Refund policy

01How to request a refund

Email support@lonelyduck.io with:

• Your receipt email address
• Your order id / transaction id (if available)
• The product name
• A short reason (helps us improve)

For Saferow Pro, write from the address you bought with, or to support@saferow.app, which forwards here. For Carriel's bigger pouch, write from the address you bought with.

02Eligibility (general guidelines)

We may grant refunds at our discretion. In general, a refund is more likely to be approved when:

• The request is made soon after purchase.
• The license has not been activated (or has minimal/accidental activation).
• There is a technical issue that prevents normal use and we cannot resolve it.

A refund may be denied when the license has been activated and used in a way that makes the purchase effectively "consumed."

Saferow Pro is the exception: it is refunded in full within 30 days of purchase for any reason, whether or not it has been activated. After 30 days, write to us anyway if something in Saferow is broken: we would rather fix it or refund it than leave you stuck.

Carriel's bigger pouch is refunded in full within 30 days of purchase, for any reason, whether or not a Mac has used it. The free pouch is how you try Carriel first.

03What happens if a refund is granted

If a refund is granted, we may void the associated license key and disable further activation/use. This is standard for digital license products.

For Saferow Pro, a refund turns Pro off on the license's Macs, which go back to Saferow Free: within seconds on a Mac that is online, and when it next connects or its lease ends (30 days at most) on one that isn't. Nothing in Saferow is deleted: connections, the ledger, restore points, Memory, saved questions and watches stay on the Mac (watches pause), and changes waiting for approval can still be approved or rejected. If a refund is reversed, Pro comes back by itself.

For Carriel's bigger pouch, a refund ends the license: each Mac hears it at its next check-in, within a few days, and becomes a free pouch again. Nothing in the pouch is deleted or hidden; past 25 things, it only stops taking new ones.

Refunds are processed through the payment provider and go back the way you paid, card or PayPal. Timing depends on your bank/card issuer, usually 5 to 10 business days.

04Chargebacks

If you're having an issue, please contact us first. Chargebacks can result in license voiding and may limit our ability to offer support.

05EU consumer rights

Where statutory consumer rights (such as the EU right of withdrawal) apply, they are unaffected by this policy. For instantly-delivered digital goods, you consent to immediate delivery at the point of purchase, which may affect the right of withdrawal.

To withdraw from a purchase, use the withdrawal form: we acknowledge it by email with the date and time we received it.

06Related policies

See also Terms of Service and the Software EULA.