A guide to usage assistance and more
Why I haven't received the refund yet?
If you have applied for a refund and haven't received the funds yet it could be due to one or more of the following reasons.
1. There is a delay with processing your refund.
This typically occurs over bank holidays and festive seasons where banks are closed or may have a large volume of transactions to process.
Once a refund has been confirmed by us it typically takes 7 to 10 business days for the funds to be credited to your account.
However depending on the transaction type it may take up to 21 days over busy festive periods.
2. A chargeback has been requested.
Once a chargeback has been requested the funds will be frozen by the payment authority (card issuer / bank / paypal etc.), until the verdict of the chargeback request has been determined.
Please contact the payment company or card issuer to request further details regarding their chargeback procedures.
3. A refund has not been issued.
We will normally only process a refund if your case meets the refund requirements laid out in our refund policy.
4. The product wasn't purchased from our official website or was purchased through a third party reseller.
If you purchased the software through a third party reseller, then unfortunately we are unable to process a refund for you.
This is because the payment process is conducted through a secure third party payment system that we don't have access to. For security reasons your payment information is not shared and therefore we can't action a refund request.
We will however do our best to help you contact the correct reseller so as you can request a refund from them.