Penmarka
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Legal

Refund Policy

Penmarka — Last updated: 21 October 2026

1. Introduction

This Refund Policy explains the conditions under which Vawick Consulting UG (haftungsbeschränkt), Germany (“the Company”), provides refunds for purchases of the Penmarka desktop software (“Penmarka”). It complies with applicable German and European Union legislation, including the German Civil Code (BGB), the EU Consumer Rights Directive (2011/83/EU), the EU Digital Content Directive (EU) 2019/770, and relevant consumer protection regulations.

Penmarka licenses and subscriptions are processed by LemonSqueezy, acting as the Company’s merchant of record.

2. Scope of the Policy

This Policy applies to all Penmarka licenses purchased through:

  • The Penmarka website (https://www.penmarka.com)
  • LemonSqueezy checkout and customer portal
  • Authorized resellers or distributors

It covers free licenses, paid licenses, subscription plans, upgrades, downgrades, and multi-seat (Team) purchases.

3. Definitions

  • “Company”: Vawick Consulting UG (haftungsbeschränkt).
  • “Penmarka”: The Windows desktop annotation and presentation software.
  • “Customer”: Any individual or entity purchasing Penmarka.
  • “Consumer”: A natural person acting outside their trade or profession, as defined under EU and German law.
  • “Digital Content”: Software supplied electronically without physical media.
  • “Subscription”: A recurring billing arrangement managed by LemonSqueezy.
  • “Team License”: A multi-seat license purchased under the Team plan.

4. Digital Product Nature

Penmarka is delivered exclusively as digital content. No physical goods are shipped. Digital content is subject to specific EU and German rules regarding withdrawal rights, conformity, and defect remedies.

5. Purchases Covered by this Policy

This Policy covers:

  • Free Personal licenses
  • Paid Pro and Team licenses
  • Annual subscription plans managed by LemonSqueezy
  • License upgrades and downgrades
  • Renewals
  • Multi-seat Team purchases
  • Additional modules or add-ons

6. Consumer Right of Withdrawal (14-Day Withdrawal Right)

Your license is sold by LemonSqueezy as merchant of record (see section 1). As a consumer, you have a statutory right to withdraw from the purchase within 14 days of the contract being concluded (§§ 312g, 355 BGB). LemonSqueezy provides the applicable withdrawal instructions at checkout and with your order confirmation.

During the withdrawal period, you can declare your withdrawal at any time using our Withdraw from contract function (you immediately receive a confirmation of receipt by email), through the channels LemonSqueezy names, or by email to support@penmarka.com. We forward your withdrawal to LemonSqueezy without delay. You do not need to give a reason.

7. Early Expiry of the Withdrawal Right

The right of withdrawal ends before the 14 days are up only if all of the following apply (§ 356(5) BGB):

  • at checkout, you expressly agreed that the license would be provided before the withdrawal period ends,
  • you confirmed that you know you lose your right of withdrawal by giving this consent, and
  • you received a confirmation of this on a durable medium (for example, by email).

Merely downloading, installing or activating the software does not replace this consent.

Independently of this, our voluntary 14-day satisfaction guarantee applies (section 15): within 14 days of purchase, you receive a full refund for Pro and Team licenses on request, even if your right of withdrawal has already expired.

8. Eligibility for Refunds

Refund eligibility depends on:

  • Whether the statutory withdrawal right applies
  • Whether the Consumer has waived the withdrawal right
  • Whether the purchase is within the Company’s voluntary 14-day satisfaction guarantee
  • Whether technical issues prevent proper use
  • Whether duplicate or erroneous charges occurred
  • Whether unauthorized transactions are proven

9. Situations Where Refunds May Be Granted

Refunds may be granted in the following cases:

  • Valid statutory withdrawal within 14 days (unless the right of withdrawal has expired under section 7).
  • Penmarka Pro or Team purchased within 14 days, under the Company’s voluntary satisfaction guarantee (“full refund, no questions asked”).
  • Verified technical defects that cannot be resolved after reasonable cooperation.
  • Duplicate purchases.
  • Billing errors caused by LemonSqueezy or the Company.
  • Unauthorized transactions supported by credible evidence.

10. Situations Where Refunds Will Normally Not Be Granted

After the 14-day satisfaction guarantee has ended, refunds will generally not be provided when:

  • The statutory withdrawal period has ended or the right of withdrawal has expired under section 7.
  • The Customer has already used the software and seeks a refund due to preference or lack of use.
  • Technical issues arise from unsupported systems or third-party conflicts.
  • The Customer refuses to cooperate with troubleshooting.
  • Subscription periods have already been billed.
  • Enterprise or business purchases are governed by separate contractual terms.

