Refund Policy

Version: 2
Effective Date: 2025-12-22
Last Updated: 2025-12-22

Note: This is a legal document. Please read it carefully. If you have any questions, contact us at legal@pulseview.se

1. Overview

This Refund Policy outlines the conditions under which refunds are provided for the PulseView License Manager service. All payments are processed through Stripe, and refunds follow Stripe's refund policies and procedures in combination with Swedish consumer protection laws.

2. Payment Processing

All payments for PulseView License Manager are processed securely through Stripe, a third-party payment processor. This means:

  • Your payment data is handled by Stripe according to their security standards
  • Refunds are processed through Stripe's system
  • Stripe's refund policies and timelines apply in addition to the terms outlined here
  • We comply with Stripe's requirements for refund eligibility

3. 14-Day Cooling-Off Period (Swedish/EU Law)

3.1 Right of Withdrawal

In accordance with Swedish Consumer Protection Act (Konsumentköplagen) and EU Distance Selling Directive, you have the right to cancel your purchase within 14 days from the date of purchase without giving any reason.

This right applies to:

  • License purchases
  • Subscription sign-ups
  • Any paid service

3.2 How to Exercise Your Right

To cancel your purchase within the 14-day period:

  1. Contact us at support@pulseview.se with subject "Cancellation Request"
  2. Include your order number or Stripe transaction ID
  3. State clearly that you wish to cancel the purchase

Or request a refund directly through Stripe if the option is available in your payment confirmation email.

3.3 Refund Processing (14-Day Period)

  • Refunds within the 14-day cooling-off period will be processed in full
  • Processing time: 5-10 business days through Stripe
  • Refunds will be credited back to your original payment method
  • Stripe's processing timelines may apply additional delays depending on your bank/card issuer

3.4 Exceptions to Full Refund

If you have explicitly requested that the service begins immediately and you have actively used the service (e.g., activated licenses, configured devices, used the API), you may be charged a proportional amount for the service used during the 14-day period.

4. Refund Eligibility After Cooling-Off Period

After the 14-day cooling-off period, refunds may be considered on a case-by-case basis for the following circumstances:

4.1 Eligible Circumstances

  • Service not delivered: If the service was not provided as described and cannot be resolved
  • Technical issues: Critical bugs or issues that prevent service use and cannot be resolved within a reasonable timeframe
  • Billing errors: Duplicate charges, incorrect amounts, or unauthorized transactions
  • Fraudulent charges: If your payment method was used without authorization

4.2 Generally Not Eligible

  • Change of mind after using the service
  • Licenses that have been activated and used beyond trial period
  • Monthly subscriptions (can be cancelled to prevent future charges instead)
  • Setup fees or custom development work (if applicable)
  • Violations of Terms of Service

5. Subscription Cancellations

5.1 Monthly Subscriptions

Monthly subscriptions can be cancelled at any time through your account dashboard or by contacting support.

  • Cancellation takes effect at the end of the current billing period
  • No refund for the current month – you retain access until the period ends
  • Future charges will be stopped

5.2 Annual Subscriptions

For annual subscriptions cancelled after the 14-day cooling-off period:

  • Cancellation takes effect at the end of the current billing period
  • No refund for the current period – you retain access until the period ends
  • Future charges will be stopped

Note: We understand that annual commitments are significant. If you experience issues that prevent you from using the service, please contact us to discuss options.

6. Refund Process

6.1 Request Submission

To request a refund:

  1. Email support@pulseview.se with subject "Refund Request"
  2. Include:
    • Stripe transaction ID or order number
    • Account email address
    • Reason for refund request
    • Date of purchase
    • Any supporting documentation

6.2 Review Process

  • We will review your request within 2-5 business days (we're a solo operation, so please be patient)
  • We may request additional information if needed
  • Decisions will be communicated via email

6.3 Processing Through Stripe

Once approved, the refund will be processed through Stripe:

  • Stripe processing time: 5-10 business days
  • Bank/card issuer processing: Additional 3-5 business days (varies)
  • Refund method: Original payment method
  • Refunds appear as credits to your original payment method

Note: Stripe's refund timelines and policies apply, and we cannot control the speed of bank processing.

7. Disputes and Chargebacks

7.1 Contact Us First

If you have a billing issue, please contact us first at support@pulseview.se before initiating a chargeback or dispute with your payment provider.

We are committed to resolving issues fairly and will work with you to find a solution.

7.2 Chargeback Consequences

If you initiate a chargeback without first contacting us:

  • Your account may be suspended immediately
  • We may incur fees from Stripe for chargeback processing
  • We reserve the right to recover costs associated with fraudulent chargebacks

We strongly encourage contacting us first – we're reasonable people and want to resolve issues fairly.

8. Stripe Refund Policies

Since payments are processed through Stripe, the following Stripe policies also apply:

  • Stripe's refund processing timelines
  • Stripe's policies regarding payment method availability
  • Stripe's dispute resolution procedures (if applicable)
  • Currency conversion and exchange rates (if applicable)

For detailed information about Stripe's refund policies, please refer to Stripe's documentation.

9. Currency and Exchange Rates

Refunds are processed in the original transaction currency. If exchange rates have changed between purchase and refund, the refunded amount may differ slightly due to currency fluctuations. Stripe handles currency conversion according to their policies.

10. Tax Refunds (VAT)

VAT and other taxes paid will be refunded according to Swedish and applicable tax laws. For tax-related questions, you may need to contact your local tax authority or Skatteverket (Swedish Tax Agency) if applicable.

11. Special Considerations

As a solo developer operation, we ask for your understanding:

  • Response times may vary, but we strive to handle refund requests fairly and promptly
  • We aim to be reasonable and fair in our decisions
  • We appreciate patience during high-demand periods
  • We're committed to resolving issues fairly for both parties

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Material changes will be communicated via email to active customers.

The "lastUpdated" date at the top of this document reflects the most recent changes.

13. Contact Us

For refund requests or questions about this policy:

  • Email: support@pulseview.se
  • Subject Line: "Refund Request" or "Refund Policy Question"
  • Response Time: We aim to respond within 2-5 business days

14. Dispute Resolution

If you are not satisfied with our refund decision:

  1. Request reconsideration – Contact us again with additional information or clarification
  2. Contact Stripe – If the refund was processed through Stripe, you may contact their support
  3. Swedish Consumer Agency – You may contact Konsumentverket for guidance
  4. EU Online Dispute Resolution – Use the EU ODR platform: ec.europa.eu/consumers/odr

This policy is designed to be fair to both customers and our small operation. We appreciate your understanding and are committed to resolving issues fairly and transparently.

Questions about this document?

Contact Legal Team