Legal

Refund policy

Effective: 6 October 2026 Seller of record: Paddle.com Market Ltd (“Paddle”), on behalf of Coy Koi Limited

You buy CoyKoi from Paddle, our reseller: Paddle takes the payment, issues the receipt and makes every refund. This policy is what we offer, and Paddle refunds on our behalf under it. Paddle’s own buyer terms and refund policy apply too; where either of them, or the law where you live, gives you more than this page does, you get more.

Try before you pay. Every desktop edition (Stream, Prop and Studio) has a free 14-day trial, so you can check it works on your machine before paying anything. Ending a trial costs nothing.

Stream (one-off purchase)

  • 14 days, no questions. Ask within 14 days of buying and you get a full refund. We do not ask why.
  • After 14 days, it is case by case. We say yes if the software does not work on your machine and we cannot fix it with you.
  • A refund ends the purchase. Desktop streaming stops on every machine it was activated on. What you made with it is yours and is not affected.

Prop, Studio and storage (plans)

  • Cancel any time. Cancelling stops the next charge. Your plan stays active until the end of the period you have already paid for.
  • 14 days after paying, no questions. Within 14 days of a plan’s first payment, or of a yearly renewal, you can cancel for a full refund.
  • Otherwise no partial refunds for time not used. Cancelling halfway through a month does not refund the second half.
  • When a plan ends, its editing tools stop, and desktop streaming stops too unless you have also bought Stream. Your storage limit returns to the free 5 GB. Nothing is deleted: if you are over the limit you cannot upload more until you are under it, and your files stay.
  • Charged in error? A duplicate charge, or a renewal after you cancelled, is refunded in full whenever it happened.

How to ask

  • Use the link in the receipt Paddle emailed you (“View receipt” or “Manage subscription”), or ask Paddle at paddle.net, or
  • email [email protected] from the address on your account, and we will have Paddle refund you.

Refunds go back to the original payment method and usually appear within 5–10 business days, depending on your bank.

Things this policy does not cover

  • Not liking the product after the 14-day window. The free trial is there so you can try everything first.
  • Chargebacks instead of refund requests. If you dispute a charge with your bank rather than asking us, the account is suspended while the dispute runs. Asking us is faster and keeps the account open.
  • Fraud or refund abuse, such as buying, refunding and buying again to keep using CoyKoi without paying. Paddle does not refund those either.
  • Purchases through the iOS App Store, if and when they exist: those are refunded by Apple under Apple’s rules, not by us.

Your statutory rights

Nothing here removes rights you have under the consumer law of the country you live in. Where the law gives you more than this policy does, the law wins.