Totsum

Totsum Data Explorer — Refund Policy

Revision 2026-09-10 — Effective date: 10 September 2026

Mandatory EU and Belgian consumer-protection rules override any conflicting clause below. Nothing here is intended to reduce a statutory right.

1. The short version

Licences are sold by Paddle, our reseller and merchant of record, and are sold in the European Union only. Paddle is the seller, and it processes refunds. We currently offer no additional voluntary money-back guarantee: refunds are governed by your statutory rights — the right of withdrawal where it applies (Section 3) and your rights if the software is defective (Section 4). Business purchases are treated differently (Section 5).

Separately, and under its own Refund Policy, Paddle may at its sole discretion refund — in full or in part — a request submitted within 14 days of the transaction date. Submitting a request within that period does not guarantee a refund — the decision is Paddle’s, not ours. Your mandatory rights always remain available.

Paid, then changed your mind before installing? The licence agreement says it in its own preamble: do not install the software, and you may seek a refund — under the rights described on this page, or under Paddle’s discretion above.

The free trial exists so you can verify Totsum Data Explorer on your own files and hardware — including the hardware requirement — before paying anything. The trial involves no payment — you give an e-mail address, which we use to send the key and the notices the licence agreement promises, and you accept the licence agreement; there is no account and nothing to pay — so there is no purchase to withdraw from: the right of withdrawal concerns paid licences. Your conformity rights (Section 4) do not depend on a price having been paid, where the law applies them.

2. Who processes refunds

When a refund is due, Paddle returns the purchase price, including tax. Where you withdraw as a consumer in the EU/EEA, the law fixes both the method and the period: reimbursement using the same payment method you used for the purchase — a different method only with your express agreement —, without any fee for being refunded, and without undue delay, in any event no later than 14 days from the day the seller is informed of your decision. Paddle’s own policy is to refund to the original payment method where possible. Your bank may need additional time to credit it.

A refund ends the licence. A refund returns the price because the purchase is being undone, and the licence ends with it: once the refund is issued, the licence key is no longer valid, we may decline to honour or re-issue it, and you must stop using the software — a duty EU law itself places on the user of digital content when the contract is unwound — and must not pass the key or a copy to anyone else. Uninstalling is the practical way to comply. This is a consequence of the purchase being undone, not a penalty, and it does not limit any statutory right.

3. Your EU right of withdrawal

As a consumer in the EU/EEA you normally have a statutory right to withdraw from a distance purchase within 14 days. Because a Totsum licence is digital content supplied immediately, that right ceases to apply only where all three of the following happened:

  1. you gave prior express consent for the licence to be made available before the end of the 14-day period;
  2. you acknowledged that you would thereby lose the right of withdrawal; and
  3. you received confirmation of the concluded contract on a durable medium, including confirmation of that consent and that acknowledgment — no later than the moment supply began.

Starting to use the licence is not, on its own, enough. The right is mandatory and cannot be waived: it ceases by operation of law when those three conditions are met, and not otherwise. If any of them was not satisfied, your 14-day right is unaffected and remains available, subject to applicable law — and it is for the seller to show that the conditions were met, not for you to show that they were not.

Sending it in time is enough. To withdraw, you make an unequivocal statement — a letter or an email will do, and there is no form you must use. You do not need it to have been received, accepted, or processed within the 14 days: it is sufficient that you send it before the period expires. Keep a copy and note the date you sent it.

Paddle’s Buyer Terms and Refund Policy set out its own process and country-specific terms. Whether your withdrawal right has ceased is determined by the applicable law, and by the checkout and confirmation actually provided for your purchase — not by how either document describes it.

4. Defective or non-conforming software

EU and Belgian law gives consumers remedies if software does not conform to the contract. You are normally entitled to have the software brought into conformity, free of charge, within a reasonable time and without significant inconvenience.

Where the applicable law permits, you may instead obtain a proportionate price reduction or terminate the contract and receive a refund — including where bringing the software into conformity is impossible, disproportionate, unsuccessful, unduly delayed, or refused, where the defect reappears after an attempted fix, or where it is serious enough to justify an immediate remedy. Termination is generally unavailable for a defect that is only minor. These rights are not limited in time by this policy and exist alongside it.

If your licence never arrives, that is a delivery problem rather than a defect, and it has its own remedy: Paddle’s Buyer Terms provide that if delivery fails or is unreasonably delayed because of technical issues, you are entitled to a replacement or a refund. Tell us or Paddle (Section 7).

If something doesn’t work, please report the bug — many problems can be fixed, and bringing the software into conformity is our work, not Paddle’s (licence agreement, Section 14). Paddle’s Refund Policy adds a route of its own for material product defects: contact us first; if the problem cannot be resolved, contact Paddle with the details and our response, and where there is evidence of a material defect Paddle issues a refund in accordance with consumer-protection law.

5. Purchases made for a business

If you buy for your trade, business, or profession, the consumer right of withdrawal in Section 3 does not apply to you. You may still have remedies under the applicable law, and Paddle’s Refund Policy applies to business purchases as well as consumer ones.

Where this page describes Paddle’s policy, Paddle’s own document governs. They may change it, and the version in force when you bought applies. Nothing on this page is a promise by us as to what Paddle will do. Sections 3 and 4 describe rights the law gives you; they do not add to those rights. The commitments we make about the software are in the licence agreement.

6. Chargebacks

Please contact Paddle or us before initiating a chargeback — a refund request is usually the more direct route. This does not affect any lawful right you have to dispute a charge with your bank or payment provider. Where a payment is finally reversed, the purchase is undone and the consequences in Section 2 apply as if the price had been refunded: the licence ends with the purchase that paid for it.

7. How to request a refund

Paddle handles refunds, so the most direct route is to ask Paddle:

  1. Use the “View receipt” or support link in your Paddle receipt email, or go to paddle.net and select Request refund. You will need the email address you used at checkout.
  2. If you prefer, or cannot find your receipt, email hello@totsum.app from (or mentioning) that address, with the approximate purchase date, and we will route it to Paddle for you.
  3. You will receive confirmation once Paddle has issued the refund. The money then takes as long as your bank or card issuer needs to credit it.

For a time-limited right, contact Paddle directly. Paddle is the seller, so a withdrawal notice under Section 3 is given to Paddle — sending it there removes any question about timing. If you write to us instead, we will forward it to Paddle without delay and confirm to you that we have, and we will not take a delay in our own forwarding as a point against you. That is our practice; it does not change the notification requirements or deadlines that the applicable law sets, and whether writing to us also counts as notice in law is for that law to decide, not for this page.

A request under Section 3, 4, or 5 does not have to cite a section number: describe the problem and the date, and it will be assessed under whichever right applies.

The model withdrawal form

You are not obliged to use a form — any unequivocal statement withdrawing from the contract is enough (Section 3). If you would rather use one, this follows the model form set out in Annex I(B) of Directive 2011/83/EU; complete it and send it to the seller:

To: Paddle, as identified on your receipt (and, if you wish, a copy to hello@totsum.app)

I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following digital content: ……………………………………………

Ordered on: …………………… Name of consumer(s): …………………………………………… Address of consumer(s): …………………………………………… Signature of consumer(s) (only if this form is notified on paper): …………………… Date: ……………………

8. Changes and contact

We may update this policy prospectively. Changes do not reduce rights you have already acquired, or any mandatory right.

Questions about this policy: hello@totsum.app. A complaint we cannot resolve may be taken by a consumer to the Belgian Consumer Mediation Service, whose details are in our website terms (their Section 11) — kept there alone, so that they stay accurate in one place. Our full legal mentions are on the imprint page.