Radiance Workstation
Refund Policy
Effective 4 October 2026
1. Our 14-day technical issue policy
For your first paid monthly or annual Pro purchase, including a discounted first purchase, we provide a full refund for a verified material technical issue that prevents normal use and remains unresolved after reasonable support. Report the issue within 14 calendar days of the initial payment. This is not a satisfaction guarantee or a free trial. This additional policy does not restrict mandatory consumer rights or Paddle’s policy.
2. Eligible technical issues
Examples include:
- The application consistently fails to install, launch, or perform a core advertised function on a supported system.
- A persistent sign-in failure caused by our software or service prevents account access, despite using valid credentials and completing reasonable recovery steps.
- Paid Pro access or a feature advertised as included in your purchased plan is not delivered after payment confirmation.
The problem must materially prevent the purchased use, rather than be a minor inconvenience, and must remain unresolved after reasonable troubleshooting. A product that is materially not as described may also qualify under applicable consumer law.
3. Payment errors
Verified duplicate charges for the same purchase, incorrect amounts, or charges taken after an effective cancellation are reviewed for correction with Paddle. These are separate from the first-purchase technical issue policy and are not automatically rejected because 14 days have passed. If you do not recognize a payment, contact Paddle promptly so it can investigate.
4. What is not covered by our additional policy
A change of mind, personal preference, infrequent use, choosing the wrong plan when its features were accurately disclosed, or expecting a feature not advertised as included does not by itself qualify. Nor does an issue solely caused by a system that does not meet requirements clearly disclosed before purchase, a user-controlled network or configuration problem, or forgotten credentials when normal recovery restores access. A temporary issue resolved through support does not qualify as an unresolved defect. These exclusions do not override mandatory withdrawal or refund rights, or Paddle’s decisions under its own policy.
5. How to request help or a refund
Email hello@radiance-workstation.com using your account email address. Include your Paddle receipt or transaction reference, a description of the problem, and the steps already attempted. For technical issues, share your operating system and app version and a non-confidential error screenshot if available. Never send your password, full card details, medical images, or patient data. Please give support a reasonable opportunity to resolve technical issues unless the law entitles you to an immediate remedy. You may also contact Paddle payment support at paddle.net.
6. Review and prevention of abuse
We assess the purchase and reported issue using relevant transaction and support records and may request reasonable information to verify it. A technical issue reported within the initial 14-day window remains eligible for review while troubleshooting continues; the window does not expire simply because support is still investigating. We will explain our decision and coordinate eligible refunds with Paddle. Requests supported by evidence of fabricated problems, altered receipts, or repeated refund claims for the same payment may be declined. Legitimate recurring technical problems are not automatically treated as abuse.
7. Processing and access
Approved refunds are processed through Paddle to the original payment method, including applicable tax adjustments. The time for funds to appear depends on the payment provider and your bank; we do not guarantee a fixed settlement date. When a Pro purchase is fully refunded, the associated paid access ends. Your account may continue with the features available under Education Free.
8. Renewals and cancellation
Our additional first-purchase policy does not automatically apply to subsequent renewals or repeat purchases. Cancel before the next renewal to stop future charges. Cancellation alone is not a refund request and normally preserves access until the end of the paid period. Failure to cancel before renewal is not by itself a refund reason under our additional policy. Remedies for ongoing defects, billing errors, and any applicable statutory renewal or withdrawal rights remain available under law and Paddle’s policy.
9. Organization purchases
Custom organization purchases follow the refund and cancellation terms provided in the written quotation or agreement before purchase. Our additional first-purchase Pro policy does not automatically apply to custom organization arrangements. Mandatory consumer rights remain unaffected.
10. Statutory rights and Paddle
Paddle is the Merchant of Record for purchases processed through Paddle and applies its own Buyer Terms and Refund Policy, including any discretionary refunds it approves. Our exclusions and review steps cannot prevent you from exercising mandatory consumer rights or contacting Paddle directly. Applicable withdrawal rights and remedies for defective, undelivered, or materially misdescribed products continue to apply, even where our additional first-purchase policy does not. If required law or Paddle’s applicable terms provide greater protection, that protection prevails.