Refund policy

In short

• If you have not yet downloaded the pack, you may withdraw within 14 days for a full refund (EU right of withdrawal).
• Once you start the download, the right of withdrawal is exhausted (this is the EU digital-content waiver, which you confirm at checkout).
• Defective files, accidental duplicate purchases, or wrong pack delivered: full refund regardless, no questions.
• Claims by email to refunds@zoostats.app. We reply within 5 business days, refund within 10.

EU right of withdrawal & digital-content waiver

Pursuant to Directive 2011/83/EU (the EU Consumer Rights Directive), as transposed into Spanish law via the Real Decreto Legislativo 1/2007 de 16 de noviembre, you have a right to withdraw from a contract entered into at distance within fourteen (14) calendar days, without giving any reason. This right does not apply to the supply of digital content not on a tangible medium where performance has begun with your prior express consent and your acknowledgement that you thereby lose your right of withdrawal (Art. 16(m)).

At checkout, you are presented with this acknowledgement and must opt in before download begins. If you choose to wait the cooling-off period, you may withdraw within 14 days by emailing refunds@zoostats.app and we will refund the full amount paid, including any standard delivery costs (which, for digital downloads, are zero).

Goodwill refunds

Even when the right of withdrawal is exhausted, we will issue a refund on a case-by-case basis if:

• The downloaded file is corrupted, fails to install, or is not playable in ZooStats.
• You purchased the wrong pack and have not yet activated it on more than one device.
• You purchased a pack we subsequently withdraw from sale.
• A duplicate purchase was made within 24 hours.

For all other cases (changing your mind after using the assets, compatibility complaints already disclosed on the pack page, etc.), refunds are at our discretion. We aim to be reasonable.

How refunds are processed

Refunds are issued via the same payment method used at purchase, by our merchant of record (Polar). The funds are typically credited within 5–10 business days; settlement times depend on your bank or card issuer. We may also offer a credit toward another pack if you prefer.

Chargebacks

Please email us before initiating a chargeback. Chargebacks are slow, expensive, and almost always resolvable in less time by direct contact. We never dispute a refund request that meets the criteria above; we will dispute chargebacks that bypass our process.

Contact for refund requests

refunds@zoostats.app · please include the order number from your receipt and a one-line reason. No formal letter required.