Refund policy

The guarantee

If you are not happy with something you bought from SNN Systems, you can ask for a full refund within 30 days of the purchase date. You do not have to give a reason, and you will not be asked to justify the request or sit through a retention offer.

Thirty days is the minimum. If you have a fair reason for asking later, ask anyway and it will be considered on its merits. That might be because the software did not do what this site said it does, because you were charged twice, or because you could not get it working and support could not fix it.

How to request a refund

Refund requests go to the product you bought, not to the studio. Each product runs its own support channel and its own licensing, so that is where a request can be matched to your order and actioned.

• Chwilio: use the refund and contact details published on chwilio.app.
• Heedpost: use the refund and contact details published on heedpost.com.

Each product's own refund policy applies the 30-day guarantee set out on this page. A product cannot offer you less than this. Whichever one you bought, include:

• the email address you used at checkout;
• the Paddle order or transaction reference from your receipt (it appears in the confirmation email Paddle sent you);
• which product the purchase was for; and
• optionally, what went wrong. This helps, but it is not a condition of the refund.

You do not need to fill in a form or open an account to do this. A plain email is enough. If you cannot reach a product's support channel, or a request has stalled, email contact@snnsystems.com and the studio will pick it up.

How long it takes

These are the timings every SNN Systems product works to:

• Your request is acknowledged within 7 days.
• A decision is made and, where the refund is approved, submitted to Paddle within 14 days of your request.
• Paddle then returns the money to your original payment method. Banks and card issuers typically take a further 3 to 10 business days to show it, and that part is outside the studio's control.

If a request is declined you will be told why, in writing, and you can challenge that through the complaints process.

What happens to your licence

A refunded purchase ends the licence it paid for. Licence keys issued for that order are deactivated, and you must stop using the paid software and remove it from your machines. For a hosted workspace, the subscription is cancelled and the workspace is scheduled for deletion; export your data before requesting the refund if you want to keep it.

Subscriptions

Subscription purchases are covered by the same 30-day guarantee, counted from the first payment. After that period you can cancel at any time to stop future renewals, and you keep access until the end of the period you have already paid for. Renewal payments are not automatically refundable once the new period has started, but if a renewal caught you by surprise, email within 30 days of the charge and it will normally be refunded.

Limits

Refunds may be declined where a request is fraudulent, where a licence has been resold or shared in breach of the terms of service, or where the same customer repeatedly buys and refunds the same product. A chargeback filed with your bank before contacting the studio will be handled by Paddle under its own dispute process rather than this policy.

Your statutory rights

This policy is offered in addition to your rights under consumer law, and nothing in it takes those rights away. If the law where you live gives you a longer cancellation or refund period than 30 days, that longer period applies.

Who issues the refund

Paddle.com Market Ltd acts as merchant of record for SNN Systems. Paddle is the seller on your invoice, appears on your card statement, and processes the refund itself. The studio authorises it; Paddle moves the money.

Questions about this policy

Email contact@snnsystems.com. It is read by Shahriar Nasim Nafi directly. Other ways to reach him are on the contact page.