Refund Policy – FirePlugins

Refund Policy

If you are experiencing a technical issue, before requesting a refund, let our support team help resolve the issue by submitting your request here.

Compliance with EU directives, you are entitled to 30 calendar days of a cool-off period. If within those 30 calendar days you are not satisfied with our service and you have not requested support for the for-a-fee software, we will be happy to provide a full refund of your purchase, no questions asked. If you have already requested support, you might be eligible for a partial refund.

To request your refund, use the contact page, tell us what product you want to return and your order number. We would also love to receive the reason you are requesting a refund and any other feedback that could help us improve our product and business. 

Refunds are processed by the same payment processor you used to subscribe and it’s only issued to the same email address & account that was used originally to make the purchase. Refunds are issued up to 7 business days after they are requested. The actual date of receiving the refund depends on the payment processor and the method of payment. Usually, refunds via PayPal are credited within a few hours, and refunds through a credit card company may take up to two months. This period of time is outside our control.

When a refund is rejected

We reserve the right to refuse refunds if there’s any abuse in our refund policy detected. This is to protect you as the consumer and ourselves. Below you can find the abusive circumstances.

1. Your refund request was made after 30 days of your purchase

Reason: As indicated, our money-back guarantee is strictly valid only for 30 days.

2. Refunds are strictly only applicable to new purchases

Reason: If you are already using our product and decide to renew or upgrade, we believe that you are already satisfied with the product. Renewals are considered a continuation of your previous subscription, as a result, they are not eligible for a refund.

3. You have previously initiated a refund request before regardless if it is the same or a different account. 

Reason: It is pretty clear that you are trying to violate our refund policy.

4. You have previously requested to switch your subscription over to another product. 

Reason: If you’ve mistakenly bought the wrong product and you’ve requested to switch over to the correct one, you’re not eligible for a refund as it’s pretty clear that you are trying to violate our refund policy.

5. You have requested support 

If you used our support service and you requested support for the for-a-fee software you’ve subscribed for, you are not eligible for a full refund but you may be eligible for a partial refund.

Performance of the support service begins at the exact time you submit a support ticket or a reply to an existing support ticket. Pre-sales requests, invoicing / transaction questions, user account (logging in) questions, and communication through e-mail or the contact page does not count towards the performance of the software support service. These are communications provided outside the scope of the software support service.

Partial refunds are calculated as follows.

  • VAT is non-refundable and removed from the amount of money you paid. The price you paid minus the VAT is called hereafter “net value”. If you didn’t pay for VAT (i.e. you are a non-EU subscriber or a VIES-registered business in the EU) the total sum you paid is to be considered the “net value”. 
  • The amount of 10€ is subtracted from the net value for each support ticket we answered during your subscription term, irrespective of the number of posts and/or outcome of your request. 
  • The number of full months remaining in your subscription is then multiplied by this result and divided by 12. That’s the amount of your refund.
  • If the refund amount is negative, no refund is given and no further charge is requested either.

In any case, do not file a dispute with the payment processing company; it will only delay the process up to three months and may result in the termination of your subscription in some cases.

Notes

This refund policy can be updated at any time, without prior notice, and is applicable immediately and retroactively for all subscriptions and subscribers. It is considered an integral part of our Terms of Service and its acceptance is mandatory for all users.