Statutory rights in case of defects (section 27) remain unaffected.

11. Technical Issue Assessment Procedure

Customers experiencing technical issues must:

  • Contact support
  • Provide a detailed description of the issue
  • Supply logs, screenshots, or system information
  • Allow reasonable time for troubleshooting
  • Follow recommended steps to resolve the issue

Refunds for technical issues will only be considered after this process.

12. Duplicate Purchases

If a Customer unintentionally purchases multiple identical licenses, the Company may issue a refund for the duplicate transaction(s) after verifying the records.

13. Billing Errors

Billing errors caused by LemonSqueezy or the Company will be corrected, and refunds issued where appropriate.

14. Unauthorized Transactions

Refunds for unauthorized transactions may be granted if the Customer provides credible evidence of fraud or misuse. Associated licenses may be suspended or revoked.

15. Subscription Cancellation and Refund Rules

Penmarka Pro and Team subscriptions are billed annually via LemonSqueezy.

  • Within 14 days of purchase: Full refund upon request, no questions asked.
  • After 14 days: Subscription charges are non-refundable, but Customers may cancel at any time to prevent future renewals.
  • Access continues until the end of the current billing period.
  • Refunds for unused portions of an active subscription are not provided unless required by law.

Subscription management is available through the LemonSqueezy Customer Portal.

16. License Upgrades and Downgrades

Refunds for upgrades or downgrades are generally not provided once the upgraded license is activated. Adjustments to seat counts for Team licenses mid-term may be requested directly from the Company.

17. Refund Request Procedure

Customers may request a refund by:

  • Emailing the Company’s support address with their order email or license key, or
  • Managing the request directly through the LemonSqueezy Customer Portal.

18. Required Documentation

Customers may be asked to provide:

  • Proof of purchase
  • Order email or license key
  • Screenshots, logs, or system information
  • Evidence supporting unauthorized transaction claims

19. Review and Verification Process

The Company and LemonSqueezy may:

  • Verify purchase records
  • Request additional information
  • Conduct technical assessments
  • Investigate suspicious or fraudulent claims
  • Approve or deny refund requests based on this Policy and applicable law

20. Processing Times

Refunds are typically processed by LemonSqueezy within 5–10 business days after approval. Processing times may vary depending on the payment provider.

21. Refund Payment Method

Refunds are issued to the original payment method used during purchase, unless otherwise required by law.

22. Fraud Prevention and Abuse

The Company reserves the right to:

  • Investigate suspicious refund activity
  • Reject fraudulent or abusive claims
  • Suspend or terminate licenses obtained through fraud
  • Report fraudulent conduct to relevant authorities

23. Chargebacks and Payment Disputes

Customers are encouraged to contact the Company before initiating a chargeback. Unjustified chargebacks may result in license suspension and additional verification requirements for future purchases.

The Company prefers issuing a direct refund rather than handling a bank-initiated chargeback.

24. Business and Enterprise Customers

Business customers, enterprise clients, and commercial license holders are generally not entitled to statutory withdrawal rights. Refunds for business purchases are governed by contractual terms agreed between the parties.

25. Software Updates and Product Changes

The Company may update or modify Penmarka at its discretion. Updates do not constitute grounds for refunds unless the software becomes materially defective and cannot be remedied.

26. Limitation of Liability

Liability is limited in accordance with the applicable End User License Agreement (EULA) and mandatory statutory provisions. Nothing in this Policy restricts rights granted under German or EU law.

27. Statutory Consumer Rights

Nothing in this Policy affects mandatory Consumer rights under German or EU law, including rights relating to defective digital content, conformity, and legal guarantees.

28. Changes to this Refund Policy

The Company may change this policy with effect for the future. A purchase is governed by the version published at the time of purchase. A change to your disadvantage applies to a purchase already made only if you expressly agree to it.

29. Contact Information

Vawick Consulting UG (haftungsbeschränkt)
Liesenfelderstr. 7
56281 Emmelshausen, Germany

Email: support@penmarka.com
Website: https://www.penmarka.com
Merchant of Record: LemonSqueezy, which processes payments and issues license keys

30. Governing Law and Jurisdiction

This Refund Policy is governed by the laws of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). For consumers, this choice of law applies only insofar as it does not deprive them of the protection of mandatory provisions of the country in which they have their habitual residence. If the Customer is a merchant (Kaufmann), a legal entity under public law or a special fund under public law, the place of jurisdiction is the Company’s registered office.

31. Language Versions

This policy is available in German and English. If the versions differ, the German version prevails.