Untraced Refund Policy
This policy explains how refunds work for Untraced Premium bought on playuntraced.com.
Who handles refunds
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
How to ask for a refund
- Paddle handles refunds under Paddle's Buyer Terms.
- Ask through the link in your Paddle receipt email, or look up your order at paddle.net with the email address you used at checkout.
- Refunds go back to the payment method you used at checkout.
EU and UK right of withdrawal
If you are a consumer in the European Union or the United Kingdom, you have the 14-day right of withdrawal set out in Paddle's Buyer Terms. Paddle handles these requests.
Cancelling is not a refund
Cancelling stops future renewals. You keep premium until the end of the period you paid for, and you are not charged again. To cancel, open Settings → Manage subscription in the Game, or use the link in any Paddle receipt email.
App Store and Google Play purchases
Subscriptions bought in the Untraced app are refunded by Apple or Google under their own rules, not by Paddle or by us.
Help
If something went wrong with a purchase, email support@newdawnhq.com with the email address you used at checkout, and we will help you with Paddle.
See also the Terms of Service and the Support page.