Refund Policy
Key points
- Full refund within 14 days of the day your license is issued, or 14 days of purchase — whichever ends later. No reason required.
- After 14 days there is no refund, and a partly used year is not refunded pro rata.
- If we refuse an eligibility claim for the Enterprise, Educational or Medical tier, you get a full refund whenever that is resolved — the 14-day limit does not apply to that case.
The 14-day window
You may request a full refund of a subscription within 14 days of the day your license is issued, or 14 days of purchase — whichever ends later, without giving a reason. Licenses are issued by hand, so the two dates are not the same, and the window is anchored to the later one so that a wait on our side never shortens it. We do not ask why, and we do not require you to have tried the software first.
After 14 days
After the 14th day there is no refund. A subscription that is partly used is not refunded in proportion to the time remaining, and cancelling mid-year does not produce a credit or a payout — it simply means the subscription is not renewed and runs to the end of the period you paid for.
We would rather state this plainly than leave it to be discovered. An annual plan means a refused refund on day 200 concerns a materially larger sum than it would on a monthly plan, and that is exactly why the rule is a fixed date rather than a proportion.
In particular, and by way of the case most likely to affect you: if your licensed machine dies after day 14 and you did not generate a deactivation code beforehand, there is neither a transfer route nor a refund. Please read the transfer section of the License Agreement before that becomes relevant.
The one exception: a refused eligibility claim
The Enterprise, Educational/administrative and Medical tiers require evidence that you belong to the relevant class of purchaser. These three tiers are quote-first: you request a quote, we review your evidence, and no payment is taken until that review has finished. There is no self-serve checkout for them.
If a payment has nonetheless been taken and we then refuse your claim, we refund you in full, whenever that is resolved. The 14-day rule does not apply, and the refund is not at our discretion.
This exception is deliberately narrow. It covers a claim we refuse. It does not cover buying a tier you were entitled to and later changing your mind about it.
Machines that cannot run CIBHER
If you buy a subscription and your machine does not meet the platform requirements in the License Agreement — macOS 13+ on Apple Silicon, or Windows 11 or Windows 10 2004+ — that is a refund case. Please tell us within the 14-day window.
How to request a refund
Because Paddle is our merchant of record, Paddle holds the payment and issues the refund. You can request one either through paddle.com/buyers, using the receipt Paddle emailed you, or by writing to support@cibher.eu and we will arrange it.
Paddle’s own buyer terms may grant you more than this policy does. Where they do, they apply — this policy never gives you less than Paddle offers.
Your statutory rights as a consumer
If you bought as a consumer, EU and Polish law give you a 14-day right of withdrawal from a distance contract. For digital content delivered immediately, that right ends once delivery begins with your express consent and your acknowledgement that you are giving it up.
This policy is designed so that the practical outcome is the same either way: a full refund within 14 days of the day your license is issued, or 14 days of purchase — whichever ends later. Nothing here removes a statutory right you have.
What a refund does — and what it cannot do
A refund returns your money. It does not undo anything else.
- It does not recover your data or your sends. Documents you encrypted remain encrypted; messages you sent remain sent.
- It does not restore a lost master password or anything protected by one.
When a subscription is refunded or charged back, the license serial is added to a deny-list. That deny-list reaches a machine the next time the machine checks for updates. A machine that is offline, or on a network that blocks update checks, keeps working until it next updates. We disclose this rather than describe revocation as immediate, because describing it as immediate would be untrue.
After a refund the machine returns to the free tier, which remains a full and unlimited decryptor.
Chargebacks
If you have a problem, please contact us before raising a chargeback — it is almost always faster. A chargeback has the same effect on the license as a refund: the serial is deny-listed.
Contact
Refund questions: support@cibher.eu. Payment, invoice and VAT questions are usually best directed to Paddle in the first instance.