Refund policy

Effective Date: November 19, 2025

Updated Refund Policy (Revised for Paddle Compliance)

Effective Date: November 19, 2025

1. Our Commitment & Merchant of Record

Thank you for choosing Signosoft s.r.o. To provide you with a secure and streamlined payment process, we have partnered with Paddle.com, who acts as our Merchant of Record for all transactions. All purchases are processed by Paddle and are subject to the (https://www.paddle.com/legal/checkout-buyer-terms).

1. General Policy

Thank you for choosing Signosoft s.r.o. for your electronic signature needs. We are committed to providing a secure, reliable, and legally compliant service. Due to the digital nature of our services and the immediate access granted upon purchase, our products and services are generally non-refundable. This policy outlines the terms and conditions under which a refund may be considered.

2. Subscription Services (Signosoft Cloud)

a) Monthly and Annual Subscriptions: Payments for all subscription plans to Signosoft Cloud are non-refundable. You may cancel your subscription at any time, and your access will continue until the end of your current paid billing period. No refunds or credits will be issued for partial subscription periods.

b) Pay-Per-Document Services: Fees for documents sent using our pay-per-document model are non-refundable once the document has been processed and dispatched to the first signatory.

3. On-Premise Solutions

All fees associated with the setup, licensing, and maintenance of the on-premise Signosoft server are non-refundable. This is due to the significant customization, deployment, and allocation of resources required for this solution.

4. Signature Hardware

If you have purchased a sign pad or other hardware directly from us, you may be eligible for a refund under the following conditions:

a) The hardware must be returned within 14 days of the delivery date.
b) The hardware must be in its original, unopened packaging and in unused condition.
c) If the hardware is defective upon arrival, we will offer a replacement or a full refund upon its return and inspection.

Please note that original shipping and handling charges are non-refundable, and you are responsible for the cost of return shipping.

5. Exceptions and Special Circumstances

We are committed to customer satisfaction and may issue refunds at our sole discretion in the following specific circumstances:

a) Billing Errors: If you have been charged incorrectly due to a billing error on our part, we will issue a full refund for the overcharged amount.
b) Critical Service Failure: If you experience a critical technical issue that prevents you from using the core functions of our service and our support team is unable to resolve it within a reasonable timeframe, you may be eligible for a refund.

6. How to Request a Refund

To request a refund, please contact our customer support team within 30 days of the transaction in question. Your request must include:

a) Your full name and the email address associated with your Signosoft account.
b) The relevant transaction ID or invoice number.
c) A detailed explanation of the reason for your refund request.

Our team will review your request and notify you of our decision within 10-15 business days.