Refund & withdrawal policy

Refund & withdrawal policy

This policy explains how refunds, statutory withdrawal rights and product complaints work for one-time ClaimVetta purchases made through Paddle. It does not reduce any mandatory rights that apply to you.

Who handles your request

ClaimVetta supplies and supports the software. Paddle is the authorised reseller and Merchant of Record for the payment transaction: Paddle charges the payment method, issues the receipt and processes any monetary refund. ClaimVetta does not send refunds directly or issue a competing invoice.

Eligibility and withdrawal rights

ClaimVetta offers a full refund when you request it within 14 calendar days after your one-time purchase, including if you have already used an analysis. You do not need to give a reason. ClaimVetta will approve the request under this offer and arrange the refund through Paddle, which processes the payment. This offer is additional to statutory rights and does not replace longer periods or other remedies required by applicable law. After 14 days, mandatory remedies and Paddle’s applicable refund policy still apply.

EEA consumer withdrawal rights

EEA consumers generally have 14 days after conclusion of a distance contract to withdraw without giving a reason. The legal rules differ for digital services and digital content. ClaimVetta does not rely on starting or using an analysis as a waiver of its 14-day refund offer. Mandatory remedies for non-supply or a lack of conformity remain available regardless of that offer. You may use an unequivocal withdrawal statement; the model wording below is optional.

Optional withdrawal statement

To Paddle, the seller identified on my receipt: I hereby withdraw from my contract for the ClaimVetta case-analysis pack. Order date: [date]. Transaction ID, if available: [ID]. Consumer name: [name]. Purchase email: [email]. Address: [address, if needed to identify the contract]. Date: [date]. A signature is needed only for a paper statement. Send the statement through Paddle Buyer Support or the contact route shown on your receipt.

How to request a refund or withdrawal

1. Use the refund or support link in the Paddle transaction receipt.
2. Visit Paddle Buyer Support and select the refund option.
3. Use the withdrawal form above or email ClaimVetta to record a withdrawal or refund request. For our voluntary offer, we use the date we receive it and arrange eligible refunds through Paddle. You may also contact Paddle directly, including to exercise statutory withdrawal against the reseller.

Information to provide

Provide the purchase email and the Paddle transaction ID if available so the order can be identified. No reason is required for the 14-day refund offer or statutory withdrawal. For a product defect outside that offer, describe the issue and include the case ID if available. Never send full card details, security codes or banking credentials.

Product defects and unavailable service

Contact ClaimVetta if a paid analysis was not activated, the service was unavailable, or the software did not provide the functionality described at purchase. We will investigate and provide an appropriate remedy, which may include correction, replacement access, a price reduction or a refund through Paddle. You do not have to give us an opportunity to fix a defect before using the 14-day refund offer or any right that permits immediate withdrawal or termination.

Duplicate or unauthorised payments

For a duplicate or unrecognised Paddle charge, use Paddle Buyer Support promptly. You retain any lawful right to dispute a payment with your bank or payment provider. Contacting Paddle first may help identify or resolve the transaction more quickly.

Effect on included case analyses

A pending refund or payment dispute may temporarily restrict unused analyses from the affected purchase. A full refund removes the unused analyses in that purchase. A partial refund or price reduction preserves the remaining analyses unless approved refunds together return the full purchase price. Existing reports are not automatically deleted; their retention follows the Privacy Notice. Mandatory rights remain unaffected.

Refund method and timing

Refunds are made through Paddle to the original payment method where possible. For our 14-day offer, we will arrange the refund without undue delay and within 14 days after receiving the request. Mandatory statutory deadlines apply where relevant. Your bank or payment provider may take additional time to display the credit.

Fraud and refund abuse

Paddle and ClaimVetta may investigate evidence of fraud, impersonation or refund abuse and may restrict affected purchases while a review is active. This does not remove mandatory consumer rights or lawful payment-dispute rights.