Refund Policy
Last updated: August 2, 2026
This Refund Policy applies to purchases of NEN.AD software made through software.nen.ad and any other official NEN.AD website, checkout, marketplace listing, or sales channel that links to this policy. By purchasing, downloading, activating, or using NEN.AD software, a license key, or any related paid digital material, you acknowledge and agree to this Refund Policy, subject to any rights that cannot be excluded under applicable law.
1. General Policy
All sales of NEN.AD software, license keys, downloads, and related digital materials are generally final once the software or license has been delivered, accessed, downloaded, activated, or used.
Because our products are digital and may provide immediate access, download, activation, or license delivery, refunds are not normally granted simply because:
● You changed your mind after the software or license was delivered
● You no longer need the software
● You purchased the software by mistake but already accessed, downloaded, activated, or used it
● You do not like the software after purchase
● You expected features or functionality that were not advertised
● You failed to read the product description, system requirements, compatibility information, limitations, license terms, or instructions
● Your device or operating system does not meet the published system requirements
● A third-party website, platform, API, browser, operating system, service, or other external dependency changed after purchase
Refund requests are reviewed individually and are not guaranteed unless required by applicable law or by the binding rules of the payment provider or marketplace through which the purchase was made.
Nothing in this Refund Policy removes any mandatory consumer rights that may apply when software is not delivered, is materially defective, or does not substantially match its advertised description.
For digital content sold to consumers covered by EU rules, the right to withdraw may be lost once downloading or access begins only when the customer has expressly agreed to immediate delivery and acknowledged the loss of that right.
2. Digital Products and Software
NEN.AD software, license keys, downloads, documentation, updates, and related digital materials are supplied digitally and, except where expressly stated otherwise, are provided “as is” and “as available,” subject to any mandatory consumer rights under applicable law.
Once the software or license key has been delivered, accessed, downloaded, activated, or used, refund requests will usually be refused unless a refund or another remedy is required by applicable law or by the binding rules of the payment provider or marketplace through which the purchase was made.
Some software may depend on third-party websites, platforms, APIs, browsers, operating systems, online services, public data, or publicly available functionality. These external parties may change, restrict, block, remove, interrupt, or discontinue features at any time.
NEN.AD does not control these third parties and is not responsible for their independent decisions or changes. A third-party change, restriction, interruption, or removal does not automatically create a right to a refund.
This does not limit any mandatory rights that may apply when software is not supplied, is materially defective, or does not substantially match its advertised description. Under EU digital-content rules, applicable remedies for non-supply or lack of conformity can include bringing the software into conformity, a proportionate price reduction, or termination of the contract, depending on the circumstances.
3. Custom Software Work
This section applies to custom software development, program modifications, integrations, configuration, troubleshooting, and other paid software-related work accepted by NEN.AD.
Work begins after the request and scope have been accepted, the required payment or deposit has been received, the buyer has supplied the necessary information, files, links, access details, or instructions, and NEN.AD has started performing the agreed work.
Reviewing an initial inquiry does not by itself mean that paid work has started unless a paid consultation, assessment, or planning service was explicitly agreed in advance.
A refund may be refused or reduced when:
● Work has already started or been completed
● The agreed software, modification, or other deliverable has been provided
● The buyer changes their mind after work has started
● The buyer requests features or changes outside the agreed scope
● The buyer fails to provide required information, files, access, instructions, or cooperation
● The buyer provides incorrect, incomplete, or misleading information
● Completion is prevented by the buyer’s device, operating system, software, account, configuration, access restrictions, or another buyer-side issue
● A third-party website, platform, API, service, security restriction, or technical limitation prevents completion
● The request violates applicable law, third-party platform rules, or our Terms and Conditions
● The completed work substantially matches the scope and requirements accepted before work began
When part of the agreed work has already been completed, any approved refund may be limited to the uncompleted portion.
If NEN.AD cannot complete the agreed work for reasons within our reasonable control, we may offer a correction, alternative solution, partial refund for the uncompleted portion, or full refund when no usable work has been delivered.
When custom work is purchased through a third-party marketplace or payment platform, that provider’s applicable refund and dispute rules may also apply.
4. When Refunds May Be Considered
Refunds may be considered in limited circumstances, including when:
● A duplicate payment was made
● A purchase was made by clear mistake and the software or license has not been delivered, accessed, downloaded, activated, or used
● The purchased software or license was not delivered
● The software has a serious technical defect caused by the software itself that prevents its main advertised function from working and cannot be reasonably corrected
● The software materially differs from the description presented at the time of purchase
● NEN.AD is unable to provide the purchased software, license, or agreed custom work
● A refund or another remedy is required by applicable consumer law
● A refund is required under the binding rules of the payment provider or marketplace used for the purchase
Before reviewing a technical refund request, we may ask the buyer to follow reasonable troubleshooting instructions or install an available correction or update.
We may also request:
● Screenshots or screen recordings
● Error messages or log files
● Operating-system information
● Installed software version
● Order or transaction details
● License information
● A description of the steps that caused the issue
● Other relevant evidence
Submitting a refund request does not automatically guarantee approval.
