PhotoKeeper · Refund Policy

1. Refund windows

Within 168 hours (7 days) of payment completion, request a full refund in the app without a reason; we submit it automatically to Paddle. After 168 hours and within 360 hours (15 days), describe the reason and problem for manual review; approval is not automatic and a diagnostic reference is optional. After 360 hours, contact support.

Windows use the server-recorded payment time and first request time. Binding, upgrading and waiting for review do not extend the original order's window. Base purchases and upgrades have separate windows. Complimentary licenses have no paid transaction to refund.

2. Making a request

In the app, open Settings → Account → License management → Orders and refunds. Only the first account bound to the license, the primary account, can submit an in-app request, including for Family. Confirm the amount and effect on access. If the app or primary account is unavailable, contact support with your transaction reference or contact Paddle support. These steps do not restrict statutory rights or deadlines.

3. What happens to your license

Paid access remains during review or pending processing. An approved full base refund ends access for the whole license. An upgrade-only refund restores Personal access for the primary account; other members lose paid access. A later upgrade can restore the original members. Refunds do not exchange or release consumed seats. Partial refunds and tax adjustments are assessed individually; chargebacks or revocation may separately restrict access.

A refund does not delete photos or videos already stored on your device. New offline authorizations last up to 24 hours during the first 15 days after purchase or upgrade and while a refund is pending, otherwise up to 30 days. Already-issued offline authorizations cannot be recalled immediately.

4. Payment and help

Refunds return through Paddle to the original payment method; bank processing time varies. Repeated requests refer to the same application. For pending, duplicate or unauthorized charges, contact Paddle and PhotoKeeper support before making another purchase. Keep your receipt. Never send Apple passwords, verification codes, authentication cookies, recovery codes or private photos. Your lawful dispute rights remain unaffected.