Refund and cancellation policy
This policy explains when you can get your money back for a LINATL lightsurface subscription. It forms part of our terms. Subscriptions are sold by our reseller Paddle.com, the Merchant of Record, which issues every refund back to the payment method you used, at no charge to you.
1. How to ask
Email support@linatl.com from the address you bought with, or use the link in your Paddle receipt. You do not need to give a reason. We aim to reply within two working days. A refund is normally issued within 14 days of the day you tell us you are cancelling.
2. The free trial
The trial is free and needs no payment card, so there is nothing to refund. If you do not subscribe, the trial simply ends.
3. Your first 14 days: cancel for any reason
You can cancel a new paid subscription for any reason within 14 days of your first payment and receive a full refund.
The one deduction relates to cloud sorting (see section 7 of the terms). During your first 14 days, cloud sorting does not start unless you expressly ask for it in the software. When you ask, the software tells you that a cancellation in those 14 days will then be refunded less the cost of the cloud sorting you have used.
- If you did not ask for cloud sorting, you receive a full refund.
- If you asked for it, you receive a full refund less the cost of the cloud sorting you actually used, at the AI provider's price, which cannot exceed US$4.
A cancellation in the first 14 days ends the subscription and the licence on the day you cancel.
4. After the first 14 days
- Monthly: you can cancel at any time. The subscription runs to the end of the month already paid for and does not renew. Part-months are not refunded.
- Annual: you can cancel at any time to stop the next renewal. The subscription runs to the end of the year already paid for. Part-years are not refunded.
- Renewals: a renewal payment does not start a new 14-day cancellation period. Before an annual subscription renews, Paddle emails you a reminder wherever the law requires one, so you can cancel in time.
5. If the software is not working
Email support@linatl.com with a diagnostics package, which the software writes under help › support. The same tab prepares the covering email: what you were doing, what you expected and what happened, whether it happens again, what you have tried, and how long the software has been installed.
6. Chargebacks
If you are unhappy, please contact us before disputing a payment with your bank. We can usually resolve things faster. A chargeback, like a full refund, ends the subscription and the licence.
7. What happens to your documents
Cancelling or receiving a refund never affects your documents. They remain ordinary files in the software's folders on your device, or on the storage you chose, and you can open them without the software.