Legal
Refund & cancellation policy
What this policy applies to
Linefeed sells software subscriptions and credit packages on its product sites and in the app stores. Nothing is sold on this brand site. This policy sets out what happens when you want your money back or want to stop paying, and it forms part of the terms of service.
Your 14-day right of withdrawal
As a consumer in the EU you have 14 days from the conclusion of the contract to withdraw from a distance purchase, without giving a reason. How that right works for software depends on what you bought, and EU law splits it in two.
Digital services — subscriptions and credit-metered use
A subscription, and the metered use you pay for with credits, is a digital service. You keep the 14-day withdrawal right. If you asked for the service to start straight away during those 14 days and gave your express consent at the checkout, you may still withdraw — and the refund is reduced by the value of what was already supplied, in proportion to what you used before you withdrew. In practice that means credits you have already consumed are deducted, and the rest is refunded.
Digital content — a download or a generated file
A file you download or a file the product generates and you keep is digital content delivered without a physical medium. For this, the withdrawal right lapses entirely once performance has begun, provided you gave your express consent to that immediate start and acknowledged that you would lose the right of withdrawal. Both are captured at the product checkout, before anything is delivered. Until performance begins, the 14-day right stands in full.
Subscriptions and cancellation
A subscription can be cancelled at any time. Cancelling stops the next renewal: access continues until the end of the period already paid for, and the part of that period you did not use is not refunded, unless the withdrawal right above still applies or the service was faulty.
Purchases made in the app stores
Where you bought inside the Apple App Store or Google Play, that store is the merchant of record and its own rules decide the refund. Refund requests go to Apple or to Google, not to Linefeed, and a store subscription is cancelled in that store's own subscription settings — in the App Store account subscription settings on Apple devices, and in the Google Play subscription settings on Android. Deleting the app does not cancel a subscription.
How to ask for a refund
For a purchase made on a product site, use that product's own support route, or contact the business directly with the email link on this page, or by post at the address in the terms of service. Say which product it concerns and which email address or order reference was used. Refunds are paid back to the payment method you used, normally within 14 days of the request being accepted.
How a charge appears on your statement
A payment taken through Stripe on a product site appears on your bank or card statement as LINEFEED. When the product site sends its own name with the payment, the line is shortened to LINEFD followed by an asterisk and the product — for example LINEFD* BRAINHURRICANE. If you see a LINEFEED or LINEFD line you do not recognise, contact the business before disputing it with your bank; it is almost always faster.
A purchase made in an app store appears under that store's own name on your statement, not as LINEFEED or LINEFD.
If something is faulty
This policy does not limit your statutory rights when what you bought does not work as it should. The legal conformity rules for digital content and digital services apply in full, on top of everything above.
Complaints
Raise a complaint with the business first. If it cannot be settled, the alternative dispute resolution route — the Belgian Consumer Mediation Service — is described in the terms of service.