5. Payment Providers, Refund Processing, and Fees
Payments may be processed by Paddle, another checkout provider, a marketplace, a cryptocurrency payment service, or another payment method made available for the relevant product.
For transactions processed through Paddle, Paddle acts as the authorized reseller and Merchant of Record. The buyer purchases through Paddle, while NEN.AD supplies and supports the software. Refunds, payment disputes, taxes, invoices, and payment-related decisions may therefore also be governed or handled under Paddle’s Buyer Terms and Refund Policy.
Where possible, approved refunds will be returned through the original payment method. Processing times, refund availability, and technical limitations may depend on the payment provider.
When a refund is discretionary and is not required by law or by the payment provider’s binding rules, NEN.AD or the payment provider may approve:
● A full refund
● A partial refund
● A refund limited to the undelivered or unusable portion
● Another appropriate resolution
Non-refundable transaction charges, marketplace commissions, payment-processing costs, currency-conversion expenses, or network fees may affect a discretionary refund only where permitted by applicable law and supported by the relevant payment provider.
We are not responsible for separate bank fees, card fees, exchange-rate differences, currency-conversion charges, or other costs imposed independently by the buyer’s bank, card issuer, wallet provider, payment service, or financial institution.
For cryptocurrency or other manual payments, the method and amount of any approved discretionary refund may be affected by network fees, exchange-rate changes, transaction limitations, and technical feasibility. This does not remove any mandatory consumer rights.
6. Refund Abuse
Refund requests may be refused when there is reasonable evidence of:
● Fraud or unauthorized payment activity
● Chargeback or payment-dispute abuse
● License sharing, resale, or unauthorized activation
● Copying, redistribution, or unauthorized publication of the software
● Repeated abusive refund requests
● False, manipulated, or misleading claims
● Deliberate misuse of the software
● Attempts to obtain paid software without paying for it
● Attempts to continue using the software after receiving a refund
● Violation of our Terms and Conditions or applicable license terms
When a payment is refunded, reversed, cancelled, or charged back, the related license may be disabled and the buyer must stop using, copying, or distributing the software. Paddle’s current refund policy similarly states that access to the relevant product ends after a refund.
Where legally permitted, NEN.AD may also:
● Block future purchases
● Refuse non-mandatory support
● Restrict access to downloads or license services
● Preserve relevant records and evidence
● Report suspected fraud to the applicable payment provider, marketplace, or authority
These measures do not limit any rights that cannot legally be excluded.
7. Chargebacks and Payment Disputes
Buyers are encouraged to contact NEN.AD or the payment provider before opening a chargeback or formal payment dispute so that the issue can first be reviewed and, where possible, resolved.
This request does not prevent a buyer from exercising any lawful right to dispute a payment.
If a chargeback or payment dispute is opened, NEN.AD may temporarily suspend the related license, downloads, support, account access, or custom-work delivery while the matter is investigated.
For purchases processed by Paddle, Paddle is the Merchant of Record, so the payment dispute is raised against and managed by Paddle under its procedures.
If the dispute is resolved in the buyer’s favor or the payment is reversed, the associated license and right to use the software may be terminated.
Fraudulent, dishonest, or abusive chargebacks may result in permanent refusal of future purchases, licenses, support, or custom work, subject to applicable law.
8. How to Request a Refund
To request a refund, use the official contact page on software.nen.ad or follow the refund procedure provided by the payment provider or marketplace used for the purchase.
For purchases processed by Paddle, buyers may use the support or transaction-management link contained in the purchase receipt or submit a request through Paddle’s buyer-support service.
The request should include:
● Order number, receipt number, or transaction ID
● Email address used for the purchase
● Name of the software or custom work
● License key or license identifier, where relevant
● Date and method of purchase
● Clear explanation of the issue
● Operating-system version
● Installed software version
● Screenshots, screen recordings, error messages, logs, or other supporting evidence where relevant
● Troubleshooting steps already attempted
Missing information may delay the review because additional details may be required before a decision can be made.
Submitting a refund request does not guarantee approval. Requests will be reviewed within a reasonable period, taking into account the nature of the issue, the evidence supplied, applicable law, and the rules of the relevant payment provider.
9. Legal Rights
Nothing in this Refund Policy excludes, restricts, or replaces any consumer right or remedy that cannot legally be excluded.
Where applicable law grants the buyer rights because digital content was not supplied, is materially defective, or does not conform to the contract, available remedies may include correction, replacement, a proportionate price reduction, termination of the contract, or reimbursement, depending on the circumstances and applicable jurisdiction.
For digital content supplied immediately, the loss of a statutory withdrawal right may require the buyer’s prior express consent, acknowledgement of the loss of that right, and confirmation from the trader or payment provider, depending on the applicable consumer law.
If any part of this Refund Policy conflicts with:
● Mandatory applicable law
● A binding consumer-protection rule
● A mandatory payment-provider rule
● A binding marketplace requirement
the relevant mandatory rule will apply only to the extent required.
If any provision of this Refund Policy is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
Because this is a consumer-facing legal policy, the final version should be reviewed for compliance with North Macedonian law and the laws of the markets in which the software will be sold.