Plen - Refund Policy
This Refund Policy explains how refunds work for Plen. It should be read together with our Terms & Conditions and with Paddle’s Checkout Buyer Terms, which apply to your payment. Where this Policy and our Terms & Conditions overlap, they are intended to say the same thing; this Policy gives the detail.
1. The short version
- Plen is a one-time purchase that you can try for free before you buy.
- Because the free Trial is the way to evaluate Plen, we do not offer voluntary, no-questions-asked refunds once your Licence Key has been delivered.
- If Plen is genuinely faulty or not as described, you are still fully protected: your statutory consumer rights are unaffected, and we will put things right.
- Your payment is handled by Paddle as Merchant of Record, and Paddle’s own refund and chargeback processes also remain available to you.
2. Try before you buy
Plen offers a free Trial Licence, available from our Site with no time limit. The Trial lets you plan up to three projects so you can get a genuine feel for how Plen works before paying. The Trial cannot save or export your work; its purpose is evaluation. We strongly recommend trying Plen before purchasing, because the Trial is the intended way to decide whether Plen is right for you.
3. Why we do not offer voluntary refunds
Plen verifies your Licence Key locally on your own device and never communicates with our servers. This is the same privacy-protecting design that keeps your project data entirely on your machine. A consequence of it is that, once a Licence Key has been issued, we have no technical means of revoking it or disabling it remotely. Because the key cannot be “returned” once delivered, and because the free Trial already lets you evaluate the software, we do not offer discretionary refunds on delivered keys.
4. Your 14-day withdrawal right and the waiver
Under EU consumer law you normally have a 14-day right to withdraw from a distance purchase. For digital content supplied without a physical medium — such as Plen — this right ends once supply has begun, if you have given express prior consent to that and acknowledged that you thereby lose the right of withdrawal (Article 16(m) of Directive 2011/83/EU; Article 6:230p sub g of the Dutch Civil Code).
During checkout, and before your Licence Key is delivered, you are asked to give exactly that consent and acknowledgement. By completing your purchase and downloading Plen or activating your Licence Key, you consent to immediate performance and accept that your 14-day withdrawal right ends at that point. You receive confirmation of this on a durable medium in your order-confirmation email. If you are not ready to waive that right, simply do not complete the purchase — use the free Trial instead.
5. When you are still entitled to a remedy
“No voluntary refunds” does not mean “no rights.” Nothing in this Policy limits the protections you have by law. In particular, if Plen does not conform to what we promised — for example, if it is materially defective or does not function as described on our Site or in our documentation — you are entitled to the statutory conformity remedies under Articles 7:6 and 7:50aa et seq. of the Dutch Civil Code (implementing Directive 2019/770). These remedies can include repair, a working replacement, or a proportional price reduction or refund where appropriate, and they apply for at least two years from the date you receive Plen, and possibly longer depending on the circumstances.
If you believe Plen is faulty or not as described, contact us first at info@plen.work with a description of the problem (and your order reference if you have it). We genuinely want Plen to work for you. We will look at every such report on its own merits and, where there is a real fault we cannot resolve, we will provide an appropriate remedy — which may include a refund. This is separate from, and additional to, the “no voluntary refund” position above, which concerns simple change-of-mind requests.
6. How to make a claim
- For a fault or non-conformity: email info@plen.work describing the problem and including your order reference. We will respond and work with you toward a fix or other appropriate remedy.
- Through Paddle: because Paddle is the Merchant of Record, you may also raise a refund request or payment dispute directly with Paddle under its Checkout Buyer Terms and Refund Policy. Paddle handles refund processing and chargebacks.
7. Lost Licence Key
Losing your Licence Key is not a reason for a refund, there is no need. You can fill in the email you used when purchasing Plen on this page https://www.plen.work/lost-key.html and have your key sent to you automatically or email us at info@plen.work and we will resend it. Paddle also keeps a record of your purchase.
8. Chargebacks
If you raise a chargeback through your bank or card provider, it is handled by Paddle in accordance with their terms. As set out in our Terms & Conditions, a confirmed chargeback that is not resolved within a reasonable time may lead us to terminate the associated Full Licence.
9. Contact
For any refund question, email us at info@plen.work. We read every message.