Refund Policy

Our guarantee

Ask for a refund within 30 days of paying for one of our products, and we’ll refund everything you paid. You don’t need to give a reason, and we won’t ask for one.

The guarantee covers every product Elcano sells, Pacifico among them, now and in future. Each payment has its own 30 days, counted from the day you make it: buying a license, and each extension of its updates.

It comes on top of the rights that consumer law gives you, and doesn’t limit them.

What it covers

The guarantee covers what you buy on our websites, where our reseller, Paddle, takes the payment. Our Terms of Use cover the rest of buying a license and using it.

If you buy one of our products somewhere else, such as an app store, that store’s refund rules apply, and it makes any refund itself. Work we do for clients isn’t covered: its written agreement sets its terms.

How to ask

Ask in whichever way suits you:

• sign in at licenses.elcano.app with the email you bought with, and ask for a refund on the license
• write to [email protected] from that address, or with your order number
• ask Paddle, which handles our orders, at paddle.net

We approve every request made within the 30 days. What counts is when you ask, even if the refund completes after the 30 days.

Your money

Paddle refunds the full amount you paid, taxes included, in the currency you paid in, to the card or account you paid with where it can. It sends the refund within 14 days of its approval, and your bank may take a few more days to show it. If your bank converted the payment from another currency, exchange rates may change the amount you see.

We confirm every refund by email.

Your license

A refund ends the license you paid for: its key stops working, and so does everything it unlocked.

Refunding an extension of a license’s updates ends only the extension. The license keeps working, with the updates it had before.

After 30 days

After 30 days, you still have every right that the law gives you, for example if a product doesn’t work as we described it. Beyond those, we consider each request on its merits, so write to us if something’s wrong.

Chargebacks

Please ask us or Paddle for a refund before you dispute a payment with your bank: it’s quicker for you. A chargeback ends the license, as a refund does.

Buying again

You’re welcome to buy a product again after a refund. But if someone keeps buying and refunding the same product, we may stop selling it to them. We still honour the guarantee on what they’ve already bought.

Changes to this policy

We may update this policy. The date at the top of this page shows when it last changed. A purchase keeps the policy that applied when you made it, so a change never shortens the time you have to ask.

Languages

This policy is published in English and Turkish. If the two differ, the Turkish version prevails.

Contact

Write to us at [email protected] with any question about this policy or a refund.