Refund Policy

We want you to be completely satisfied with OnSet Shop Control. This policy explains our approach to refunds.

1. Software Purchases — 14-Day Refund Window

We offer a 14-day refund on all software purchases (Setup Sheet Edition, Tool Library Add-On, Complete Bundle, Complete Bundle + Support) subject to the following:

• You must contact us within 14 days of your purchase date
• Please describe the issue you experienced
• We will make a reasonable attempt to resolve the issue before processing a refund
• If we cannot resolve the issue to your satisfaction, a full refund will be issued

2. Support Plan

The annual Support Plan may be cancelled within 14 days of purchase for a full refund if no support services have been used. After 14 days or after support has been rendered, the Support Plan fee is non-refundable. Cancellation of the Support Plan does not affect your perpetual software license.

3. How to Request a Refund

Email us at info@onsetshopcontrol.com with:

• Your name and email address used for the purchase
• Your Paddle order number (found in your purchase receipt email)
• A description of the issue or reason for the refund request

We respond to all refund requests within 2 business days. Approved refunds are processed by Paddle and typically appear on your original payment method within 5–10 business days.

4. Circumstances Outside Our Control

Refunds are not provided for issues caused by: incompatible or unsupported operating systems (Windows versions older than Windows 10, or macOS older than version 12), failure to meet the Python 3.9+ requirement, or network and firewall configurations that prevent the software from running on a specific network. We are happy to assist troubleshoot these situations even if they fall outside our refund policy.

5. Contact

Refund requests: info@onsetshopcontrol.com
We're a small team and we genuinely want every customer to succeed with the software.