Refunds and withdrawal

In short

• 14 days to withdraw from your purchase, on the monthly subscription and on the one-time licence, without giving a reason. You get back everything you paid.
• Monthly renewals are not refunded when you change your mind. Cancel any time: the subscription ends with the month you paid for. The legal guarantee is not affected (terms, section 12).
• Ask on Withdraw from contract here, by e-mail, by post or in Paddle's customer portal. Paddle pays the money back within 14 days.

1. Your 14 days

If you are a consumer, the law gives you 14 days to withdraw from a contract made at a distance, without giving a reason. This applies to both plans: the monthly subscription and the one-time licence. We do not ask you to give up this right, even though you can use the software at once. When you withdraw, you get back everything you paid, with no deduction for the days you used the software, and you pay nothing for using it.

If you buy as a business, the law gives you no right of withdrawal, but we give you the same 14 days money back on your first payment.

The 14 days start on the day after your payment and end at the end of the 14th day. It is enough to send your withdrawal before they end. For the monthly subscription they count from the first payment; the renewals do not start a new period.

2. The monthly subscription

• Renewals are not refunded when you change your mind. Each monthly payment pays for its month. You can cancel at any time; the subscription then ends with the month you paid for, and you keep every feature until then.
• Cancelling within 14 days of your first payment, through our page or by e-mail, counts as a withdrawal: we refund that payment in full and end the licence and the subscription at once. To keep the month you paid for instead, reply to our confirmation before we refund it. Cancelling in Paddle's customer portal only stops the renewal; to get your money back within those 14 days, use Withdraw from contract here or the withdrawal button in Paddle's portal.
• A refund of the month that is running also ends the subscription at once: we stop it with Paddle, so nothing more is charged.

3. What happens to your licence

4. How to withdraw or ask for your money back

• Online: Withdraw from contract here. No sign-in needed; the link is at the bottom of every page.
• By e-mail: support@nucleumhub.com, with your name and your order number (it is on the Paddle receipt) or your licence key.
• By post to Iulian Maracineanu, Strada Califarului, Pantelimon, județul Ilfov, România, with the model form below or in your own words.
• At Paddle: the withdrawal button in Paddle's customer portal, during the 14 days, or paddle.net.

Paddle is the seller of your order. When you send your withdrawal to us, we take care of it, and Paddle pays you. We confirm every withdrawal by e-mail without delay, with what you sent and the date and time we received it.

5. When and how you get the money

Paddle pays the money back to the payment method you used, at the latest 14 days after we or Paddle receive your withdrawal, without any fee.

6. Cancelling a monthly subscription

The one-time licence has no renewal, so there is nothing to cancel; to get your money back, withdraw as in section 4.

• Where: on Cancel your subscription here (the link is at the bottom of every page; no sign-in needed), in Paddle's customer portal, from the link in Paddle's e-mails about your subscription, or by e-mail to support@nucleumhub.com.
• What the form asks: the kind of cancellation (ordinary, or for an important reason, with the reason), your name and the e-mail address you bought with, the order number or your licence key, and when it should take effect: as early as possible, or on a date you choose. The confirmation goes to that e-mail address.
• Ordinary cancellation: the subscription stops renewing and runs to the end of the month you paid for, or to the later date you chose. If you choose no date, it ends at the earliest possible date. Within 14 days of your first payment, cancelling on our page or by e-mail also gives you that payment back; cancelling in Paddle's portal does not (section 2).
• For an important reason: we reply by e-mail with the date the subscription ends and any money that comes back to you.
• Your confirmation: when you cancel on our page, we confirm at once by e-mail what you sent, the date and time we received it, and the date your subscription ends. When you cancel by e-mail, we send the same confirmation within 2 working days.
• After the end: Nucleum Hub shows only the screen to activate a licence; your home keeps working in Home Assistant, and your setup stays there. A new subscription, or a one-time licence, brings everything back, with your setup as you left it.

7. Before you dispute a payment with your bank

Please write to us first: a refund through us or Paddle is faster than a dispute. A disputed payment of a subscription, or of a one-time licence in its first 14 days, ends the licence, as a refund does. If the payment of a one-time licence is disputed after its first 14 days, the licence stops receiving updates while the dispute is open (EULA, section 17).

8. The withdrawal and cancellation buttons in our languages

The Romanian withdrawal texts are those of Government Emergency Ordinance 34/2014, art. 11^1; the German ones those of §356a and §312k of the German Civil Code.

9. Model withdrawal form

You do not have to use this form; any clear statement is enough. Fill in and send it only if you want to withdraw from the contract.

To: Paddle.com Market Limited, 30 Old Bailey, London EC4M 7AU, United Kingdom, help@paddle.com (or the Paddle company named on your receipt), the seller of the order; or to Iulian Maracineanu, Strada Califarului, Pantelimon, județul Ilfov, România, support@nucleumhub.com, author and licensor of Nucleum Hub, who passes it on to Paddle at once

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),

Ordered on (*)/received on (*),

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

(*) Delete as appropriate.

To help us find your order quickly, add your order number or your licence key, and the e-mail address you bought with.