Last Updated: [06/27, 2026]
This Refund Policy applies to purchases of DigitPaw products and paid features made through digitpaw.com or our Lemon Squeezy checkout.
Payments are processed by Lemon Squeezy, our Merchant of Record. Lemon Squeezy may process refunds, taxes, invoices, and chargebacks in accordance with its own policies, legal obligations, and payment network requirements.
1. General Refund Policy
We want customers to be satisfied with DigitPaw. If you experience an issue with your purchase, please contact us at [support@digitpaw.com] and we will try to help.
For the initial DigitPaw desktop software purchase, you may request a refund within 14 days of purchase if:
- The software cannot be downloaded, installed, activated, or used due to a technical issue that we cannot reasonably resolve;
- You purchased the wrong version by mistake and have not used the license extensively;
- You were charged incorrectly or purchased duplicate copies by accident;
- The product is materially different from what was described on our website.
Refund requests are reviewed case by case.
2. Digital Product Delivery
DigitPaw is a digital product delivered by download. Once a digital product has been delivered, downloaded, activated, or used, refunds may be limited unless required by law or unless the product has a material technical problem we cannot resolve.
3. AI Pet Customization Purchases
Paid AI pet customization purchases may be refundable within 14 days only if:
- The paid customization credit or feature was not used;
- The purchase was accidental or duplicated;
- A technical error prevented the feature from working and we cannot reasonably resolve it.
Once an AI customization request has been submitted, processed, or used to generate an output, the purchase is generally non-refundable, unless required by law or unless there is a confirmed technical failure.
4. Non-Refundable Situations
We may refuse refund requests where:
- The request is made after the refund period;
- The product has been successfully downloaded, activated, and used without a material defect;
- The issue is caused by unsupported devices, unsupported operating systems, user configuration, third-party software, or failure to meet published system requirements;
- The customer changed their mind after substantial use;
- There is evidence of fraud, refund abuse, chargeback abuse, license sharing, or violation of our Terms of Service;
- The purchase was made through a third-party platform with its own refund process.
5. How to Request a Refund
To request a refund, email us at [support@digitpaw.com] with:
- Your order ID;
- The email address used for purchase;
- The product or feature purchased;
- A brief description of the issue;
- Relevant screenshots, error messages, or logs if available.
We aim to respond within 5 business days.
6. Refund Processing Time
If a refund is approved, it will be processed through Lemon Squeezy to your original payment method where possible.
Refunds may take up to 10 business days or longer to appear on your statement, depending on your bank, card issuer, payment method, or country.
7. Taxes and Fees
Applicable taxes are calculated and handled by Lemon Squeezy as Merchant of Record. Tax refunds, where applicable, may be handled by Lemon Squeezy in accordance with applicable law and its own policies.
8. Chargebacks
If you have an issue with your purchase, please contact us first at [support@digitpaw.com]. We are happy to investigate and resolve legitimate issues.
Submitting an improper chargeback for a valid purchase may result in suspension of your license, account, or future access, where permitted by law.
9. Legal Rights
Nothing in this Refund Policy limits any mandatory consumer rights you may have under applicable law.
10. Contact Us
Refund questions can be sent to:
NormTech (HK) Limited
Email: [support@digitpaw.com]
Website: https://digitpaw.com