Refund policy
Last updated: 3 August 2026
Short version: if a product doesn't do what its page says it does and we can't fix it for you, you get your money back. If it does what it says and you've changed your mind about needing it, that's a different situation — and this page says so honestly rather than hiding it in clause nine.
Product licences
We'll refund a product licence where:
- The product doesn't do what its product page describes, and we can't resolve it within a reasonable period.
- It's technically incompatible with the environment you told us about before buying.
- You were charged in error, or charged twice.
We won't generally refund where:
- The product works as described and the requirement has simply changed.
- The problem is caused by other software in your environment and the product itself is functioning.
- You've asked for a feature the product never claimed to have.
Talk to us first
Nearly every refund request we've received turned out to be a configuration or compatibility problem that took under an hour to fix. Raise it as a support request first — if it can be fixed, you keep a working product; if it can't, the refund still stands.
Custom development work
Custom projects are quoted with a defined scope and payment schedule agreed in writing before work begins. Work already completed and delivered to that scope isn't refundable, but if we've failed to deliver what was agreed, we'll put it right or refund the portion not delivered. That gets discussed directly rather than through a form.
How to request a refund
Email [email protected] with your licence details and what went wrong. You'll get a real reply from a person within our stated support response time.
Where consumer law in your country gives you stronger rights than this policy, those rights apply. This policy doesn't reduce them.