Refund Policy

Last updated: August 10, 2026

Chengdu Ballad Technology Co., Ltd. ("Ballad," "we," or "us") wants you to make an informed purchase. We provide trial or evaluation opportunities where available so you can test MirrorPlayer, obsmatePro, and other Ballad products before buying. Because of this try-before-you-buy approach, our 30-day money-back guarantee focuses on technical issues that we cannot reasonably resolve—not on change of mind or unmet expectations after skipping the trial. This Policy applies to one-time license purchases through Ballad's international store and authorized Paddle checkout (month, quarter, or year cards as offered); they do not auto-renew, and refunds under this Policy are not a "cancel subscription" process. For those international orders, Paddle.com is the Merchant of Record and handles returns as described below and in our Terms of Use.

1. How to Request a Refund

  1. For international purchases completed through Paddle, Paddle.com is the Merchant of Record. Order-related customer service inquiries and returns/refunds are handled by Paddle. To request a refund, or for billing, invoices, receipts, or payment issues, contact Paddle using the buyer support options in your Paddle receipt email or via Paddle's buyer help channels (for example, https://www.paddle.com / https://paddle.net as directed by Paddle).
  2. For product technical issues (activation, software faults, troubleshooting), contact Ballad first via the Contact Us page, Support Center, or support@xballad.com. Include your order ID, product name, purchase email, and a clear description of the issue. We aim to respond within about 24 hours on business days. You should work with Ballad support toward a solution before a refund for technical problems is considered under this Policy.
  3. This Policy explains when Ballad considers a refund appropriate for product or technical reasons. Actual refund processing for Paddle checkout orders is handled by Paddle as Merchant of Record and may also be subject to Paddle's buyer terms and refund policy. Where mandatory law or Paddle's rules require a different outcome, those rules apply. Approved refunds are generally for the full purchase price in the currency of the original payment; payment providers may apply their own timelines and rules.

2. When a Refund May Be Approved (Technical Grounds)

Within 30 days of the purchase date, we may approve a refund in situations such as:
  1. The software has a product-caused technical fault that prevents it from performing its intended, advertised function, and our support team cannot provide a workable solution after you reasonably cooperate with troubleshooting.
  2. You did not receive your license/registration code within a reasonable time. Please first check your spam/junk folder and the payment success page (or other retrieval channels we provide). If you still cannot obtain the code, contact support and work through our self-help channels; if you still do not receive a timely response (for example, within about 24 hours on business days) and you no longer need the product, we may approve a refund.
  3. You purchased the wrong Ballad product or edition by mistake and, after arranging the correct purchase or an approved swap with support, the unwanted order is refunded according to our process.
  4. You accidentally purchased the same Ballad product twice (or two Ballad products with substantially overlapping functions for the same need); we may refund one of the orders.

3. When a Refund Is Generally Not Available

We generally do not refund in the following cases (even within 30 days, unless required by mandatory law):
  1. The request is made more than 30 days after the purchase date.
  2. The request is made on non-technical grounds (for example, change of mind, buyer's remorse, or dissatisfaction after not reading the product description or not trying an available trial).
  3. The product has already successfully performed its intended task for you.
  4. The product was not purchased from Ballad or our authorized checkout channels; reseller or third-party store policies apply instead.
  5. You bought a similar product from another vendor and wish to return Ballad software for that reason alone.
  6. The issue is outside the product's intended or advertised capabilities.
  7. The purchase was made without the payer's consent (unauthorized card/PayPal use). Please contact Paddle and/or your payment provider; we cannot treat that as a standard product refund by itself.
  8. There are technical difficulties for which our support can provide solutions, but you decline to cooperate (for example, refusing to provide details needed for diagnosis or refusing to try reasonable steps we suggest).
  9. You request a product swap instead of following the swap/refund process described with support.
  10. You request a price-adjustment refund more than 7 days after purchase based on a later price change on our official site (within 7 days, contact support with your order ID; promotional emails after purchase are excluded).

4. After a Refund Is Issued

  1. Once a refund is issued, the corresponding license will be deactivated.
  2. Please uninstall the software and remove it from your computers and devices.
  3. Any remaining copies or continued use after deactivation is not authorized.

5. Contact & Related Documents

  1. Order, billing, invoice, receipt, and refund requests for international Paddle checkout: contact Paddle (receipt email buyer support or Paddle buyer help). Product technical support: Contact Us, Support Center, or support@xballad.com.
  2. Software use remains subject to the EULA; website use to the Terms of Use (including the Paddle Merchant of Record statement); privacy to the Privacy Policy. This Refund Policy explains refund eligibility for purchases made through Ballad's international store and authorized Paddle checkout.
  3. Company: Chengdu Ballad Technology Co., Ltd.