Refund Policy

1. Summary

• 30-day money-back guarantee. If Heimdall is not right for you, ask within 30 days of purchase and we will approve a full refund — no reason required.
• Seller of record. Heimdall is sold by Paddle.com Market Ltd ("Paddle") as Merchant of Record. Paddle takes payment, issues the invoice, and processes the refund.
• Try before you buy. Heimdall can be used free for 30 days before any purchase; no payment is taken to evaluate it.
• Statutory rights preserved. Mandatory consumer rights where you live (the EU Consumer Rights Directive, the UK Consumer Rights Act, the Australian Consumer Law, and equivalent regimes) apply in addition to this policy and the Paddle Refund Policy.

2. The 30-day money-back guarantee

We want you to buy Heimdall only if it works for you — which is why it is free to try for 30 days first. If you purchase and then change your mind, write to support@huginara.com within 30 days of the purchase, from the address you bought with, and we will approve a full refund and instruct Paddle to return the money. You do not need to give a reason. This guarantee is offered by GUIMIN ZHOU in addition to your rights under the Paddle Refund Policy and applicable law.

3. The 30-day free trial

Heimdall runs as a full-featured evaluation for 30 days with no purchase and no payment details required. The trial is enforced locally by the application. If it suits your work, buy a licence; if not, simply stop using it. Because nothing is charged to evaluate, there is nothing to refund for the trial itself.

4. How to request a refund

A refund may be requested by either route:

• Huginara (recommended). Email support@huginara.com from the address registered to the order, with "Refund" in the subject. We respond within one business day and, within the guarantee window, approve and submit the refund to Paddle with the order context.
• Paddle (direct). Use the link in any Paddle receipt or invoice email, or visit paddle.net and select "Request refund". Paddle decides direct requests under its own Refund Policy.

Contacting us first is best where the request depends on facts about the order that Paddle cannot verify without us.

5. The Paddle Refund Policy

Beyond our 30-day guarantee, refunds are processed by Paddle under the Paddle Refund Policy, which sets its own discretionary window (typically 14 days from the transaction date) and honours the statutory right of withdrawal that applies where you live — for example 14 days in the EU / EEA, the UK, Switzerland, Turkey, and Israel; 7 days in Canada, South Korea, and Brazil; 5 days in Singapore. GUIMIN ZHOU does not issue payment and cannot override a Paddle decision; where a request is routed through us, we submit it to Paddle promptly with the relevant order context.

6. Service defects

Where Heimdall is materially defective — for example a regression that prevents use of a paid feature — email support@huginara.com with the details. We will document the defect and submit the request to Paddle regardless of the standard window. This does not extend to issues outside the software — device incompatibility, certificate-pinned apps that cannot be inspected, or network conditions — for which we will help diagnose but do not accept refund liability.

7. Chargebacks

A chargeback opened with your card issuer bypasses the routes in §4. Contacting support@huginara.com or Paddle first is strongly preferred: a direct refund is faster and avoids dispute fees. Where a chargeback is filed, the outcome is determined between Paddle and the card network under their rules; Paddle may request evidence from us, and we will respond.

8. Statutory consumer rights

Nothing on this page reduces statutory consumer rights where you reside. Where local law gives a more favourable remedy than the Paddle Refund Policy or our guarantee, that law applies. If you believe local law entitles you to a refund not otherwise provided, write to support@huginara.com with the specifics and we will raise it with Paddle on that basis.

9. EU Model Withdrawal Form

Consumers in the EU, EEA, United Kingdom, Switzerland, Turkey, and Israel may exercise the statutory right of withdrawal by any clear written statement; use of the standard form below is not required. It is reproduced from Annex I, Part B of Directive 2011/83/EU for convenience.

10. Changes to this Refund Policy

This page may be updated to reflect changes to Paddle's policy or applicable law. The "Last updated" date above reflects the current version. Changes do not apply retroactively to purchases made before they took effect.

11. Contact

Refund and billing enquiries to Huginara go to support@huginara.com with "Refund" in the subject; we aim to respond within one business day. Matters concerning the payment itself — invoices, payment-method updates, tax documents, and processing of an approved refund — are handled by Paddle through the portal linked in every invoice email and at paddle.net. Paddle's Checkout Buyer Terms and Refund Policy govern the transaction itself.

Operator: GUIMIN ZHOU.