This page explains how refund requests for LexaVero purchases are handled. It complements the LexaVero Terms and does not replace Paddle’s Buyer Terms, Paddle’s Refund Policy or mandatory statutory rights.
LexaVero marketplace editions are sold as fixed 365-day licences with a one-time payment. They are not subscriptions and do not renew automatically. Unless the checkout states otherwise, each licence is intended for one activated device.
Purchases and refunds are processed through Paddle, which acts as Merchant of Record and authorised reseller for the transaction. Paddle is the seller to the buyer for the payment transaction, while LexaVero supplies and licenses the software. We do not refund Paddle transactions by sending money directly to the buyer outside Paddle.
You may contact LexaVero support first so that we can clarify the issue and, where appropriate, initiate or assist with a refund through Paddle. Buyers may also request a refund directly through Paddle’s buyer support channels. Please provide the purchase email address and, where available, the Paddle transaction or receipt reference. Do not send bank statements or marketplace exports unless they are specifically necessary for the support case.
Refund eligibility is determined under Paddle’s Buyer Terms, Paddle’s Refund Policy, any additional rights expressly granted for the product, and applicable mandatory law. A request does not automatically guarantee a refund. Paddle may review the circumstances and may approve a full refund, approve a partial refund or decline the request where legally permitted. Mandatory consumer, withdrawal and defect rights remain unaffected.
A refund may concern the complete transaction or only individual LexaVero marketplace editions or licence seats where Paddle supports and approves a partial refund. If several licences were purchased in one transaction, a partial refund does not by itself cancel the licences that were not refunded.
When Paddle confirms an approved refund, reversal or other cancellation that removes payment for a LexaVero licence, the affected licence may be deactivated. For a partial refund, only the corresponding refunded licence or licences are intended to be deactivated. Licences that remain paid and valid are not intended to be affected.
If a payment is disputed through a bank, card provider or other payment method, Paddle handles the payment dispute as Merchant of Record. A chargeback, reversal or fraud-related cancellation may lead to suspension or deactivation of the affected LexaVero licence where the associated purchase is no longer valid.
Paddle controls the payment-side refund process, including the refund method, taxes, processing time and any payment-method restrictions. Where possible and applicable, Paddle normally returns an approved refund through the original payment method. The time until funds appear can depend on the payment provider and banking system.
Nothing on this page excludes or limits rights that cannot lawfully be excluded, including mandatory rights relating to defective or misdescribed products and any applicable statutory withdrawal or refund rights. If mandatory law or Paddle’s applicable policy gives the buyer greater protection, that protection applies.