LEGAL / 04
Refund Policy
Last updated: 12 October 2026
We want you to feel confident choosing Anumys software. This policy explains how to request a refund for digital products and software licences sold under the Anumys / Whispering Instruments brand. It applies alongside the terms shown at checkout and your mandatory consumer rights.
1. Your 14-day refund window
You may contact us within 14 days of the purchase date to request a refund under this voluntary policy. For a straightforward change-of-mind request under this voluntary policy, the licence must not have been activated or redeemed, and the product must not have been materially used. We may review requests outside these conditions individually, including where a product is defective, unavailable, incompatible with its stated requirements, or was purchased more than once by mistake.
This voluntary policy does not remove or shorten any statutory right of withdrawal, conformity remedy, warranty, cancellation or refund that applies to you. Where applicable law provides a withdrawal right for digital content, that right is lost only when every statutory condition has been satisfied, including prior express consent to begin supply, an express acknowledgment of the resulting loss of the right, and the required confirmation on a durable medium. If any required condition was not met, your statutory right is unaffected. You can submit a statutory withdrawal notice using our online withdrawal function.
2. How to request a refund
For a purchase through FastSpring, Creem or Dodo Payments, contact Anumys at refund@anumys.eu within the applicable refund period. Include the provider name, order or payment reference, purchase email and product name. For a voluntary refund request, briefly describe the issue or reason. For a statutory withdrawal, a clear statement that you wish to withdraw is sufficient; no reason is required. Do not send passwords, full payment-card numbers or licence keys.
Check the seller and payment provider named on your receipt or invoice and use the matching route below. Anumys reviews product and entitlement information; the provider that processed the purchase handles the financial refund through its transaction system. A request is not an automatic refund approval. Mandatory consumer rights and the provider's own legal obligations remain unaffected.
FastSpring orders
Contact Anumys first at refund@anumys.eu for a product refund. For billing or invoice questions, or if we have not responded within two business days, contact FastSpring Buyer Support with your order reference. We coordinate approved refunds through FastSpring for orders it processed. FastSpring support does not replace Anumys product support, and contacting it does not automatically approve a refund.
Creem orders
Contact Anumys first at refund@anumys.eu, as described in Creem's Buyer Terms. For an unresolved refund issue or a billing question, use Creem Customer Portal, Creem Support, or support@creem.io. Refunds for Creem transactions are processed through Creem; Anumys coordinates the product assessment and any approved refund request. This does not limit Creem's obligations to you.
Dodo Payments orders
Contact Anumys at refund@anumys.eu with your payment reference, or contact the support address shown on your Dodo Payments receipt. You can also follow the Dodo Payments buyer support instructions. Approved refunds for Dodo Payments orders are processed through Dodo Payments, with Anumys coordinating product and licence matters.
Other sales channels
If you buy through the Apple App Store, request an App Store refund through Apple's Report a Problem process. This voluntary Anumys policy does not control Apple's refund processing. Mandatory consumer rights remain unaffected.
We may ask for reasonable information needed to locate and verify the order or investigate a technical problem. We will not use troubleshooting or referral between providers to delay a valid statutory claim. Our withdrawal page explains where to send a statutory notice: its form sends the notice to Anumys and does not submit it directly to FastSpring, Creem or Dodo Payments.
3. Digital licences and misuse prevention
Software licences are personal and tied to the purchased product and operating system. To prevent duplicate recovery and licence abuse, we may verify order, activation and entitlement records when assessing a request. A full refund ends the right to use the refunded product: the associated licence may be deactivated or revoked, and you must stop using the product and remove it from your devices, to the extent permitted by law.
We may decline a voluntary refund where there is credible evidence of fraud, resale or sharing of a licence, circumvention of activation controls, duplicate compensation, or a materially false claim. We assess requests individually and do not apply this provision to deny a non-waivable consumer right. You cannot receive both a refund and a payment reversal for the same order; please tell us if you have already opened a payment dispute so the matter can be coordinated with the provider that processed your order (FastSpring, Creem or Dodo Payments).
4. Problems with a product or order
If a download is missing, an activation fails, or a product does not work as described, report the issue to issues@anumys.eu or use our Support page. Include the product and version, your operating system and host/device, and the steps that led to the problem. Where appropriate, we will help troubleshoot, provide a corrected download or restore delivery. For a consumer contract, statutory remedies for non-conforming digital content or digital services may include bringing the supply into conformity free of charge, a proportionate price reduction or contract termination when the legal conditions are met. These remedies do not depend on the voluntary 14-day refund window, licence activation status or a troubleshooting request. If a statutory remedy is due, the seller named for that Order will arrange it under the applicable law.
Verified duplicate charges or duplicate purchases of the same product may qualify for a refund after we confirm the order records. A change of mind about one item in a bundle may not qualify for a separate partial refund where the bundle was sold as one indivisible offer, subject always to your statutory rights.
5. Refund processing
For FastSpring, Creem and Dodo Payments purchases, the provider that processed the order handles the financial refund. Anumys does not send a separate payment outside that provider’s transaction system. If approved, the refund will be returned to the original payment method where supported, using the process available for that order. Available methods and processing time depend on the payment method, transaction and payment provider. The time for a credit to appear depends on the provider and financial institution. Any refund of taxes and charges will be handled as required by applicable law and the checkout provider’s process. For stablecoin payments, ask us or the provider to confirm the available refund route and currency; do not send private wallet keys or seed phrases. A withdrawal notice is not the same as a voluntary refund request; see the withdrawal information.
6. Contact and related terms
For refunds through any of our three checkout providers, contact refund@anumys.eu. If you need provider assistance, use the FastSpring, Creem or Dodo Payments route above for your purchase. See our Terms of Service for software licence conditions, Privacy Policy for order and activation data, and Complaints procedure for unresolved issues.
Nothing in this policy limits rights that cannot legally be excluded or waived. If this policy conflicts with mandatory consumer law, the mandatory law applies.