Software: We can consider refunds, at our discretion (i.e. no automatic right), based upon the particular circumstances of your case. In practice, we usually require that you have found a technical fault, and that we are given proper opportunity to verify sufficient information about any faults which you believe you have found (and that they are in UpdraftPlus, not something else), and to fix them within a reasonable time period. These must in all circumstances be requested within 10 days of purchase, which we believe is sufficient time to ascertain that a purchase works.
Legalese: There are no automatic refunds for digitally-deliverable/non-tangible goods. This is standard practice in these industries, because such goods cannot be returned (unlike physical goods). It is your responsibility to read the product descriptions, verify that it meets your needs (i.e. it provides a workable backup solution for you) and is suitable for your product environment (e.g. that your web hosting company does not ban backups). Please do not treat a purchase as trial-ware – we don’t want to push increased costs onto our genuine customers. EU customers have the legal right to a refund of digital goods which they have not yet downloaded, if requested within 14 days, and such requests will also be honoured.
For separately-purchased support services (i.e. not those bundled with software), for which you purchase support for a specific issue, if your support need turns out to be caused by an UpdraftPlus defect, then we will refund you 100% of your purchase price for the support purchase.
No refunds are available for unused support purchases, or for any part of the price of a bundled software+support package (for refund purposes, those are treated as 100% software packages).
These restrictions do not affect your consumer rights. For example, if UpdraftPlus’s product description states that it has a feature which in fact it does not have, then you can invoke your consumer rights.
Finally, we reserve the right to, without notice or refund, terminate any ongoing services (including support agreements or update feeds) to customers who abuse our facilities or staff.
Posted in: General and pre-sales questions