Refund Policy and Complaints Procedure — RAVEN Hub
Version: 1.0
Effective Date: 1 July 2026
Seller: KANDA Production s.r.o.
1. Seller
KANDA Production s.r.o.
Prietržka 152, 908 49 Prietržka
Slovak Republic
Company No.: 45640246 | Tax No.: 2023068663 | VAT No.: SK2023068663
Commercial Register of the District Court Trnava, Section: Sro, File No. 25837/T
E-mail: info@kanda.sk
2. Scope
This Refund Policy and Complaints Procedure governs the process for exercising rights arising from defective performance, complaints, and refund requests relating to the purchase of a RAVEN Hub software license through the Lemon Squeezy platform.
It applies to: – monthly and annual subscriptions, – lifetime licenses.
This Policy is issued in accordance with: – Slovak Act No. 40/1964 Coll. (Civil Code), – Slovak Act No. 513/1991 Coll. (Commercial Code), – Slovak Act No. 102/2014 Coll. on consumer protection in distance contracts, – Slovak Act No. 250/2007 Coll. on consumer protection, – EU Directive 2011/83/EU on consumer rights.
3. Free Trial — The Basis of Our Refund Policy
RAVEN Hub provides a free 14-day trial with full access to all software features before any payment is required. No payment card or registration is needed to activate the trial.
Since buyers have the opportunity to fully test the software before deciding to purchase, refunds after a completed purchase are not provided as standard.
4. Consumer Right of Withdrawal
4.1 Statutory Right of Withdrawal
Under EU Directive 2011/83/EU (Art. 9) and Slovak Act No. 102/2014 Coll. (§ 7), a consumer (natural person not acting in the course of their business or profession) has the right to withdraw from a distance contract within 14 days of its conclusion without giving reasons.
4.2 Loss of the Right of Withdrawal — Digital Content
The right of withdrawal expires in accordance with Article 16(m) of EU Directive 2011/83/EU and § 7(6)(l) of Slovak Act No. 102/2014 Coll., where: 1. The Seller has begun performance of the contract with the Consumer’s express prior consent before expiry of the withdrawal period, and 2. The Consumer has acknowledged that they thereby lose the right of withdrawal.
By activating the License Key, the Buyer gives express consent to the commencement of performance and confirms that they were informed in advance of the loss of the right of withdrawal (this notice forms part of the Lemon Squeezy checkout process and these Terms).
4.3 Business Customers
Slovak Act No. 102/2014 Coll. does not apply to transactions between the Seller and a Buyer acting in the course of their business or profession. Business customers therefore do not have a right of withdrawal without giving reasons.
5. Exceptions — When We Will Issue a Refund
Notwithstanding the above policy, the Seller will individually assess and honour a refund request in the following circumstances:
5.1 Technical Non-Functionality
The software does not function on the Buyer’s Device meeting the minimum system requirements (macOS 14+, Apple Silicon or Intel), and the Seller: – was unable to resolve the issue within 14 calendar days of it being reported in writing, or – has confirmed that the issue is irresolvable due to a compatibility problem.
5.2 Duplicate Charge
A technical error on the payment platform caused the Buyer to be charged more than once for the same product (duplicate transaction).
5.3 Short Window Without Activation
A refund request is submitted: – within 48 hours of the purchase date, and – the License Key has not been activated in the software.
5.4 Fraudulent Transaction
The payment was made without the Buyer’s knowledge (e.g. unauthorised use of a payment card). In such cases, the Seller also recommends contacting the card issuer immediately.
6. Complaints Procedure
6.1 How to Submit a Complaint
All complaints must be submitted by e-mail to:
📧 info@kanda.sk
Subject line: „RAVEN Hub Refund“
6.2 Required Information
| Required Information | Details |
|---|---|
| Full name / Company name | Identity of the Buyer |
| E-mail used at purchase | For order verification |
| Order number | Found in the Lemon Squeezy confirmation e-mail |
| Description of the issue | What is not working and under what circumstances |
| Software version | Settings → About → Version |
| macOS version and Mac model | e.g. macOS 15.4 / MacBook Pro M3 |
| Screenshots or recording | Where relevant to the reported issue |
6.3 Response Timeline
The Seller will acknowledge receipt of the complaint promptly (within 3 business days at the latest) and will make a decision within 14 business days of receipt. In justified cases this deadline may be extended, and the Buyer will be informed accordingly.
6.4 Outcome of Complaint
The Seller will resolve the complaint by one of the following means: – repair (by releasing a fixed version of the software), – full or partial refund (where a repair is not possible), – rejection (with reasons, where the complaint does not meet the conditions set out in this Policy).
7. Refund Process
7.1 Approved Refunds
Where the Seller approves a refund request, the refund will be processed: – via the Lemon Squeezy platform — to the Buyer’s original payment method, – in full or in a prorated amount (for subscriptions, covering the unused portion after the current billing cycle).
7.2 Refund Timeline
Funds will be returned within 5–10 business days of approval, depending on the payment method and the Buyer’s bank.
7.3 Annual Subscription — Prorated Refund
For an approved refund of an annual subscription: the Seller will return a prorated share of the price for the remaining unused prepaid period (starting from the month following approval of the complaint).
8. Out-of-Court Dispute Resolution
8.1 Slovak Trade Inspection (SOI)
Where a Buyer who is a consumer is dissatisfied with the handling of a complaint or considers that their rights have been infringed, they may submit a request for out-of-court dispute resolution to:
Slovenská obchodná inšpekcia (SOI)
SOI Inspectorate for the Trnava Region
Pekárska 23, 917 01 Trnava, Slovak Republic
Tel.: +421 33 321 25 27
Web: soi.sk
8.2 EU ODR Platform
The European Online Dispute Resolution platform is available at:
🔗 ec.europa.eu/consumers/odr
8.3 Supervisory Authority
Consumers may also contact the Slovak Trade Inspection (SOI) as the competent supervisory authority for consumer protection in the Slovak Republic.
9. Final Provisions
- This Refund Policy takes effect on 1 July 2026.
- The Seller reserves the right to update this Policy at any time. Changes take effect upon publication on kanda.sk.
- This Policy forms an integral part of the RAVEN Hub License Agreement and Terms of Service.
- Matters not addressed by this Policy are governed by the applicable laws of the Slovak Republic.
KANDA Production s.r.o.
E-mail: info@kanda.sk
Address: Prietržka 152, 908 49, Slovak Republic
This Refund Policy takes effect on 1 July 2026.