the issue and provide a solution.

If a persistent and material defect prevents access to the product or use of its advertised functions, and the issue cannot be resolved, the buyer may ask Paddle to consider a refund under applicable law and the Paddle Refund Policy.

Seeking technical support does not limit any mandatory consumer rights.

4. How to request a withdrawal or refund

Withdrawal and refund requests are handled by Paddle.

You may submit a request:

• through the “Manage transaction” or “View receipt” link in your purchase confirmation email;
• through the Paddle customer portal;
• through Paddle Buyer Support by selecting the refund option.

For eligible European Union consumer transactions, the Paddle portal may display a separate “Request withdrawal” option during the applicable withdrawal period.

Mindset Audio can help diagnose product-related issues, but payment refunds are approved and processed by Paddle.

5. Refund method and timing

If a request is approved, Paddle will return the funds to the original payment method where possible.

Where a consumer validly exercises a statutory right of withdrawal, Paddle processes the refund within the time required by applicable law and its current policy.

For other eligible refunds, Paddle states that the refund will normally be processed, where possible, within 14 days after approval.

The time needed for the funds to appear may depend on the bank, card issuer or other payment provider.

6. Effect of a refund

After a full refund ending the purchase, the right to use the refunded product ends. A partial refund, including a price reduction, does not by itself end the licence.

Following such a full refund, the related licence may be revoked or deactivated, and continued use under the ended purchase is no longer permitted. The technical validity of an offline document does not extend the right to use the product.

The buyer should retain the refund confirmation issued by Paddle.

7. Chargebacks and payment disputes

Before initiating a chargeback or raising a dispute with a bank, we recommend contacting Paddle. A direct request can often resolve the matter more quickly.

If a chargeback, payment reversal or payment dispute is initiated, access to the relevant product may be temporarily suspended while the matter is reviewed.

Refunds may be refused where there is evidence of fraud, refund abuse or other manipulative behaviour.

This does not limit a buyer’s lawful right to dispute a payment or exercise any other mandatory legal right.

8. Local rights and Paddle documents

Where the law in the buyer’s country grants broader or non-waivable rights, those rights take precedence over this policy.

The version of Paddle’s policy in force at the time of the transaction applies to that transaction.

Current Paddle documents:

• Paddle Refund Policy
• Paddle Buyer Terms
• Paddle Buyer Support