Refund and Returns Policy

1. Introduction

This Refund Policy governs the eligibility and process for refunds on digital products purchased through our store powered by WooCommerce and Spocen Store Core. Since we sell digital licenses, software, and subscription-based services, our refund policy differs from physical goods retailers.

2. Nature of Digital Products

All products sold on this platform are digital in nature, including but not limited to:

Software licenses and activation keys
Downloadable product files (plugins, themes, scripts)
Subscription-based access to services and updates
API access and license domain activations

Once a digital product has been delivered (license key generated, download access granted, or subscription activated), we cannot physically retrieve the product. Therefore, refunds are granted under specific circumstances only.

3. Refund Eligibility Window

Refund requests must be submitted within 14 days of the purchase date. Requests made after this period will not be considered, except in cases covered under Section 4 (Exceptional Circumstances).

4. Eligible Refund Scenarios

You may be eligible for a refund if:

4.1 Product Does Not Work as Described

The product fails to perform the functions explicitly stated in the product description.
The software has critical bugs or defects that prevent basic functionality and our support team cannot resolve within a reasonable timeframe (typically 7 days).
You provide detailed documentation (screenshots, error logs, steps to reproduce) demonstrating the issue.

4.2 Licensing or Activation Failures

Your license key or activation code fails to work due to issues on our end (incorrect key generation, server-side validation errors).
Our support team confirms the problem originates from our licensing infrastructure and cannot be fixed.

4.3 Accidental Purchases or Duplicate Orders

You purchased the wrong product and have not downloaded or used it.
You accidentally placed the same order twice and have not consumed both licenses.
Requests must be submitted within 48 hours of purchase, and the product must remain unused.

4.4 Subscription Billing Errors

You were charged incorrectly (wrong plan, duplicate payment) due to system error.
You cancelled your subscription before the renewal date but were charged anyway.

5. Non-Refundable Scenarios

Refunds will NOT be granted for:

Change of mind after you have downloaded the product or activated your license.
Products that work as described, but you found them unsuitable for your specific use case.
Lack of features that were not explicitly promised in the product description at time of purchase.
Compatibility issues with your server environment when system requirements are clearly stated.
Products purchased more than 14 days ago (unless covered by exceptional circumstances in Section 6).
Subscription renewals that were automatic but you forgot to cancel before the renewal date (unless there was a technical issue with the cancellation process).
Any product that has been used, integrated, or deployed in production.

6. Exceptional Circumstances

The store administrator may, at their sole discretion, grant refunds outside the standard policy in cases of:

Severe service outages or data loss caused by our systems.
Legal or compliance issues that prevent us from providing the service.
Product discontinuation without providing replacements or alternatives.

7. Refund Process

To request a refund:

Log in to your account and submit a Refund Request via the Billing Dashboard in your My Account area.
Alternatively, contact our support team at [email protected] with your order number, product name, and detailed reason for the refund request.
Provide any supporting documentation (error logs, screenshots, proof of issue).
Our team will review your request within 3-5 business days and respond via email.
If approved, the refund will be processed to the original payment method within 7-14 business days, depending on your payment provider's policies.
For PayPal and credit card payments, additional time may be required by the financial institution.

8. License Key Revocation

When a refund is approved for a licensed product, the associated license key(s) will be immediately deactivated and revoked. You must cease using the software and delete all copies from your systems. Continued use after revocation violates our license terms and may result in account suspension.

9. Download Access Removal

Refunded products will have their download permissions removed from your account. You will no longer be able to access the product files from your My Account page.

10. Subscription Cancellation

For subscription-based products, a refund request does not automatically cancel future renewals. If you want to stop future billing, you must separately cancel your subscription in the Billing Dashboard or contact support to do so. Refunds apply only to the specific billing period you are requesting about.

11. Partial Refunds

In some cases, we may offer a partial refund if:

Only a portion of a product bundle is defective.
You have partially used a subscription service and request a refund for the unused portion beyond the current billing cycle.
The amount paid was less than the product's full value due to discounts or promotions.

12. Tax and Fees

Refunds will be processed for the full amount paid, including any taxes collected. However, payment processor fees (typically 2.90% + $0.30 for credit cards/PayPal) are non-refundable by third-party providers, so the net amount you receive may be slightly less than the original purchase price.

13. Grace Period for Subscription Downgrades

If you upgrade or downgrade your subscription plan, we offer a prorated credit for the unused portion of your current plan, which can be applied to future invoices. This is not a cash refund but a store credit toward your account. Requests must be made within 14 days of the plan change.

14. Fraud and Abuse

We reserve the right to deny refunds if we suspect:

Abuse of the refund system (frequent refund requests, pattern of downloading and returning products).
Chargebacks or payment disputes filed without first contacting us to resolve the issue.
Violation of our Terms of Service or License Agreement.

15. Dispute Resolution

If your refund request is denied and you believe the decision is unfair, you may escalate the issue to our support manager at [email protected] with the subject line "Refund Appeal." We will conduct a secondary review and provide a final decision within 5 business days.

16. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. For purchases made before policy changes, the policy in effect at the time of purchase will apply, unless otherwise required by law.