Refund policy

Which rules apply

It depends on where you paid.

• Inside an app from the App Store or Google Play, such as Premium in Calm Puzzles or Pencilwork. Apple or Google took the payment, and their refund rules apply. See App purchases below.
• Directly from the studio, through Paddle. No product is sold this way at the moment. When one is, the 30-day money-back guarantee applies. See Direct purchases below.

App purchases

App Store

Purchases made through the App Store can only be refunded by Apple. The studio cannot issue a refund for them and cannot block one. To ask, go to reportaproblem.apple.com, sign in with the Apple Account you paid with, find the purchase and request a refund. Apple makes the decision and tells you the outcome.

Google Play

Google's own refund rules apply. They are set out on Google Play Help, and for a recent purchase you can ask Google directly by following that page. After Google's own window has passed, email contact@snnsystems.com with the Google Play order number. It is in Google's receipt email and starts with GPA. The studio will review it. If the refund is approved, Google returns the money to your payment method.

Cancelling a subscription (Calm Puzzles)

This is for Calm Puzzles' yearly subscription. Pencilwork has no subscription: its Premium is a one-time lifetime purchase, so there is nothing to cancel.

• Cancelling stops future renewals. It is not a refund: Premium stays on until the end of the period you paid for, and the payment already made is not returned unless Apple or Google refunds it.
• Deleting the app does not cancel a subscription.
• On iPhone or iPad, open the Settings app, tap your name, then Subscriptions. On Android, open the Google Play app, tap your profile picture, then Payments & subscriptions, then Subscriptions.
• If you cancel at least 24 hours before a free trial ends, you are not charged.

What happens to Premium

When Apple or Google refunds a Premium purchase, Premium is switched off in the app. The free puzzles, and your stats and settings, stay as they are.

Direct purchases through Paddle

The guarantee

If you are not happy with software you bought directly 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

Email contact@snnsystems.com with Refund in the subject line, and 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.

How long it takes

• 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.

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.

Who issues the refund

Paddle.com Market Ltd acts as merchant of record for software bought directly from 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.

Your statutory rights

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

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.