Refund Policy

1. Scope and seller

This policy covers Server5 purchases completed through Paddle Checkout. Paddle acts as merchant of record: it sells the product, collects payment, issues transaction documents and processes refunds.

The definitive rules are the Paddle Refund Policy and Paddle Buyer Terms. This page does not replace them or limit mandatory rights.

2. General rule

Except where applicable law grants a refund right, transactions may be treated as non-refundable. Paddle may grant a discretionary refund after reviewing the individual case, but submitting a request does not guarantee approval.

Paddle may consider the digital nature of the product, the reason for the request, download or use, fraud or abuse indicators, and the terms in force when the purchase was completed.

3. Withdrawal rights

Consumers may have a statutory withdrawal period depending on their country. Paddle’s policy generally provides a 14-day period for certain purchases by consumers in the European Union, EEA, Switzerland and United Kingdom.

For digital content, withdrawal may no longer apply after download, access, transmission or use begins where the buyer expressly requested immediate supply and acknowledged the loss of that right. Local mandatory protection always prevails.

4. How to request a refund

Withdrawal and refund requests must be submitted directly to Paddle through:

• The support or transaction-management link in the purchase confirmation or receipt.
• The buyer portal at paddle.net.
• Any additional method stated in Paddle’s current terms.

Include the purchase email, transaction reference and a clear explanation. Never send full card numbers or security codes.

5. Delivery problems

If Server5 is not received after payment confirmation, first check spam folders and verify the purchase email. Then contact xeonlabs.io@gmail.com with the Paddle transaction reference.

Xeon Labs will investigate and may resend access, correct the recipient where possible or provide the files again. If delivery cannot be resolved, Paddle determines and issues any monetary refund.

6. Incorrect, corrupted or non-conforming product

If files are corrupted or incomplete, the wrong edition was delivered, or the product materially differs from its description, report the issue with relevant details about the environment.

Where appropriate, Xeon Labs will repair or replace the delivery, provide corrective instructions or supply a conforming version. If an adequate remedy is unavailable, the buyer may request any price reduction, termination or refund available under applicable law through Paddle.

7. Compatibility and change of mind

Before purchase, buyers should review the edition, technical requirements, supported systems and excluded services. Incompatibility arising from published requirements, unsupported external configurations or expressly excluded services does not by itself make the product defective.

This does not prevent Paddle from considering a discretionary request or affect mandatory consumer rights.

8. Approved refunds

Where Paddle approves a refund, it generally returns funds to the original payment method. Timing depends on the payment method, financial institution and required checks. Paddle provides the relevant confirmation or credit document.

A full refund ends the right to use the refunded license. The buyer must stop use and delete copies unless retention is legally required. Paddle or Xeon Labs will explain the license impact of any partial refund.

9. Taxes and invoices

Invoice corrections, VAT or other tax requests and tax refunds must be addressed to Paddle. Paddle may require a valid tax identifier or supporting documents within its stated and legally applicable time limits.

10. Fraud, abuse and chargebacks

Paddle may reject requests where there is reasonable evidence of fraud, manipulation or refund abuse. Access may be suspended while a chargeback or payment dispute is investigated.

Buyers are encouraged to contact Paddle first. This does not remove any lawful right to dispute a charge through a payment provider.

11. Division of responsibilities

Xeon Labs handles technical questions, delivery failures, damaged files and product conformity. Paddle handles charges, payment methods, tax documents, withdrawal, refunds and return of funds.

Xeon Labs may provide information to Paddle but cannot directly return money collected by Paddle or promise approval on Paddle’s behalf.

12. Mandatory rights

Nothing in this policy excludes non-waivable rights concerning digital products that are not delivered, defective, non-conforming or materially different from their description. Where local law offers greater protection, that protection prevails.

13. Contact

For payments and refunds, use paddle.net. For delivery, compatibility or Server5 functionality, email xeonlabs.io@gmail.com with the transaction reference.