Refund Policy

Last updated 24 October 2026

1. Who handles refunds

ContextNotes licenses are sold by our online reseller Paddle.com, which is the merchant of record for all ContextNotes orders. Paddle takes the payment, issues your receipt and processes refunds back to your payment method. Refunds for Paddle purchases are made only through Paddle. We don't send refunds personally or by other payment methods.

We handle the product side: technical help, license delivery and activation problems. If something isn't working, email support@getcontextnotes.app first. We can often fix it, and we can also help with your refund request.

Paddle's Buyer Terms and Refund Policy also apply to your purchase. Where Paddle's terms give you more than this policy does, Paddle's terms apply.

2. Microsoft Store purchases

ContextNotes is also sold through the Microsoft Store. Purchases made through the Microsoft Store follow Microsoft's applicable purchase, billing and refund terms. Purchases made through Paddle follow Paddle's terms. This policy covers Paddle purchases. To request a refund for a Microsoft Store purchase, follow Microsoft's refund process for your Microsoft account; we can't issue refunds for Microsoft Store purchases.

3. The 10-day refund window

Refund requests for ContextNotes may be submitted within 10 calendar days of the original purchase date.

• When it starts: on the original purchase date, as shown on your Paddle receipt. It isn't based on days of use, or on when you installed the app, and ContextNotes doesn't track how much you use it.
• No reason required: if you ask within 10 days, we'll support your request and ask Paddle to refund it. A refund is complete once Paddle approves and processes it.
• Full refunds: refunds within the window are for the full amount you paid, including tax.

4. After 10 days

After 10 days, ordinary discretionary refund requests are generally declined, except where consumer law requires otherwise or Paddle approves a refund under its policies. These exceptions still apply after 10 days:

• rights you have under consumer law where you live, including statutory withdrawal and conformity rights (see section 5)
• a refund or other remedy if ContextNotes is faulty, or materially different from how it was described, and we can't fix it within a reasonable time
• a refund if we can't deliver your license or download, or your license can't be activated and we can't resolve it
• refunds that Paddle approves under its own Refund Policy. Paddle currently considers discretionary refund requests made within 14 days of the transaction.
• any other remedy the law requires

5. Your statutory rights

Nothing in this policy limits rights you have under the consumer laws of the country where you live. Paddle's Refund Policy describes these rights, and where one applies, it takes priority over this policy. For example, under Paddle's policy:

• EU, EEA, Switzerland, UK, Turkey and Israel: consumers have a 14-day right to withdraw from a purchase. For digital content, this right can end once the download or use has started, but only if you expressly agreed to that during checkout. How that agreement is asked for is part of Paddle's checkout.
• South Korea, Brazil, China and Canada: a 7-day cancellation right. Singapore: a 5-day cancellation right.

The exact conditions are set by law and by Paddle's policy, which may change. Check Paddle's Refund Policy for the current version. Separately, if digital content is faulty or doesn't match its description, consumer law in many countries entitles you to a repair, replacement, price reduction or refund, whatever this policy says.

6. Specific situations

Technical problems

Email support first with what happened and your Windows version. If we can't fix a fault within a reasonable time, you can get a refund even after 10 days, as described in section 4.

Delivery failed, or your license won't activate

If you don't receive your license email or download, or a valid key won't activate, email support with your Paddle order number. If we can't resolve it, you'll be refunded.

Duplicate or accidental purchases

If you were charged twice, or bought by mistake, tell us or Paddle. We'll ask Paddle to refund the extra purchase.

Fraudulent or unauthorized payments

If you see a charge you didn't make, contact Paddle at paddle.net straight away, and your bank or card issuer if needed. Paddle investigates payment fraud as merchant of record.

Partial refunds

Refunds are normally for the full amount. If Paddle issues a partial refund in a particular case, it's reviewed individually and doesn't automatically change your license.

7. Your license after a refund

When a purchase is fully refunded, or the payment is reversed through a chargeback, the license is revoked:

• it can no longer be activated, reactivated or moved to another PC
• you must stop using ContextNotes with that license, as set out in the Terms of Service
• your notes remain yours. Without an active license, ContextNotes still lets you open, read and copy existing notes, and you can back them up
• refunds are processed through Paddle; we don't refund Paddle purchases personally or by other payment methods

8. How to request a refund

1. Go to paddle.net and choose Request refund, or use the support link in your Paddle receipt email. In the EU, you can also use the withdrawal option in Paddle's customer portal.
2. Give the order number shown on your receipt and the email address you used to buy.
3. If you'd like help, email support@getcontextnotes.app with the same details. We'll pass your request to Paddle.

9. How long refunds take

Under Paddle's current policy, approved refunds go back to your original payment method where possible, within 14 days of approval, and EU withdrawals are refunded within 14 days of the request. Your bank or card issuer may take a few more days to show the refund.

10. Contact

Questions about this policy: support@getcontextnotes.app. We may update this policy; the date at the top shows when it last changed. Changes don't affect purchases already made under the earlier version.