Refund policy
This page explains how to cancel a subscription, how to get your money back, and your legal right to withdraw from a purchase. It is part of our Terms of service.
The short version
- You can cancel a subscription at any time. It stops at the end of the period you paid for.
- You can ask for a refund within 14 days of any payment. No reason needed.
- Card payments are refunded by Paddle, our reseller. Purchases you paid to us directly are refunded by us.
- If something you paid for doesn't work, you have legal rights to a fix, a price reduction or your money back, whenever it happens.
1. Who handles your refund
Card payments in Noiserun. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle took your payment, so Paddle returns the money. The Paddle Refund Policy applies too. Where this page gives you more than Paddle's policy, you get what this page says.
Direct purchases. If you paid us directly, for example by bank transfer or invoice, Lodo, s. r. o. is the seller and we return the money.
2. Our 14-day refund promise
Changed your mind? Ask for a refund within 14 days of the payment. You don't need to give a reason.
- Scenes and packs: you get the full price back, and the scene or pack is removed from your account.
- The first payment of a subscription, including the first payment after a free trial: you get the full payment back, and the subscription ends.
- A renewal payment, for example when you forgot to cancel: you get that payment back, and the subscription ends at the same time.
We may refuse a refund only if we see clear signs of abuse, for example the same thing bought and refunded again and again.
After 14 days, refunds are possible when the law gives you a right to one (sections 3 and 5) or when we decide to help in a particular case.
3. Your legal right to withdraw
If you are a consumer in the European Union, and in some other countries, the law gives you the right to withdraw from an online purchase within 14 days without giving a reason. For scenes, packs and subscriptions, the 14 days start on the day of the purchase.
When access starts right away. Everything you buy in Noiserun unlocks immediately. Before you pay, the checkout asks you to agree that access starts right away and to confirm that you understand what that means for your right to withdraw:
- Scenes and packs (digital content): once access has started with your agreement, you lose the legal right to withdraw from that purchase.
- Subscriptions (Premium, Premium Family): if you withdraw within the 14 days, you may have to pay for the part of the period you already used.
You get a confirmation of your agreement by e-mail.
Our refund promise in section 2 gives you the full price back within 14 days anyway, so these limits don't reduce what you can get from us in that time.
In countries where the law gives you a longer period or more rights, you have those rights.
4. How to ask for a refund or withdraw
Card payments (Paddle):
- open the link in your Paddle receipt e-mail, or go to paddle.net and look up your order, then choose to request a refund or to withdraw,
- or write to us at hello [at] noiserun.com with your purchase ID (like NR-K7QM-X4TB) or the e-mail address you used. We pass it to Paddle for you.
Direct purchases: write to us at hello [at] noiserun.com. You can use the form at the end of this page, but you don't have to. Any clear statement is enough. Please include your purchase ID or invoice number.
When you get the money. We or Paddle return the money without undue delay, and for a withdrawal at the latest within 14 days of receiving it. The money goes back the way you paid, unless we agree on something else. You don't pay any fee for the refund.
5. If something doesn't work
This is separate from refunds and has no 14-day limit. If a scene, pack or subscription you paid for doesn't work as described, tell us in the app (open the ⋯ menu and choose Report a problem) or at hello [at] noiserun.com. We fix it within a reasonable time and at no cost to you. If we can't, or the problem is serious, you can ask for a price reduction or end the contract and get your money back for what didn't work.
6. Cancelling a subscription
You can cancel Premium or Premium Family at any time:
- through the link in your Paddle receipt e-mail, or at paddle.net,
- or by writing to us at hello [at] noiserun.com; we cancel it for you and confirm it by e-mail.
What happens next:
- no more payments are taken,
- you keep Premium until the end of the period you already paid for,
- scenes and packs you bought stay yours, and so does your Library,
- cancelling on its own doesn't refund the current period. If you want your money back, see section 2.
Free trials: cancel before the trial ends and you won't be charged.
Plans from an organisation or a code don't renew by themselves, so there is nothing to cancel. Premium from a code ends on the date shown in your account.
7. Chargebacks
If there is a problem with a payment, please contact us or Paddle first. Most problems are solved quickly that way. This doesn't limit your right to dispute a charge with your bank. While a chargeback is open, access to what it covers may be paused.
8. Business customers
Organisations that buy Premium Business or Spaces from us with an offer and invoice don't have the consumer right to withdraw. Cancellation and refunds for them are set out in our Business terms. If an organisation buys in the app by card, our 14-day refund promise in section 2 applies to it too.
9. Withdrawal form (for direct purchases)
You can copy this text into an e-mail to hello [at] noiserun.com, or send it by post. For card payments, use Paddle as described in section 4.
Model withdrawal form
To: Lodo, s. r. o., Mikovíniho 19, 917 02 Trnava, Slovakia, hello [at] noiserun.com
I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following digital content / for the provision of the following service:
- Purchase ID or invoice number:
- Ordered on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is sent on paper):
- Date:
Delete what doesn't apply.