Refund & Cancellation Policy

Last updated: 11 June 2026

1. Who You Buy From and Who Refunds You

Your purchase contract is concluded directly with Keynaptic GmbH as the seller. Stripe Payments Europe, Ltd. (“Stripe”) acts solely as our payment processor — Stripe is not the seller and is not a party to your contract. Refunds are decided and issued by Keynaptic and are returned through Stripe to your original payment method. Full contract terms: Terms of Service.

2. Cancellation vs. Refund

These are two different actions. Most users only need the first one:

• Cancel auto-renewal — stops the next yearly charge. Cancel at any time, free of charge and without giving a reason, on our cancellation page. Cancellation takes effect at the end of the current billing period: your Pro license stays fully active until the end of the period you already paid for, then reverts to free features. After your initial term, the subscription renews for one (1) year at a time at €29.00/year (incl. VAT).
• Refund — returns money you already paid, subject to the rules below.

Cancellation is not a withdrawal and does not trigger a refund. There are no pro-rata refunds for the unused remainder of a billing period you have already paid for; the license simply remains usable until that period ends.

3. Statutory 14-Day Right of Withdrawal (EU/EEA Consumers)

If you are a consumer resident in the EU/EEA, you have a statutory right to withdraw from your purchase within fourteen (14) days of contract conclusion without giving any reason. To exercise it, send an unambiguous statement of your decision to withdraw (an email is sufficient) to:

Keynaptic GmbH
Salachweg 14 B
86807 Buchloe, Germany
E-Mail: billing@pastesuiteai.com

The full statutory withdrawal instruction and a model withdrawal form are set out in Terms § 15.3 (Right of Withdrawal for Digital Content); use of the form is optional. Mandatory consumer rights under the law of your country of residence remain unaffected.

3.1 Expiry of the Withdrawal Right for Digital Content

During checkout you tick a mandatory checkbox by which you expressly request that we begin performance immediately (i.e. deliver your license key right away) and acknowledge that your right of withdrawal expires once the license key has been delivered (§ 356 (5) BGB). Your order confirmation email confirms this consent. After the license key has been delivered, the statutory withdrawal right therefore no longer applies; the goodwill cases in Section 4 may still be available.

3.2 Effects of Withdrawal

If you withdraw validly, we refund all payments we received from you for the withdrawn purchase without undue delay and at the latest within fourteen (14) days of the day we receive your withdrawal. The refund is issued via Stripe to the same payment method you used for the original transaction; you will not be charged any fees for the refund.

4. Goodwill Refunds by Keynaptic

Beyond the statutory rules above, Keynaptic will grant a voluntary refund in the following situations, provided the request reaches us within a reasonable time after purchase:

• Technical defect we cannot fix — the Software fails to run on a supported system configuration and we are unable to provide a working fix within a reasonable period.
• Duplicate purchase — the same license was purchased twice in error.
• Material change to the Terms you do not accept — see Terms § 13 (Modifications); in this case a pro-rata refund applies for periods after the change would have taken effect.

Address goodwill requests to billing@pastesuiteai.com with your order ID and a brief reason. We do not refund based on dissatisfaction once the Software has been used beyond the statutory withdrawal period, since the full feature set is available during the free 7-day trial before any payment.

5. What We Do Not Refund

• API charges billed by third-party providers (OpenAI, Anthropic, Google, etc.) to your own account — these are outside our control; see Terms § 4 (Bring-Your-Own-API-Key).
• Costs resulting from user misconfiguration — action chains, loops, or prompt design that trigger excessive API calls on your provider account; see Terms § 5 (User Responsibility).
• Partial-term refunds for the unused remainder of a paid period after the withdrawal right has expired, unless one of the goodwill cases in Section 4 applies.

6. Statutory Warranty Rights

Your statutory warranty rights for defective digital content (including under Directive (EU) 2019/770 and §§ 327 ff. BGB) remain unaffected by this policy. If the Software is defective, your statutory remedies apply as described in the Terms of Service (Section 15).

7. How to Request a Refund

1. Locate your order ID. It is in your order confirmation email.
2. Email billing@pastesuiteai.com with your order ID. State whether you are exercising your statutory right of withdrawal (Section 3) or requesting a goodwill refund (Section 4, with a brief reason).
3. We confirm by email and issue the refund via Stripe to your original payment method.

8. Timeframe and Payout

Statutory withdrawals are refunded at the latest within fourteen (14) days of the day we receive your withdrawal (Section 3.2). Once a refund has been issued, the time until it appears on your statement depends on your bank or card network and is typically 5–10 business days. You will receive an email confirmation of the refund.

9. Contact

For all withdrawal, refund, and billing questions: billing@pastesuiteai.com. For the seller’s address and formal notices, see Legal Notice. Full contract terms: Terms of Service.

This page summarises the refund-related provisions already set out in our Terms of Service. In case of any inconsistency, the Terms of Service prevail.