Refund policy
When you can get your money back and how to ask.
Payments are not active in Proofen yet, and kits will be available to buy soon. The rules below apply once payments are switched on.
Who refunds
Paddle is the Merchant of Record for Proofen orders. Refunds are made by Paddle, under Paddle's policy. Below is a summary; if anything differs, Paddle's policy and your legal rights prevail.
For consumers in the European Union, the withdrawal button is in the Paddle customer portal. You reach the portal from the link in Paddle’s confirmation e-mail, or from paddle.net. Consumers in the United Kingdom withdraw by contacting Paddle, through the channels in its policy. You can also write to us at contact@proofen.app, with the order number: we pass the request on to Paddle.
The 14-day right of withdrawal
“Save where the exceptions provided for in Article 16 apply, the consumer shall have a period of 14 days to withdraw from a distance or off-premises contract, without giving any reason, and without incurring any costs other than those provided for in Article 13(2) and Article 14.”
“Member States shall not provide for the right of withdrawal set out in Articles 9 to 15 in respect of distance and off-premises contracts as regards the following: […] (m) contracts for the supply of digital content which is not supplied on a tangible medium if the performance has begun and, if the contract places the consumer under an obligation to pay, where: (i) the consumer has provided prior express consent to begin the performance during the right of withdrawal period; (ii) the consumer has provided acknowledgement that he thereby loses his right of withdrawal; and (iii) the trader has provided confirmation in accordance with Article 7(2) or Article 8(7).”
“Sunt exceptate de la dreptul de retragere prevăzut la art. 9-15 în ceea ce privește contractele la distanță și contractele în afara spațiilor comerciale următoarele: […] m) contractele de furnizare de conținut digital care nu este livrat pe un suport material, dacă executarea a început și, în cazul în care contractul dă naștere unei obligații de plată pentru consumator, în condițiile în care: (i) consumatorul și-a dat acordul prealabil expres pentru începerea executării în cursul perioadei de retragere; (ii) consumatorul a confirmat că a luat cunoștință de faptul că își va pierde dreptul de retragere în consecință; (iii) profesionistul a furnizat confirmarea încheierii contractului, în conformitate cu art. 7 alin. (2) sau cu art. 8 alin. (7).”
What this means for your company: The right of withdrawal belongs to consumers: people who buy for themselves, not for a company. Proofen is made for companies, so this right usually does not apply.
“Consumers have a 14-day statutory right to withdraw from some digital content and service contracts and receive a full refund. […] The right to withdraw applies to one-off purchases and to the first payment under a Subscription contract. It does not apply to subsequent Subscription payments, except in the circumstances described in section 2.2.3 below. […] The right to withdraw does not apply to the supply of digital content Products that have started to be downloaded, streamed or otherwise used, when you have given express consent to waive your withdrawal rights.”
Paddle, Refund Policy, sections 2.2.1, 2.2.2 and 2.2.4 (paddle.com/legal/refund-policy)
The online withdrawal function
“For distance contracts concluded by the means of an online interface, the trader shall ensure that the consumer can also withdraw from the contract by using a withdrawal function. The withdrawal function shall be labelled with the words ‘withdraw from contract here’ or an unambiguous corresponding formulation in an easily legible way. The withdrawal function shall be continuously available throughout the withdrawal period. It shall be prominently displayed on the online interface and easily accessible to the consumer.”
“(1) În cazul contractelor la distanță încheiate prin intermediul unei interfețe online, profesionistul se asigură că există posibilitatea retragerii din contract a consumatorului utilizând o funcție de retragere. (2) Profesionistul are obligația etichetării funcției de retragere din contract prin utilizarea mesajului «retrageți-vă din contract aici» sau a unei formulări similare, lipsită de ambiguitate, într-un mod ușor de citit, disponibilă în permanență pe toată durata perioadei de retragere, afișată în mod vizibil pe interfața online și ușor accesibilă consumatorului.”
What this means for your company: Since 19 June 2026, online sellers must give consumers a withdrawal button, visible for the whole withdrawal period. For Proofen orders, the seller is Paddle. For consumers in the European Union, the button is in the Paddle customer portal; those in the United Kingdom contact Paddle.
“EU consumers: An online withdrawal button is available in the Paddle Customer Portal for eligible transactions during the 14-day withdrawal period. You can access the Customer Portal using the “Manage subscription” or “Manage transaction” link in your Transaction confirmation email or by visiting Paddle.net. […] UK consumers: You may exercise your right of withdrawal by contacting Paddle using one of the methods listed under 3.1.2. Refunds below.”
Paddle, Refund Policy, section 3.1.1 (paddle.com/legal/refund-policy)
For Proofen orders, the withdrawal function is the withdrawal option in the Paddle customer portal. The link below and the one in the site footer lead there.
If you are a consumer
- Kits are digital content. You lose the right of withdrawal only if, before you get the kit, you gave express consent and confirmed that you know you lose it.
- Paddle asks for that consent at checkout, because Paddle is the seller. Without it, the 14-day right of withdrawal stays.
- If you gave that consent and generated or downloaded the kit documents, you can no longer withdraw.
- If you have not used anything yet, you have 14 days from payment to withdraw, and you get a full refund.
- For subscriptions, the right of withdrawal covers only the first payment; later payments are not refunded. Exception, under Paddle: for a yearly subscription bought in the United Kingdom, you get 14 new days at each renewal.
For everyone
- If a kit cannot be generated because of our fault and we do not fix it, you get your money back.
- You can cancel a subscription at any time. It ends at the end of the paid period and you pay nothing after that.
- Otherwise orders are not refunded, except where the law requires it.
- After a refund, access to the refunded product stops.
How to ask
- Write to contact@proofen.app with the order number from the Paddle e-mail.
- Or ask Paddle directly at paddle.net, using the link in your confirmation e-mail.
- Paddle refunds you by the same payment method, usually within 14 days.