Refund Policy
30-day money-back guarantee and refund channels.
Refund Policy
Last updated: 2026-06-28
If you are not happy with Mosaic within 30 days, we refund you. No questions asked. On top of that, EU/EEA/UK buyers keep the statutory 14-day right of withdrawal, and your local mandatory consumer rights apply in full.
This page covers the 30-day money-back guarantee, the 14-day statutory withdrawal, how to cancel a renewal, how to request a refund, how refunds are processed, the statutory model withdrawal form, and what to do if a request is refused.
Mosaic is sold worldwide by Paddle.com Market Limited ("Paddle") as Merchant of Record on behalf of Barta Gergő (egyéni vállalkozó; registered seat: 1123 Budapest, Nagyenyed utca 5., Hungary). Paddle processes refunds on our instructions. Paddle's own Refund Policy forms part of your purchase contract; this page sets out the voluntary commitments we add on top.
1. 30-day money-back guarantee
If you are not satisfied for any reason within 30 days of your purchase, contact us or use the Request a refund link in your Paddle order receipt email and we will issue a full refund. No reason required.
The 30-day guarantee covers:
- the one-time perpetual license purchase, and
- the first annual update renewal payment after the 12-month update period ends.
Subsequent renewals (year 2 onward) are not covered by this voluntary guarantee. For those, use the standard subscription-cancellation path in § 3: cancel before the next billing date in your Paddle Buyer Portal and you will not be charged. Paddle sends a renewal reminder before each charge.
Your statutory rights under § 2 are always available, regardless of this voluntary guarantee.
2. EU/EEA/UK 14-day statutory right of withdrawal
If you are a consumer resident in the European Union, EEA, or United Kingdom, you have a statutory right to withdraw from your purchase contract within 14 days of the day the contract was concluded (in practice, the day you completed checkout). You do not need to give a reason. The basis is Directive 2011/83/EU Art. 9, transposed in Hungary by 45/2014. (II. 26.) Korm. r.
We do not ask you to waive this right. Some vendors require buyers to tick a box waiving the 14-day withdrawal right in exchange for immediate download (the Art. 16(m) waiver under Directive 2011/83/EU). We have chosen not to use that mechanism. You keep the full 14-day window even if you download, install, and use Mosaic the same day you buy it.
How to exercise the right. The simplest path is the Paddle Buyer Portal (see § 4). You can also use the model withdrawal form in § 6, or send any unequivocal written statement to [email protected].
Annual renewals. Each annual renewal payment starts its own fresh 14-day window. We treat the renewal charge as a new contract from which you may withdraw within 14 days. This is more generous than the strict letter of current law and we keep it that way deliberately.
3. Subscription cancellation (annual update renewal)
The annual update renewal:
- is opt-in and auto-renewing unless you cancel;
- can be cancelled at any time through the Paddle Buyer Portal before the next billing date;
- does not entitle you to a partial refund for the unused portion of a paid period, except within the 14-day statutory withdrawal window (§ 2) or under the 30-day money-back guarantee (§ 1);
- does not affect your perpetual fallback license. If you cancel, you keep the right to keep using the last version of Mosaic that was released during your active update period, indefinitely.
Refund treatment for renewals:
| Time since renewal charge | Refund treatment |
|---|---|
| 0 to 14 days | Full refund (statutory right of withdrawal) |
| 14 to 30 days | Full refund (first renewal only, under the 30-day money-back guarantee) |
| 30 days to end of paid period | No refund; cancel auto-renewal to avoid the next charge |
| End of paid period | Subscription ends automatically; perpetual fallback license remains valid |
Current prices are listed at mosaicterminal.dev/pricing.
4. How to request a refund
Three channels, in order of speed:
- Paddle order receipt email (fastest). Open the receipt Paddle sent you after purchase and click Request a refund. This reaches Paddle's support team directly.
- Paddle Buyer Portal (self-service). Sign in at paddle.net with the email you used at checkout. You can view purchase history, cancel subscriptions, download invoices, and submit a refund request from there.
- Email us at [email protected]. Include your order ID (on the Paddle receipt). We forward the request to Paddle within 1 business day and confirm receipt. We can also help locate your order ID if you no longer have the receipt.
You do not need to give a reason within the 30-day money-back window or the 14-day statutory window. After those windows, please tell us briefly what is wrong so we can either help fix it or process a goodwill refund.
