Refunds

In general, a refund is no problem at all. Asking in a friendly way is a good starting point and goes a long way in getting a swift response. In case you feel you're entitled to a refund, reach out to us.

A rule of thumb:

If your reason for a refund is acceptable to a grocery store, it's acceptable to us.

Open a can of tomato sauce, and find it spoiled? Full refund. Return a can of tomato sauce because you didn't end up needing it? You get a full credit to use on your next purchase.

As payment providers charge fees for your original purchase, a refund is always minus the transaction fees.

• You purchased a license "by accident"? Let's be honest, you just changed your mind — and that's completely fine. Do tell us why, OK? We'll refund you if the license hasn't been activated. If you did use your license, there's no way for us to verify otherwise, so you'll receive a Hedge Fund credit instead.

• Purchased, but didn't need it because someone else already had a license? If the license was not activated, we'll refund you. If it was activated, it's a Hedge Fund credit.

• Your project fell through, and you no longer need the license? If the license was not activated, we'll refund you. If it was activated, it's a Hedge Fund credit.

• You purchased OffShoot, but ran into something preventing you from using OffShoot as intended? If we can't help you with your workflow or need to fix an issue on our end, you'll get a full refund. However, 99% of the time, we'll fix the issue on the spot, and not just you but all users benefit. Did you go the distance by finding and describing the issue? We'll be super grateful, and you can expect additional months or even years to be added to your license. Plus a mention in the Release Notes 👏

• You realized you could use the 10-day trial for your client project, so you prefer not to pay for using our software. That's not what trials are for; they're to confirm our apps solve your problem. After all, do you offer free trials to your clients?

• Any license purchase that is not a perpetual license is not refundable nor creditable.

Subscriptions

• Monthly subscriptions can be canceled at any time. There is no refund for the remainder of that month. Forgot to cancel your plan, and were charged once without using the app or service? We'll refund the last month of your subscription, provided there has been zero activity in that month. Note: We only do this once per customer.

• Decreasing the quantity of a subscription from say, 5 to 2 users or terabytes of storage, credits you with the remainder for those 3 units. The credit is added to your subscription for the remaining 2 units. You will not be charged again until the credit is used.

• Yearly subscriptions can be canceled at any given time, in-app. We issue a credit for the remainder of your prepaid year. Forgot to cancel on time and got charged for another year? We'll refund you if you didn't log in or use the product in the meantime. Do reach out within 7 days to get a refund.

• Didn't cancel your trial, and were charged once without using the app or service? We'll issue a refund, provided there has been zero activity, and you reach out within 7 days of being charged. Note: We do this only once per customer.

Have another scenario or circumstance not covered here? Email us, and we'll evaluate your case.

VAT Refunds

When purchasing through our website, our payment provider, Paddle, allows you to enter your VAT details after you have entered your email, country, and postcode.

If you didn't enter your VAT number when purchasing, and you'd like a retroactive refund of the VAT, visit the invoice page Paddle has sent you the link to. Enter your VAT number and company details there, and Paddle will automatically refund the VAT.

For more information, it's best to reach out to Paddle directly: [email protected]. Reply to the invoice email, so they'll know which order this concerns. No need to cc us, Paddle will handle it for you within a few days.

Things that do not help in getting a refund

We get it; wanting a refund gets people a bit worked up. That's perfectly understandable. Don't worry; we'll help you out, and we'll be as fast as our office hours allow. Asking in a friendly way helps a lot too, surprisingly.

What definitely does NOT help, is...

• CAPS LOCK 😁

• Demanding a refund, being unfriendly, or even being outright aggressive. We're humans, remember?

• Bombarding us with emails, messages, tweets, and DMs. Sending multiple messages only delays a response, as we have to read all those messages first. Just send one email. We're fast repliers.

• Emailing Paddle instead of us; it will take ages instead of minutes or hours to get a reply...

• Using a different email than the one you purchased with. For security reasons, that's a clear no-go.

• Not emailing us within a few days of the transaction.

Chargebacks

Sometimes people think, "I'm not even going to ask for a refund, I'll just request a chargeback with my payment provider." Please, don't. People don't realize that a chargeback not only flags us as fraudulent but also you— you'll never be able to purchase from us again.