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Refund policy

Last updated: 2026-11-09.

This is the refund policy of Ricardo Carvalho, trading as Kitnevo ("we"), for purchases made on kitnevo.com.

1. Summary

  • Ask within 14 days of purchase if the kit does not work as described or you bought it by mistake; we refund in full through the original payment method.
  • A refund ends the download access and the licence for that purchase (licence §6): you must stop using the files and delete them.

2. How to ask

  1. Signed in, open Account → Orders, choose the order and Request a refund (reasons: not as described, a technical problem, an accidental purchase, other). The service records the request against your own order only (POST /api/v1/support/refund-requests).
  2. Or write to support@kitnevo.com from the e-mail address of your account with the order id. Never send payment details, tokens or download links.

We aim to answer refund requests within 2 business days (a goal, not a promise).

3. What happens after a refund

  1. We issue the refund through the payment provider; the provider confirms it to our service (signed webhook).
  2. On that confirmation the order becomes refunded, the entitlement is revoked, outstanding download links stop working and API tokens can no longer download the kit. Each step is written to the audit log.
  3. Files you downloaded before stay byte-identical (their hashes still verify), but they are no longer licensed to you.
  4. We confirm the refund to you by e-mail; Paddle, as merchant of record, also sends you its own record of the refund (a credit note).

4. Chargebacks and disputes

Please contact us before disputing a payment: we refund valid requests faster than a dispute. An opened dispute (chargeback) suspends download access; a dispute decided against us revokes the entitlement and the licence exactly like a refund. A dispute decided in our favour restores access.

5. Partial refunds

A partial refund (for example a price correction) does not end the licence.

6. Statutory rights

This policy does not reduce any right that mandatory consumer law gives you, such as a statutory right of withdrawal where one applies.

7. Free downloads and test mode

Free downloads (the sampler, evaluation copies) are not purchases; there is nothing to refund. Test-mode transactions (Paddle's sandbox) move no money.