Refund Policy

DeskPet sells digital products, including desktop app access, downloadable DeskPet files, and custom pet files.

Because these products are delivered electronically, refund eligibility may depend on whether the product has been downloaded, accessed, delivered, or custom production has started.

You may request a refund within 14 days of purchase by contacting hello@deskpet.uk.

Please include:

• The email address used for purchase
• Your order number, if available
• The product purchased
• The reason for the refund request

We will review your request and respond as soon as reasonably possible.

For non-custom digital products, we generally provide a refund within 14 days if:

• The product has not been downloaded, accessed, activated, or used; or
• The product has a technical issue that prevents normal use and we cannot resolve the issue after reasonable troubleshooting.

If the product has already been downloaded, accessed, activated, or used, we may decline the refund unless the product is defective or cannot be used as described.

Custom pet files are personalized digital products made using customer-provided pet photos.

Custom pet files are normally delivered within 3 days after we receive suitable pet photos and any required order information.

A custom pet file is eligible for a refund if:

• We have not yet started production; or
• We cannot create a usable custom pet file after asking you for replacement photos up to two times; or
• We fail to deliver the custom pet file within 3 days after receiving suitable pet photos and required order information, and you no longer want to wait; or
• The delivered file has a technical issue that prevents it from working in the DeskPet app and we cannot fix or replace it.

Once production has started, custom pet files are usually not refundable unless one of the conditions above applies.

For custom pet files, the quality of the result depends on the photos you provide.

We may reject photos that are blurry, too dark, too small, obstructed, unrelated to pets, or otherwise unsuitable.

We may also reject photos that include:

• Human faces, human likeness, or identifiable people
• Face swap or deepfake requests
• Adult, illegal, hateful, abusive, or infringing content
• Content that violates our Terms of Service or Paddle's Acceptable Use Policy

If your photos are rejected, we may ask you to provide replacement photos. If you cannot provide suitable pet photos, we will refund the custom pet portion of the order.

If you experience a technical issue, please contact hello@deskpet.uk with:

• Your order email
• Your device and operating system
• A description of the issue
• Screenshots or error messages if available

We may first try to help you fix the issue, provide an updated file, or offer a replacement.

If we cannot make the purchased product work as described, we will refund the affected product.

If you accidentally purchase the same product more than once, contact us at hello@deskpet.uk.

We will refund duplicate purchases where we can verify that they were accidental and substantially identical.

Refunds may be declined where:

• The product has been downloaded, accessed, activated, or used and is working as described
• A custom pet file has already been produced and delivered as described
• You changed your mind after receiving a working digital product
• You provided incorrect information and we have already delivered the product
• You violated our Terms of Service
• The request appears fraudulent, abusive, or related to unauthorized use
• The refund request is made more than 14 days after purchase, unless required by law

If an order includes multiple products, we may issue a partial refund for the affected product only.

For example, if you purchased the DeskPet app and a custom pet file, and only the custom pet file is eligible for refund, we may refund only the custom pet portion.

Approved refunds are processed through Paddle.

Refunds are normally returned to the original payment method. Processing times may vary depending on Paddle, your payment provider, bank, card issuer, or location.

We cannot control the exact time it takes for refunded funds to appear in your account after the refund has been processed.

Nothing in this Refund Policy limits any mandatory consumer rights that apply under your local law.

Where applicable law gives you additional rights, those rights continue to apply.

For digital content, your right to cancel may be affected once you request immediate access, download, activation, or delivery of the digital product.

To request a refund or ask a question, contact:

DeskPet

Operated by: NormTech (HK) Limited

Email: hello@deskpet.uk