5. Refund processing
Once a refund is approved:
- Processing time. Paddle processes refunds within up to 14 business days to the original payment method. Card-network or bank delays may add a few days on top.
- Currency. Paddle issues the refund in the original transaction currency. If your bank applied an FX rate on the original charge, it may apply a different rate to the credit. That part is outside our and Paddle's control.
- Invoice. Paddle issues a credit note (helyesbítő számla) reflecting the refunded amount and emails it to you.
- License-key deactivation. Your license key for the refunded purchase becomes inactive within 24 hours of refund approval. If you installed Mosaic on multiple devices using the refunded license, all of them deactivate.
For renewals: the 24-hour deactivation applies only when the original purchase is refunded. Refunding a renewal payment does not revoke your perpetual fallback license. It simply ends your access to updates published during the refunded renewal period.
6. Statutory model withdrawal form (Annex I(B) of Directive 2011/83/EU)
You may copy and complete the form below to exercise your statutory right of withdrawal in writing. Sending this form is one acceptable way to withdraw; you can equally click the Paddle Request a refund link (§ 4) or send any unequivocal statement to [email protected]. The form is provided because EU consumer law (Annex I(B) of Directive 2011/83/EU) requires us to make it available.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: Barta Gergő (egyéni vállalkozó) 1123 Budapest, Nagyenyed utca 5., Hungary Email: [email protected]
(copy recommended to Paddle.com Market Limited at [email protected], as Paddle is the Merchant of Record and processes the refund)
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
Mosaic perpetual license / annual update renewal (*)
Ordered on: ____________ Order ID (Paddle): ____________ Name of consumer(s): ____________ Address of consumer(s): ____________ Signature (only if this form is notified on paper): ____________ Date: ____________
(*) Delete as appropriate.
7. Online withdrawal function (withdrawal button)
Directive (EU) 2023/2673, applicable from 19 June 2026, requires that consumers be able to exercise the right of withdrawal through an easily identifiable online withdrawal function. The obligation is implemented in Hungary by Government Decree 415/2025. (XII. 23.) Korm. r.
For Mosaic purchases:
- Paddle, as Merchant of Record, is the primary obligor under the consumer contract. You bought from Paddle, with us as the licensor of the software.
- Paddle provides the compliant withdrawal function through the Paddle Buyer Portal and through the Request a refund and Cancel subscription links in every order receipt email.
- To access it, open your most recent Paddle receipt and click Manage subscription or Request a refund. If you cannot find the receipt, sign in at paddle.net with the email you used at checkout.
If Paddle's withdrawal function is not working or not accessible to you, email [email protected] with your order ID and we will escalate the case to Paddle on your behalf within 1 business day. This does not limit your statutory rights.
8. If a refund request is refused
If a request is refused and you wish to escalate, the options below apply. Statutory rights override anything in this policy.
Hungarian conciliation board (Békéltető Testület) competent for our registered seat:
Budapesti Békéltető Testület 1016 Budapest, Krisztina krt. 99., I. em. 111. Mailing address: 1253 Budapest, Pf.: 10. Email: [email protected] Phone: +36 1 488-2131 Website: bekeltet.bkik.hu
A Hungarian consumer may instead initiate proceedings before the conciliation board competent for their own place of residence or stay. Central directory: bekeltetes.hu.
Hungarian consumer protection authority: Nemzeti Kereskedelmi és Fogyasztóvédelmi Hatóság (NKFH) at nkfh.gov.hu.
EU cross-border disputes: European Consumer Centres Network (ECC-Net) at consumer-redress.ec.europa.eu. Hungary's ECC: magyarefk.hu.
The EU Online Dispute Resolution (ODR) Platform was discontinued on 20 July 2025. The channels above replace it.
9. Contact
| Channel | When to use |
|---|---|
| Paddle order receipt → Request a refund | Fastest path, recommended for most cases |
| paddle.net (Paddle Buyer Portal) | Self-service: subscription cancellation, invoices, refunds |
| [email protected] | If you no longer have the receipt, if Paddle's portal is not working, or if you want us to coordinate with Paddle |
We reply within 1 business day (Central European Time, Monday to Friday, excluding Hungarian public holidays).
Nothing on this page limits your statutory rights as a consumer under European Union, United Kingdom, or Hungarian law.