The short version
Every purchase includes complete, unencrypted source code. Once you have downloaded it, it cannot be returned — you still have it. For that reason we do not refund licences after download.
When a refund is available
Within 14 days of purchase, in full, if both of these are true:
- you have not downloaded the product, and
- the licence key has not been activated on any production domain.
We can check both from our own records, so a request is answered from fact rather than judgement.
Other cases we will refund
- Duplicate payment. Charged twice for the same product —
- refunded in full, whether or not it was downloaded.
- The product does not do what its page said. If a
- documented feature is missing or broken and we cannot fix it in a reasonable
- time, we refund in full and revoke the licence.
- Delivery failed. Paid but never received a working licence
- key, and we cannot resolve it.
What we do not refund
- A change of mind after downloading.
- Buying the wrong product, or the wrong licence type, after downloading.
- Contact us before downloading and we will fix it.
- Your hosting not meeting the stated requirements. Requirements are on every
- product page; check them before buying.
- Wanting a feature the product never claimed to have.
- Problems caused by your own modifications.
- Support plans and installation services, once the work has begun.
Try before you buy
Most refund requests come from a product not being what someone expected. A live demonstration is available for every product on request, and we would much rather show you first than take a payment you regret.
How to ask
Email us with your order number and what went wrong. Requests are answered within two business days, Monday to Saturday.
Keep your order confirmation with these terms. If anything here is unclear, ask us before you buy.