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General

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General

Orders, receipts and refunds

Applies to Canto 1.0 beta 3 and Tulip 2.0 beta 2Updated
On this page 7 sections
  1. Buying
  2. What arrives by email
  3. Your account
  4. Currencies
  5. Renewals and upgrades
  6. Refunds
  7. When you write to support

LonelyDuck sells Canto Pro and Tulip Pro on lonelyduck.io. Checkout runs through Stripe or PayPal. Each purchase is a one-time payment; nothing renews by itself.

Buying#

You don't need an account to buy. A guest purchase is tied to the email you enter at checkout. If you're signed in, the purchase is also linked to your account.

What arrives by email#

After you pay, LonelyDuck emails:

  • Your license, with a link that activates it on your Mac and the license as text to paste. For Canto, the email also carries a key for Canto 0.10 and links to the download and your account.
  • A receipt with what you were charged.

Right after checkout, the order page also offers to open the app with your license. After that, the license is in your email and, if you have one, your account.

No email? Check your spam folder, then use Email my license on the Canto activate page or the Tulip activate page. See Lost your license?

Your account#

Signed in at lonelyduck.io, your account lists your licenses and payments. For Canto, Account › Canto shows each license with its plan, its new-features date and the Macs it's on, with Release, Renew, Upgrade, Copy license and Resend email.

Your account shows the purchases made with its email address. Bought with another address? Sign in with that one, or write to support.

Currencies#

The store shows prices in US dollars, or in Korean won when your browser's preferred language is Korean. A switch on the pricing page changes it. The site never looks up where you are.

PayPal doesn't take won, so a PayPal checkout always charges the US price. Your receipt shows the amount and currency you were charged.

Renewals and upgrades#

Canto Pro's renewal and the upgrade from 1 Mac to 3 Macs are bought from your account: sign in with the email you bought with, then Account › Canto › Renew or Upgrade. They apply to that license. See Licenses and your Macs.

Refunds#

To ask for a refund, email support@lonelyduck.io with:

  • the email address on your receipt,
  • your order id or transaction id, if you have it,
  • the product,
  • a short reason (it helps).

Refunds are granted at LonelyDuck's discretion. A refund is more likely when you ask soon after buying, when the license hasn't been activated (or only by accident), or when a technical problem stops the app working and support can't fix it.

When a refund is granted, it goes back through Stripe or PayPal; how long it takes depends on your bank or card issuer. The license is turned off: each Mac using it shows "The purchase was refunded" and moves to Free. Nothing on your Macs is deleted. Refunding a Canto renewal takes back that year of new features but leaves the license working.

If you have a problem with a purchase, write to support before you open a chargeback. A chargeback turns the license off on every Mac.

Where consumer law gives you rights, such as the EU right of withdrawal, the policy doesn't take them away. The full text is the refund policy.

When you write to support#

Include the email you bought with, your order id (from your receipt), the product, and what you expected and what happened. One person answers, usually within two working days.

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