Refund & Cancellation Policy

1. Scope and seller

This policy applies to SaaS subscriptions provided by VMTech DOO Beograd, Serbia (Tax ID 114779614; registration number 22069152), and purchased through Paddle. Paddle is our authorised reseller and Merchant of Record: you purchase the subscription from the Paddle entity identified at checkout or on your receipt, while VMTech provides the software and technical support. Paddle manages payments, applicable tax calculation and collection, subscription billing and refunds. Bespoke development and services purchased directly from VMTech are governed by their separate agreements.

2. Applicable terms and mandatory rights

Read this policy together with our Terms of Service, the Paddle Buyer Terms and the Paddle Refund Policy. Paddle’s terms govern your transaction with Paddle; VMTech’s terms govern use of the service. Mandatory consumer protections prevail over any inconsistent restriction, including protections under Serbian law and the law of your country of residence where applicable. Any more favourable rights granted for your purchase remain available. Nothing here excludes remedies for non-conforming services or lawful payment disputes.

3. Renewals and cancellation

The billing interval, price, taxes and any trial conditions are disclosed at checkout. Subscriptions renew automatically at the applicable interval unless cancelled. Cancel before the next renewal through the subscription management link in your Paddle confirmation email or through Paddle buyer support. You may also contact hello@vmtech.rs for assistance; send the request sufficiently before renewal to allow it to be processed and retain the confirmation. Cancellation normally takes effect at the end of the paid billing period, prevents subsequent renewal charges and leaves access available until that period ends. Deleting an app or ceasing to use it does not cancel a subscription. If a trial converts to a paid subscription, cancel before the trial ends to prevent the first charge.

4. General refund conditions

Except where required by law or expressly agreed for your purchase, payments are non-refundable. Cancellation alone does not entitle you to a refund, a credit or a pro rata refund for unused time, including annual plans. A renewal already charged is assessed under the same applicable refund rules. Paddle may consider a discretionary request made within 14 days of the transaction, individually and taking account of the reason, use and contractual terms; submitting a request does not guarantee approval. A discretionary decision may result in a full or partial refund or a refusal, without creating an entitlement for future purchases. Statutory deadlines and remedies are not limited by this discretionary period.

5. Consumer withdrawal rights

Consumers may have a right to withdraw from a distance contract without giving a reason. Under Paddle’s published policy, a 14-day withdrawal period applies to eligible purchases in the EU/EEA, Switzerland and the UK, generally covering the initial subscription payment rather than ordinary renewals; it also provides a 14-day period after a free trial ends and for UK annual subscription renewals. Other countries may provide different periods or remedies; consult Paddle’s country-specific rules and applicable local law. Where Serbian consumer law applies, the statutory period for withdrawing from a distance service contract is generally 14 days from conclusion, subject to lawful exceptions and any extension required for missing information.

6. Early supply of digital content and services

Starting to use a SaaS service does not, by itself, extinguish every statutory withdrawal right. For digital content supplied without a tangible medium, a withdrawal right may be lost only if the applicable legal conditions are met, including prior express consent to early supply, acknowledgement of the loss of the right and any required confirmation. For a service begun at your express request during the withdrawal period, a proportionate charge for service already supplied may be payable only where permitted by law and after the required information has been provided. Loss of the right following full performance requires the legally required consent and acknowledgement. These distinctions and any more favourable Paddle terms apply to the actual product and transaction.

7. Defects, incorrect charges and add-ons

If the service is materially defective, unavailable or not as described, contact hello@vmtech.rs with details so that we can investigate and try to remedy the problem. If it remains unresolved, contact Paddle with the evidence and our response. Depending on applicable law, you may be entitled to correction, a price reduction, termination or a refund; these rights are not restricted to the discretionary 14-day period. Report suspected duplicate or unauthorised charges promptly. Add-ons and one-time purchases follow the applicable refund criteria and mandatory rights; linked add-ons normally end with the main subscription unless the purchase terms state otherwise.

8. How to submit a request

Our main contact is hello@vmtech.rs. Include the email used for purchase, the order or transaction reference, product, payment date and the reason for a refund request. A statutory withdrawal needs only a clear statement that you withdraw; no reason or special form is required where the law so provides. Do not send passwords or full card details. You can contact Paddle directly through the support link on your receipt or paddle.net, including to request cancellation or a refund. Eligible EU transactions also offer an online withdrawal option in the Paddle Customer Portal during the withdrawal period. Do not wait for a technical investigation if a statutory deadline is approaching.

9. Processing and access

Paddle assesses and processes refunds as the seller, in coordination with VMTech where necessary. Under its published policy, approved refunds normally go to the original payment method where possible within 14 days of approval; eligible statutory withdrawals are refunded within 14 days of receipt of the withdrawal request, subject to applicable mandatory rules. Your bank’s posting time may differ. A refund ends access to the product concerned; cancellation without a refund normally leaves access until the paid period ends. Export any data you need before access ends, subject to applicable data rights. Where there is evidence of fraud or refund abuse, a discretionary refund may be refused; mandatory legal rights remain protected.

10. Complaints, applicable law and updates

Send complaints to hello@vmtech.rs; transaction complaints may also be submitted to Paddle. We will review them and respond within any mandatory legal period. If unresolved, you retain access to competent courts, consumer authorities and available alternative dispute resolution procedures. The governing law and dispute provisions of the Paddle Buyer Terms apply to transactions with Paddle, without depriving consumers of mandatory protections or forums available under applicable law. This policy takes effect on 4 November 2026. Changes apply prospectively and do not remove rights attached to earlier purchases; retain the policy and checkout terms applicable when you purchase.