Digital Product Refund Policy

Version: 1.3
Effective date: 10 August 2026

This Policy explains when a payment for a PatchDNA digital product may be refunded and how a request is handled. It supplements the PatchDNA Terms of Sale and Software License Agreement. Nothing in this Policy excludes or limits a consumer remedy that cannot lawfully be excluded in the Customer's country.

1. Scope

1.1. PatchDNA is downloadable software supplied under a digital License. Delivery may include an Account entitlement, download access, a license key, Activation or another technically equivalent method.

1.2. Delivery is complete when the Customer has a real ability to access the entitlement, download the Product and activate or otherwise use it as purchased. Email is a notification channel and is not the sole method of delivery.

1.3. Before payment, the Customer must review the published functionality, compatibility requirements, price, currency and the requirement for separately licensed Third-Party Software, including Serum 2 where stated.

2. Digital delivery and change-of-mind requests

2.1. Checkout requests the Customer's express instruction to begin digital delivery immediately and acknowledgement of the legal consequence that may follow once supply begins. This control is separate, affirmative and unchecked by default.

2.2. After the License or download access has been made available, download has begun, or Activation has been completed, PatchDNA does not offer a voluntary change-of-mind refund merely because the Customer no longer wants the Product, has not used it, expected a different creative result, found an alternative, selected the wrong compatible format, or did not check published requirements.

2.3. Clause 2.2 does not remove a statutory withdrawal right where applicable law preserves it, and does not affect remedies for non-delivery, duplicate billing, a material lack of conformity or another ground that mandatory law requires PatchDNA to honour.

3. Cases reviewed for a refund or other remedy

3.1. PatchDNA will correct or refund a verified duplicate charge, unauthorised duplicate order, incorrect amount, or other confirmed billing error for which PatchDNA is responsible.

3.2. If payment is confirmed but the License and access are not provided because of a PatchDNA fulfilment failure, PatchDNA will first restore delivery promptly. If delivery cannot be restored within a reasonable time, the Customer may receive a refund as required by applicable law.

3.3. If the Product has a material and reproducible non-conformity, PatchDNA may request the minimum diagnostic information reasonably needed to verify it and may first repair the Product, replace the affected build or restore access where the law permits. If the remedy fails, is impossible, is not supplied within a reasonable time, or the defect is sufficiently serious, the Customer is entitled to the price reduction, termination or refund required by applicable law.

3.4. A problem caused solely by unsupported Third-Party Software, an unsupported operating system or host, an unlicensed or unavailable Serum 2 installation, a modified environment, or failure to meet published requirements is not a PatchDNA defect. Support will nevertheless make a reasonable effort to identify the cause.

3.5. PatchDNA does not promise that every automatically generated result will match a particular taste, genre expectation or commercial objective. A creative preference alone is not a material Product defect.

4. How to request review

4.1. Send the request to support@patchdna.ai from the order email address. Include the order identifier, purchase date, requested remedy, a concise explanation and, for a technical issue, the Product version, operating system, host and reasonable reproduction steps.

4.2. Do not send passwords, full payment-card details, unrelated project files or confidential materials. PatchDNA may request proof that the requester controls the Account or payment where reasonably necessary to prevent fraud.

4.3. PatchDNA will acknowledge and review a complete request within the period required by applicable law or, where no period is prescribed, within a reasonable time. Technical investigation time depends on the information supplied and reproducibility of the issue.

4.4. An approved refund is returned through the original payment route where practicable. The Payment Provider or bank controls the time required for the funds to appear after PatchDNA has submitted the refund.

5. Effect of a full refund

5.1. When a full refund is processed, the related License and Activations are normally revoked, the Customer must stop using and delete the Product, and download access may be removed.

5.2. A completed musical work or sound recording lawfully created before termination may continue to be used, unless applicable law or a decision concerning fraud requires otherwise. This does not permit continued use of the refunded Software or distribution of its protected Materials.

5.3. A chargeback is not an additional refund method. A payment reversal may suspend the related License while the transaction is reviewed. This does not restrict a lawful right to dispute an unauthorised transaction.

6. Relationship with other documents

6.1. The Terms of Sale and Software License Agreement govern the purchase and License. This Policy provides a focused summary of refund handling. If the documents conflict, the Terms apply, except that mandatory consumer law always prevails.

6.2. The Privacy Policy explains how order, support, diagnostic, refund and fraud-prevention information is processed. PatchDNA retains only the records necessary to handle the request, meet legal obligations and defend legitimate claims.

6.3. PatchDNA may update this Policy for future purchases. The version accepted with an order remains recorded with that order and will not be silently replaced.

7. Seller and contact

Licensor and seller: Individual Entrepreneur Igor Grigoryevich Molka
INN: 772377040614
OGRNIP: 321774600446241
Website: https://patchdna.ai
Refund and support contact: support@patchdna.ai

Current Policy: https://global.patchdna.ai/en/refunds