Refund Policy

1. Scope

This policy applies to paid mAIndware software licences supplied by SIA Baltic Supply Hub. It should be read together with our Terms of Service and Software License Terms and, where a purchase is made through the CS-Cart Marketplace, the applicable Marketplace terms and procedures.

Because software is a digital product delivered electronically, refund requests are assessed according to the circumstances of the purchase, the reason for the request, the applicable sales-channel rules and any mandatory rights provided by law.

2. CS-Cart Marketplace Purchases

If a mAIndware product was purchased through the CS-Cart Marketplace, the purchase, payment and any refund transaction are handled through the Marketplace and are also subject to its applicable terms and procedures.

mAIndware may assist in evaluating a technical issue and, where appropriate, provide information relevant to the refund request. We cannot bypass the Marketplace payment process or independently reverse a payment collected by the Marketplace.

For a Marketplace purchase, please use the refund or support procedure provided for that purchase and contact us at [email protected] if technical assessment is required.

3. Technical Problems

If the software does not work as documented in a supported environment, please contact us before requesting a refund. We will make reasonable efforts to identify and resolve reproducible problems covered by standard support.

We may ask for the CS-Cart version, mAIndware add-on version, relevant error messages, screenshots and other non-secret technical information necessary to reproduce the issue.

Never send passwords, payment-card information or OpenAI API keys.

4. When a Refund May Be Considered

Subject to the applicable sales-channel rules and mandatory law, a refund may be considered where a material technical problem prevents the purchased software from performing its documented core functionality and we are unable to provide a reasonable fix or workaround.

A refund may also be considered where the Customer was charged incorrectly or another clear transaction error occurred.

Approval is not automatic and may require reasonable verification of the reported issue and purchase.

5. Situations Normally Not Eligible for a Refund

Except where required by applicable law or the rules governing the sales channel, a refund would normally not be provided solely because:

• the Customer changed their mind after purchasing the software;
• the Customer no longer needs the software or decided not to use it;
• the Customer did not review the published product description, requirements or compatibility information before purchase;
• the Customer expected functionality that was not included in the product description or documentation;
• the issue is caused by an unsupported CS-Cart version, custom modification, third-party add-on, theme, hosting environment or other external software;
• a third-party service changes its availability, pricing, API, limits or terms;
• AI-generated content requires review, correction or refinement, provided the software functionality itself operates as documented;
• the Customer's OpenAI account, API key, billing, quota or service access is unavailable or incorrectly configured;
• the Customer cannot use the software because of circumstances outside mAIndware's reasonable control.

6. Third-Party Services and API Costs

The mAIndware software licence does not include OpenAI API usage or other separately purchased third-party services.

The Customer creates and manages their own OpenAI account, API key and OpenAI billing. Charges incurred directly with OpenAI or another third-party provider are not payments to SIA Baltic Supply Hub and cannot be refunded by mAIndware.

A refund of a mAIndware software licence does not include reimbursement of third-party API charges, hosting costs, CS-Cart licence costs or other expenses paid to third parties.

7. Consumer Rights

Nothing in this Refund Policy limits rights or remedies that cannot legally be excluded under applicable consumer-protection law.

If you purchase as a consumer rather than for business purposes, mandatory withdrawal or conformity rights may apply depending on your country, the method of digital delivery and the circumstances in which performance or access to the digital content began.

Where a purchase is made through the CS-Cart Marketplace, any mandatory consumer request should also follow the Marketplace procedure applicable to that transaction.

8. How to Request a Refund

For technical issues, contact [email protected] and include:

• your order or licence information;
• the CS-Cart version;
• the mAIndware add-on version;
• a clear description of the problem;
• relevant screenshots or error messages;
• the steps needed to reproduce the problem, where applicable.

If the purchase was made through the CS-Cart Marketplace, the actual refund request and payment reversal must follow the Marketplace process applicable to the order.

9. Effect of a Refund

If a full refund is approved and completed, the licence associated with the refunded purchase may be terminated. The Customer must stop using the refunded software and remove copies that are no longer licensed.

Any access to updates and support associated with the refunded licence will also end.

10. Contact