As any other company we do have a Money Return Guarantee. As a software developing software selling an electronic product our refund policy has some peculiarities. Please, get acquainted with our Refund Policy before you order in order to avoid dissatisfactions in future.
According to our Return Policy, "Eltima Software offers an honor-based 14 days money-back-guarantee for the purchase any Eltima products. Honor-based means we will be glad to return your investment when we are sure the product is malfunctioning on a client's PC and we receive assistance in finding out the reason on the side of our customers."
Note, that since most of our software is shareware and we offer a free trial versions for all our products, we expect you to try before you buy. It is a common procedure on a software market and if you decide to purchase after evaluating the software, we assume that you agree to the way it functions and need it. The purchase of shareware product usually means that you get a registration code to unlock the software.
The delivery of the license code closes the purchase deal between you and us and from this moment you are considered a Client of this software. Unlike the material product, the license cannot be taken back because once you have the key, no one can check whether you delete it or not. In this regard a purchase of a software product equals to the acquisition of an electronic registration code, and as you can realize we cannot accept a return of an electronic info.
Thus, we should carefully check each refund request to make sure there is a solid ground for returning money. First of all, the refund request is processed only after a responsible tech person confirms the product malfunctioning. A technician will thus request some information from a Client and the Client should follow all the recommendations and provide the technician with all the relevant information.
NOTE that the refund is not approved in cases when:
- a Client refuses to follow the instructions of the support team or doesn't provide the requested assistance;
- there is a fix to the reported malfunctioning which makes a product functional on a Client's PC;
- the software was purchased by mistake or on assumption that it does something that it is not intended to do;
- there is a functional peculiarity which is mentioned in the User Guide to the software or on the product website;
- a Client didn't read the license description and purchased a license type which doesn't meet his needs;
- the bug reported was fixed in a newer version than a Client owns and the Client refuses to upgrade.
IMPORTANT: we are always ready to meet our clients halfway. So, if you discovered that the product you purchased from us is not exactly what you wanted, let us know to support@eltima.com and we will offer you a solution, a discount or a replacement.