Refund & Cancellation Policy

NTPL reserves the right to refuse or cancel any order or transaction, whether initiated online, offline, or through any other channel, where it reasonably believes the circumstances described below apply. Where an order or transaction is refused or cancelled by NTPL, the User will be notified and, where an amount was charged, it will be refunded in accordance with this Policy.

Transaction may be cancelled by NTPL under, but not limited to, the following circumstances:
(i) if NTPL suspects, identifies, or reasonably believes the transaction to be fraudulent or unauthorized;
(ii) if the transaction appears to contravene NTPL's Terms of Use, policies, or applicable laws; or
(iii) if the cancellation arises due to factors beyond NTPL's control, including but not limited to logistical impediments, supply chain disruptions, or force majeure events.

Once digital or downloadable content within a single order (for example, a one-time report or download) has been accessed by the User, that specific order cannot be cancelled or refunded, as access constitutes fulfilment of that order.

This does not apply to Gentle Pro/Plus subscriptions, which are governed separately: subscriptions can be cancelled, or auto-renewal turned off, at any time as described in our Terms of Use. If you subscribed through the App Store on an iOS device, refunds for subscription purchases are handled entirely by Apple in accordance with Apple's own refund policies — NTPL cannot issue or override a refund for an App Store purchase, and requests for such refunds should be made directly to Apple.

In the event of a failed transaction, or where the user's account is debited more than once for the same order, NTPL shall initiate a refund of the total excess amount realized. Such refunds shall be subject to reconciliation of NTPL's payment gateway records and confirmation from the buyer's financial institution.

Failed transactions, NTPL shall not be liable to refund any bank or card transaction charges incurred by the buyer. Such charges, if any, shall be deemed forfeited and borne exclusively by the buyer.

NTPL and its affiliates do not guarantee the accuracy, timeliness, or immediacy of refunds credited to the user's account. Refund timelines may vary depending on the processing protocols of the user's bank, card issuer, or payment gateway.

User wishing to cancel an transaction must do so through NTPL's designated online cancellation portal or by submitting a written request to NTPL's customer service department. NTPL shall not be responsible for cancellation requests made through unauthorized channels.

Refunds shall be processed using the same payment method employed by the user at the time of purchase. NTPL shall not entertain requests for alternative refund modes, including cash, cheque, or third-party transfers.

Liability in respect of refunds and cancellations shall be strictly limited to the amount paid by the user for the cancelled transaction. NTPL shall not be liable for any consequential, incidental, or indirect losses arising from the cancellation or refund process.

NTPL reserves the right to amend, modify, or update this Refund and Cancellation Policy at any time without prior notice. Users are advised to review the policy periodically to stay informed of any changes. Continued use of NTPL's services shall constitute acceptance of the revised terms.