Refund policy

Pro licences are sold through our online reseller Polar Software, Inc. ("Polar"), the merchant of record for all our orders, so refunds are paid by Polar to the payment method you used.

Our approach

Most of KopiaLens is free, and the free version shows exactly what each Pro action would do before you buy. If Pro doesn't work for you, please email us first: most problems can be fixed. If we can't fix a problem that stops KopiaLens Pro from working for you, we'll refund your purchase. Every request is looked at individually.

How to ask for a refund

Email support@kopialens.com from the address you bought with, or include it, along with what went wrong. If you can, attach a diagnostics bundle from the app (? → Create diagnostics bundle): it usually lets us find the problem much faster. We aim to reply within two working days.

Subscriptions

Cancelling a yearly or Business subscription stops future renewals, and Pro keeps working until the end of the year you've paid for. If a renewal charge was a mistake, email us soon after it and we'll sort it out.

After a refund

A refunded licence stops working the next time KopiaLens checks its licence, usually within a week. KopiaLens itself keeps working as the free version, and nothing in your backups is affected.

Polar and your consumer rights

Polar may also issue refunds under its buyer terms, for example to resolve a payment dispute. This policy doesn't limit any rights you have under the consumer law of your country.

Patreon

Pro through Patreon is paid to Patreon, and refunds of Patreon payments follow Patreon's policies. If you have a problem with Pro as a patron, email us.