Refunds & withdrawal

Last updated: 20 July 2026 · Effective: 20 July 2026

1. Nana’s refund promise (beyond the law)

Legal rights are a floor, not a ceiling. On top of whatever the law gives you, we offer a 14-day goodwill refund on direct purchases — even if you have already downloaded and used the app, and even if you technically waived your statutory withdrawal right at checkout.

You don’t have to explain yourself. “It’s not for me” is a complete reason.

We ask only one thing: if something is broken or missing, tell us first. Nine times out of ten Nana can fix it, and then you keep an app that works instead of getting your money back.

2. Your statutory right of withdrawal

If you are a consumer in the European Union — buying outside your trade or profession — you have a legal right to withdraw from a distance contract within 14 days, without giving any reason.

For digital content supplied electronically, that period starts on the day the contract is concluded. You do not need our permission and you do not need to justify the decision.

3. Why digital content is different

The law treats downloadable software differently from a physical parcel, because you can’t “send back” a copy you already have.

Under Article 16(m) of Directive 2011/83/EU, the right of withdrawal is lost for digital content that has already been supplied, but only if all three of these happened:

1. You expressly consented to us starting delivery immediately, before the 14 days were up;
2. You acknowledged that by doing so you lose your right of withdrawal; and
3. We gave you confirmation of that agreement on a durable medium — in practice, your order confirmation email.

At checkout you will be asked to tick a box covering points 1 and 2. It is not pre-ticked, and you can decline it — in that case delivery simply waits until the 14 days have passed, and your full statutory right stays intact.

4. How to withdraw

Any clear statement of your decision is enough. You can:

• Use the withdrawal form below — fastest, and it fills in everything we need;
• Email hi@adrianskobiej.pl in your own words; or
• Write to our postal address in the Terms of Sale.

To meet the deadline it is enough to send your statement before the 14 days expire. We will confirm receipt by email without delay.

5. How we refund you

We refund all payments received, including any delivery costs, without undue delay and no later than 14 days after we are told of your decision. In practice we process refunds within 2 working days; your bank or card issuer then takes its own time, usually 5–10 working days, before the money shows up.

We use the same payment method you used, unless you expressly agree otherwise. You will not be charged any fee for the refund. Your licence key is deactivated when the refund is issued, and you must stop using and delete the app.

Where the goodwill promise doesn’t apply

Your statutory rights in sections 2 and 7 always stand. The extra goodwill refund in section 1 is something we offer voluntarily, and we may decline it where:

• you bought the wrong product and we already offered to swap it;
• the app is working as described and the issue is a system requirement listed on its page before purchase — check the requirements, or ask us, before you buy;
• the request arrives well outside 14 days;
• there is a clear pattern of buying and refunding repeatedly;
• you are asking for the difference back because the price later dropped in a sale.

None of this applies if the app is genuinely faulty — that is section 7, and there we owe you a fix or your money back regardless of timing.

6. Bought on the App Store?

Then Apple is the seller, not us — and only Apple can refund you. We have no access to those transactions and cannot process them.

Request a refund at reportaproblem.apple.com, or in Settings → your name → Media & Purchases → Purchase History. Apple applies its own rules and timelines.

If the reason is a bug, email us anyway — Apple refunding you doesn’t fix the app for everyone else.

7. If the app is faulty

Withdrawal is about changing your mind. A faulty or misdescribed app is a separate matter with its own, longer-lasting rights — see Terms of Sale, section 8. Those rights last at least two years and are not affected by the 14-day window.

8. Withdrawal form

Fill this in and it opens your email program with a complete, properly worded withdrawal statement addressed to us. Nothing is sent until you press send in your mail app. Keep a copy — it is your proof that you withdrew in time.