Last Updated: December 20, 2025
At Joenap, we aim for total customer satisfaction. Because we specialize in digital license keys, our return policy is designed to address the unique nature of software fulfillment. Please review these terms carefully before completing your purchase.
1. The 30-Day Window
Refund requests must be submitted within 30 days of the original purchase date. After 30 days, we are unable to offer a refund or exchange.
2. Eligibility Criteria
Due to the nature of digital goods, refunds are granted based on the following conditions:
A. Valid Refund Reasons
Defective License Keys: If a key fails to activate the software and our support team cannot resolve the issue within 24 hours.
Incorrect Product: If we deliver a license key for a version other than what you purchased.
Fulfillment Delays: If we are unable to deliver your license key within 24 hours of payment.
B. Non-Refundable Scenarios
Activated Keys: Once a license has been redeemed or associated with a user account, it is considered “used” and cannot be returned.
Incompatibility: It is the customer’s responsibility to verify System Requirements (e.g., Windows vs. Mac) before purchase.
Change of Mind: We cannot accept returns if the license key has already been delivered and revealed to the customer.
3. How to Request a Refund
To initiate a request, please follow these steps:
Submit Request: Email return@joenap.com
or call +1 (615) 413 8633.
Provide Proof: Include your Order Number and a screenshot of any error messages encountered during activation.
Verification: Our team will verify the license status with the software manufacturer to ensure it has not been activated.
4. Refund Processing
Once approved, your refund will be processed back to your original method of payment. Most banks and credit card providers reflect these funds within 5–7 business days.
5. Order Cancellations
Pre-Delivery: If you request a cancellation before the license key has been emailed, we will issue a full refund immediately.
Post-Delivery: Once the key is sent, the request is governed by the eligibility rules in Section 2.
6. Contact Information
For assistance with returns or technical issues, please reach out to us:
Joenap Address: 150 4th Ave N #755, Nashville, TN 37219
Phone: +1 (615) 413 8633
Email: support@joenap.com
Business Hours: Mon–Sat, 7:00 AM – 5:00 PM (CST)