Refund policy

This page summarises when and how you get money back. The terms of service and the withdrawal information apply; your statutory rights remain unaffected.

You pay for orders through Paddle.com Market Limited, our reseller (Merchant of Record). Refunds therefore always go through Paddle to the payment method you paid with.

When you get money back

• A page could not be checked. If a paid page cannot be reached or blocks automated requests, we refund the amount for that page or, if you prefer, check it again (terms § 8(3)). If the whole order fails, we refund the full price.
• Withdrawal while the report is not ready. Consumers and business customers with consumer rights can withdraw using the "Withdraw from contract" button in the account, by email or with the model withdrawal form. We refund the price minus the share for the pages that were already fully checked when the withdrawal reached us (terms § 12, withdrawal information).
• Defective service. If the check or the report is defective, tell us via "Report a problem" in the account or by email. We reply within 14 days and check again; if that fails or is unreasonable, we refund the price in full or in part (terms § 13).
• Force majeure or termination by us. We refund amounts for checks not performed (terms § 6(6) and § 15).

When there is no refund

• Once the report is ready, the right of withdrawal expires if you consented to immediate performance (terms § 12(3)). A report that conforms to the contract is not refunded, even if you do not like the results or would have chosen other pages.
• If we terminate because of a serious breach of the permitted use (terms § 9), this does not apply to the check concerned (terms § 6(6)).
• The quick check is free, so there is nothing to refund.

Process and time limits

1. We initiate refunds for technical failures ourselves once the check has finished. In the other cases, the withdrawal or the complaint is enough; no separate request is needed.
2. We initiate the refund no later than 14 days after receiving the withdrawal or after our decision on the complaint. Depending on your bank and payment method, a few more days may pass before the money reaches your account.
3. Refunds are free of charge. Paddle issues the credit note.
4. Refunds are made in the currency of the payment. We do not reimburse exchange rate differences or fees charged by your bank or payment service provider.

Chargebacks

If you have a payment reversed through your bank or card issuer instead of writing to us, Paddle handles the case with your payment service provider. While a chargeback is open, we may suspend checks for the order concerned. Please contact us first; it is faster.

Contact

"Report a problem" in the account, the contact form or hello@normaro.eu. You can also ask Paddle directly about payments via paddle.net.