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Refund & Cancellation Policy

How refunds and cancellations work for paid plans.

Last updated: 2026-07-01

This policy explains refunds and cancellations for paid NextPDF Pro and NextPDF Enterprise licenses. Prices and plans are on the pricing page. Purchases are sold through our Merchant of Record (MoR) — our authorised reseller and the seller of record — which takes payment and processes any refund. PATEON Network Technology Inc. (“PATEON”, “we”) publishes the policy below and provides product support.

Your statutory rights always prevail. Nothing in this policy limits or replaces the non-waivable rights you have under the consumer law of your country of residence. Where this policy and that law differ, that law governs.

Evaluate free before you buy — 14-day Trial

Every paid edition is preceded by a free 14-day Trial that unlocks the full feature set (encoded, watermarked, evaluation only). You can assess the software thoroughly, at no cost and no risk, before deciding to pay — whether you use the Trial is your choice. Because a risk-free evaluation is available to everyone before purchase, purchases are final and we do not offer discretionary, goodwill, or change-of-mind refunds.

All sales are final

Software licenses are digital content delivered immediately on purchase. All fees are non-refundable and all sales are final, except for:

  1. your non-waivable statutory rights as a consumer (see the sections below); and
  2. any refund our Merchant of Record is required to make, or chooses to make at its own discretion, under its buyer terms.

We do not give “didn’t use it”, “changed my mind”, “found it cheaper”, or other discretionary or goodwill refunds. If you buy as a business (for purposes relating to your trade or profession), no consumer right of withdrawal applies and your purchase is final, subject only to the warranty in your licence.

EU / EEA and UK consumers

If you are a consumer in the EU/EEA or the UK, you have a 14-day right of withdrawal for distance purchases. Because the software is digital content supplied immediately:

  • Immediate-delivery waiver. When you ask us to begin supplying the software before the 14-day period ends, you waive the withdrawal right only if you give express prior consent and acknowledge that you thereby lose it, and you receive confirmation on a durable medium (your Merchant-of-Record order receipt). The checkout captures that consent and acknowledgment. Where a valid waiver is not completed, your 14-day withdrawal right remains until supply begins. (EU Consumer Rights Directive 2011/83 Art 16(m) and Art 8(7); UK Consumer Contracts Regulations 2013.)
  • Faulty or non-conforming software. Your remedies for software that is faulty or not as described are not affected by the waiver or by “sales final”. Under the Digital Content Directive (EU) 2019/770 and the UK Consumer Rights Act 2015, we first bring the software into conformity (a fix or update) within a reasonable time; where that is impossible or unsuccessful, you may be entitled to a proportionate price reduction or, for a non-minor non-conformity, to terminate and receive a refund, within the applicable statutory liability period.

Other markets

  • Australia. Nothing in this policy excludes the consumer guarantees under the Australian Consumer Law, which cannot be excluded. For a major failure you may choose a refund or a replacement; for a minor problem we may instead offer to fix it within a reasonable time.
  • Mandatory local cancellation windows. Some countries give a short mandatory cancellation window for online purchases. Where one applies to you, our Merchant of Record honours it as the seller of record.
  • In every market, your local non-waivable consumer rights take precedence over this policy.

Merchant of Record discretion

Our Merchant of Record is the seller of record and may, at its own discretion, issue a refund under its buyer terms — for example to resolve a billing dispute, a suspected-fraud case, or a payment dispute. Any refund is processed by the Merchant of Record; we do not refund buyers directly.

Chargebacks

A licence is suspended or revoked only where a chargeback is raised to circumvent this policy and the order is reversed and not cured. A legitimate dispute, a statutory refund, an unauthorised-payment claim, or a refund granted by the Merchant of Record is not treated as abuse.

How to request a refund or report a problem

Refunds are processed by the Merchant of Record (the seller of record for your order). For product help — including whether software is faulty or non-conforming — contact PATEON; the Merchant of Record’s buyer support actions the payment itself.

  • Email: [email protected] (include your Order ID).
  • Phone: +886-2-2500-0672.
  • A self-serve contact path to the Merchant of Record is also provided with your purchase and on your receipt.

How checkout works. Checkout, invoicing, tax, and refund processing are operated by our Merchant of Record, which presents the consumer/business distinction, the immediate-delivery waiver, and the EU/UK withdrawal mechanism at the point of sale and confirms them on your receipt (the durable medium). This page publishes the policy.

Governing law

This policy is governed by the laws of Taiwan, with the Taipei District Court (臺灣臺北地方法院) as the forum, without prejudice to the mandatory consumer-protection rights you hold under your local law.