Refund Policy
OnDeck does not ship a trial version. We would rather sell you the whole application at a fair price and let you decide with the real thing in front of you than hand you a crippled copy. The refund window below is what makes that fair: it is the trial.
1. What's covered
Any purchase of an OnDeck license made through our website is eligible for a full refund within 14 days of the date of purchase. That includes:
- it doesn't do what you expected;
- it doesn't perform well enough on your machine;
- it doesn't handle a codec or workflow you needed;
- you changed your mind.
We will not ask you to justify the request, and we will not require you to complete a troubleshooting process first. If you would like help before deciding, we would genuinely rather fix your problem than take your refund — but that is your choice, not a condition.
2. How to request a refund
Either:
- email hello@ctrlcolab.com from the address you bought with, or include your order number; or
- reply directly to the receipt email you received from Paddle, our payment provider.
We aim to acknowledge every refund request within two business days. Once approved, the refund is issued by Paddle to your original payment method. How long it then takes to appear depends on your bank or card issuer — typically 5–10 business days.
3. What happens to your license
When a purchase is refunded, the license granted with it ends, and you should uninstall the Software and stop using it. Any work you created with OnDeck — projects, boards, exported images and documents — remains yours and stays on your computer; we have no access to it and nothing is deleted remotely.
Because OnDeck verifies licenses offline and never contacts our servers, a refunded license file is not disabled on your machine automatically. We rely on you to honour the terms. Refunded and charged-back license identifiers may be added to a revocation list included in later releases.
4. After 14 days
Requests made after the 14-day window are at our discretion. We would still rather hear from you than not — if something has gone wrong, email us. We are a small team and we would rather resolve a problem than have an unhappy customer, but outside the window we cannot promise a refund.
5. Duplicate and accidental purchases
If you bought OnDeck twice by mistake, or bought it for the wrong platform, tell us and we will refund the extra purchase regardless of the 14-day window.
6. Statutory rights
This policy is offered in addition to, and does not limit, any refund or cancellation rights you have under applicable consumer law — including the statutory right of withdrawal available to consumers in the European Union and the United Kingdom. Where your statutory rights are more generous than this policy, those rights apply.
7. Who you are buying from
OnDeck is developed and sold by CTRL Colab LLC.
Orders and refunds are processed by Paddle.com Market Limited, which acts as the merchant of record and authorised reseller for OnDeck. Your purchase is also subject to Paddle's terms. Refunds are returned by Paddle to the payment method used at checkout; we cannot refund to a different method.
8. Fair use of this policy
This policy is written to be taken at face value, and we will take you at yours. It is offered so that you can evaluate OnDeck properly without a crippled trial build — not as a way to complete a piece of paid work with software you then return.
We reserve the right to decline a refund, and to decline future sales, where there is clear evidence of bad-faith or repeated use of this policy. We do not expect to ever need this clause, and it will never be used to refuse someone who simply found that OnDeck wasn't for them.
9. Contact
Refund requests and questions: hello@ctrlcolab.com