Overview

Loadena primarily sells digital products. Digital content can often be delivered, accessed or copied shortly after purchase, so refund handling differs from returning a physical item.

Refund requests are reviewed in context. Depending on the facts, the product and applicable law, an appropriate outcome may include restored access, a corrected file, replacement content, a partial refund, a full refund or another suitable remedy.

Before purchasing, review the product description, included files, compatibility information, product-specific usage rules and the applicable Digital Product License.

When a refund or other remedy may be available

Depending on the circumstances and applicable law, a refund or another appropriate remedy may be available when:

• you were charged for a genuine accidental duplicate purchase;
• a delivered file is corrupted or technically unusable because of a verified problem on our side;
• a material part of the purchased product is missing;
• the supplied product is materially different from the description shown at the time of purchase;
• payment was accepted but the purchased digital product cannot be provided;
• a technical problem controlled by Loadena prevents reasonable access and cannot be resolved;
• applicable law requires a refund, cancellation, withdrawal or another remedy.

We may request reasonable information needed to investigate the issue, such as the order number, screenshots, device details, software information or an error message.

Situations that are normally not refundable

Subject to mandatory rights and the circumstances of the transaction, a discretionary refund is normally not provided solely because:

• you changed your mind after receiving access to a product that works as described;
• you purchased the wrong product despite the relevant description, format or compatibility information being available before purchase;
• you do not have the software, device, skill or third-party service required by clearly disclosed compatibility requirements;
• you expected a feature, format, customization or service that was not represented as included;
• you no longer need the product after purchase;
• minor visual differences arise from displays, applications, printers or device settings rather than a defect in the delivered product.

Duplicate purchases

If you accidentally purchase the same product more than once for the same intended use, contact us with the relevant order numbers.

Where the review confirms an unintended duplicate transaction, the duplicate may be refunded while the valid purchase and its applicable license remain in place.

This does not apply where multiple licenses, seats, copies or separate purchases were intentionally required.

Technical problems

If a valid download, supplied file or included functionality does not work as described, contact us and provide a reasonable opportunity to investigate.

Where practical, we may first provide a corrected file, replacement download, troubleshooting guidance or restored access. If a verified problem on our side cannot reasonably be corrected, another remedy may be available.

A discretionary refund is not normally appropriate when the product works as described but the issue results from unsupported software, device limitations, a third-party service or use that conflicts with compatibility requirements disclosed before purchase. Mandatory rights remain unaffected.

Product materially not as described

If you believe a delivered product is materially different from the description available when you purchased it, identify the difference and provide the order number.

We may compare the product description, previews, product-specific rules, delivered files and your report. Personal preference or a feature never represented as included does not by itself make a product materially not as described.

Where a material non-conformity is confirmed, we may correct or replace the product, provide a proportionate remedy, or issue a refund where appropriate or legally required.

Custom and bespoke digital products

Custom work may have project-specific deposit, cancellation, revision, delivery, acceptance and refund terms agreed before work begins.

Those specific terms apply together with this policy and any mandatory rights that cannot legally be excluded. Where work has already begun at the customer’s request, the appropriate outcome may depend on the agreed scope, work completed, delivered stages and non-recoverable costs.

How to request a refund review

Use the Contact page or email info@loadena.com.

Please include:

• your order number;
• the email address used for the purchase;
• the product name;
• a clear description of the issue and the outcome you are requesting;
• screenshots or technical details when they help explain the problem.

Send the request as soon as reasonably possible after discovering the issue. This guidance does not shorten any mandatory legal deadline that applies to you.

How approved refunds are processed

Where the original payment method supports direct refunds, an approved monetary refund will normally be returned through that method. If this is not possible, another appropriate method may be required.

After a refund is submitted, the payment provider or financial institution may control how long it takes to appear in the customer’s account. Loadena therefore does not promise a universal posting time.

If only part of an order is affected, a partial refund or another proportionate remedy may be appropriate instead of refunding the entire order.

Download and license access after a refund

When a product is fully refunded, the contractual license to continue using that refunded product may end unless the refund arrangement or applicable law provides otherwise.

Future download access associated with a fully refunded product may be revoked or disabled. A partial refund does not automatically terminate every right in an order; the effect depends on what was refunded and the applicable product-specific and general license terms.

See the Digital Product License for the general usage framework. Each product may also state its own specific license rules, which apply to that product.

Chargebacks and payment disputes

If there is a genuine issue with a purchase, contacting Loadena first may allow the matter to be investigated and resolved more quickly.

When responding to a payment dispute, relevant order, delivery, download, support and transaction records may be provided to the payment provider where appropriate and permitted, subject to the Privacy Policy and applicable law.

This section does not prevent you from using a valid dispute or chargeback right available under applicable law or the rules of your payment provider.

Fraud, abuse and repeated refund misuse

A discretionary refund may be refused where there is reasonable evidence of fraud, abusive download behavior, intentional license violation, repeated misuse of refund requests or an attempt to obtain digital content without paying for it.

This provision will not be used to deny a mandatory consumer remedy that applicable law requires.

Mandatory consumer rights

This policy states Loadena’s general refund framework. It does not replace consumer-protection law that applies to a particular transaction.

Where applicable law gives the customer mandatory rights relating to defective, unavailable, non-conforming or incorrectly supplied digital content, or provides a valid cancellation or withdrawal right, those rights remain available to the extent the law does not permit them to be excluded or limited by contract.

Digital-content rules vary between jurisdictions. Any mandatory requirements governing a particular transaction take priority where required by law.

How this policy works with product-specific rules

Each Loadena product can include its own specific usage and license rules on the product page. Those rules define what the customer may do with that product and link to the general Digital Product License.

Product-specific license terms do not automatically create a refund right. Refunds are assessed under this Refund Policy, the product description, any express product-specific purchase commitment, the Terms & Conditions and applicable mandatory law.

If a custom-project agreement contains specific refund or cancellation terms, those terms may apply to that project together with mandatory rights that cannot be excluded.

Changes to this policy

Loadena may update this policy when products, payment methods, store processes or legal requirements change.

The version generally relevant to an order is the version made available when the order was placed, subject to any later change required by applicable law. The “Last updated” date identifies the current published version.

Contact us about a purchase

For a refund review or a problem with a paid Loadena product, use the Contact page and include the order details needed to understand the issue.