Refund Policy
Last updated: 6 September 2026
This policy covers purchases of Ark from CloudBlue Digital Ltd.
Who you actually buy from
Our payments are handled by Paddle, which is the merchant of record for every Ark purchase. That means Paddle — not us — is the seller on the transaction, handles the payment and any tax, and issues refunds.
Your purchase is therefore also covered by Paddle's Buyer Terms, which you accept at checkout. Nothing in this policy takes away any right those terms give you. Where this policy and Paddle's Buyer Terms disagree, Paddle's Buyer Terms apply to the transaction. Paddle can also issue a refund under its own terms in situations this policy does not mention.
Our refund window
We will refund an Ark purchase in full if you ask within 14 days of the payment.
You do not need to give a reason. Ark has a 14-day Pro evaluation precisely so you can find out whether it works for you before paying, but if you paid and changed your mind, that is enough.
This applies to:
- a first purchase, and
- an automatic renewal, counted from the renewal payment.
If you are a consumer in the UK or EU
You have a statutory right to cancel a purchase of digital content within 14 days. That right is lost once you start downloading or using the product, having agreed at checkout that it should be made available to you straight away — which is what happens at a software checkout, and Paddle captures that agreement as part of the transaction.
We do not rely on that. Within the 14 days above we will refund you whether or not you downloaded and used Ark.
How to ask for a refund
Either:
- follow the link on your Paddle receipt email, which takes you to Paddle's own refund request flow — this is the fastest route; or
- email [email protected] with your order number or the email you bought with, and we will request the refund from Paddle for you.
Refunds are made to the original payment method. Paddle processes approved refunds within 14 days. Card refunds usually appear within 3–5 working days and PayPal refunds within about 48 hours, though how quickly the money shows up is then down to your bank or card issuer.
What happens to your licence
When a purchase is refunded, the licence it paid for ends. We revoke the licence key, and Ark drops back to the free tier on your devices the next time it can reach our licensing service. Ark is not uninstalled and nothing on your machine is deleted; the Pro features simply stop being unlocked.
Cancelling instead of refunding
Cancelling a subscription and asking for a refund are different things.
If you cancel, you are not billed again, and you keep Pro for the period you have already paid for. After that period ends, Ark keeps working — you stop getting new versions and support, but the software you have installed is not switched off. This is set out in the Ark Licence Terms.
Cancelling on its own does not refund the period you are in. If you want that period refunded, ask within the refund window above.
Outside the refund window
After the window we do not offer refunds as a matter of course, and renewals are not automatically refundable — but ask anyway if something has gone wrong. If Ark is broken in a way we cannot fix for you, we would rather refund you than keep your money.
If you are a consumer, your statutory rights over faulty or misdescribed digital content are not limited by this section or by anything else on this page.
Chargebacks
If you are unhappy, please contact us or Paddle first. Raising a chargeback before asking usually costs everyone more than a refund would have, and a chargeback will result in the licence key being revoked.
Contact
CloudBlue Digital Ltd
201 Springs Lane, Stalybridge, SK15 1HA, United Kingdom
[email protected]